Question
How to get support directly from Plesk?
Answer
Plesk licenses purchased directly from Plesk include full free support.
Note: free support from Plesk covers only Plesk-related questions and issues. The requests which fall out of that scope (for example, server health check, installing/integrating/upgrading 3rd party component compatible with Plesk (mail or database server), localizing spam source on the server etc.) should be performed on your own or on the paid basis by our Professional Services team.
If you have purchased a Plesk license from one of Plesk partners, technical support should be provided by them. Plesk partners are fully trained and deliver best-in-the-industry support for Plesk products running on their infrastructure.
However, if you would like to get support directly from Plesk, you may purchase the Plesk support subscription.
Plesk support subscription terms
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Support is not provided for the end-of-life versions of Plesk. For more information, see Plesk Lifecycle Policy.
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Subscription has a free trial period for 1 month. If you order Plesk support subscription for a license for the first time, then you will be charged $0 for the first month and $10 for each next month.
Schedule of payments:
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Support is provided 24/7.
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The number of incidents is unlimited.
How can I purchase it?
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Submit a ticket in order to get a unique link for purchasing a support subscription. Go to the support contact form and enter your license key and other details.
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If the license was purchased from one of Plesk partners, you will see the warning below. Click Plesk Online Store to purchase the support subscription:
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After you have purchased a subscription, go back to support contact form and enter your Plesk key again - now you will be able to create a ticket.
It is possible to contact Plesk Support via email, phone, chat.
Getting assistance
If you face any issues with support subscriptions, contact Licensing and Purchase support.
Comments
9 comments
How can we cancel such a subscription? I don't need it forever so I want to cancel.
Hello @Frederick, to cancel it, use this article.
In case the instruction would not help or you have any other license question, please, contact Sales Team directly.
Hello,
My license was purchased from one of Plesk's partners, but I can't access the Plesk Online Store. It is currently under migration. Is there any way to purchase support services?
Thank you in advance
Hello, @Nikos Antoniadis.
With Partner license you should be able to get a support from the partner directly, see the following link:
https://support.plesk.com/hc/en-us/articles/213409109-How-to-get-technical-support-for-Plesk-
If you want to get a support subscription directly from Plesk, navigate to the following link and submit a request for it: https://www.plesk.com/licensing-and-purchase-support/
You can also use chat button at the bottom right corner to get straight into the chat with our Sales :)
Hi!
I have a Hetzner server running plesk and I pay every month the plesk licence in the Hetzner invoice. I need some support about a thing that looks like a bug [1], but Hetzner says "As we do not give support for Plesk we can unfortunately not assist you with it". My only option is to pay for plesk support?
[1] https://support.plesk.com/hc/en-us/articles/213410369/comments/360001583993
Hello @Μίστερ Μολ,
As Hetzner is our Partner, they are trained and should provide technical support for Plesk.
Indeed, if Plesk license key was purchased not directly from us, to submit a request directly to Plesk Support, Support Subscription is required. However, the 1st month should be free of charge, so you could give it a try.
Thanks Ivan for the suggestion, I will try.
About Hetzner though, since they are your partner, maybe you should be interested in investigating why they officially do not provide support for Plesk. They devalue an otherwise excellent product...
Hello @Μίστερ Μολ,
I have passed this information to a responsible person.
Currently, there are the following options for you:
Thank you for understanding.
Thank you dear Ivan. You have been most helpful. We'll go for the second option, as it is the cheaper :-)
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