How to get support directly from Plesk?

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    Frederick Marcoux

    How can we cancel such a subscription? I don't need it forever so I want to cancel.

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    Ivan Postnikov

    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.

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    Nikos Antoniadis

    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

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    Alexandr Redikultsev

    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 :) 

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    Μίστερ Μολ

    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

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    Ivan Postnikov

    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.

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    Μίστερ Μολ

    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...

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    Ivan Postnikov

    Hello @Μίστερ Μολ,

    I have passed this information to a responsible person.

    Currently, there are the following options for you:

    • You may buy the Plesk license from us and will be supported directly by us;
    • You may buy a support subscription from us;
    • Change the hoster.

    Thank you for understanding.

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    Μίστερ Μολ

    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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    Lauren Knight

    Hello, My Zuver is our domain host, WordPress is our builder. Was told I needed a cPanel account signed up to Plesk received a code but have been unable to activate it through the steps provided. Tried to call and talk to a real person but needed a ticket was unable to find where to get one of these.  Have paid my yearly fee, unsure of what to do now. Please help.

    Lauren Knight

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    Nikita Nikushkin

    Hello @Lauren Knight,

    If you have any license questions, feel free to contact us by using this form:

    https://www.plesk.com/licensing-and-purchase-support/

    Also, you can contact us via the chat:

    https://www.plesk.com/contact-support-via-chat/

    Will be glad to help you!

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    Gadgets

    Good work 

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    Henri
    I have the following problem, when I enter my license the following is displayed:

    Use Plesk License Key (e.g., PLSK.01234567.0001) or Extension License Attended from Plesk online store (e.g., EXT.01234567.0001)
    We have the Plesk license directly purchased from Plesk but one of the Plesk Resellers.
    In this case, you need to contact your license provider for support service.
    Plesk Partners (Resellers) are fully trained by Plesk and deliver best-in-the-industry support for Plesk products running on their infrastructure.

    Alternatively you can refer to Plesk complementary support resources as Knowledgebase, Facebook Community or tweet to @PleskHelps

    As described above, the link "Try 30 days for free now" is missing.
    can someone possibly send me the link?
     
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    Anton Maslov

    Hello Henri, most probably our system detected that your Plesk version is lower than 17.x. Support subscriptions are not sold in such cases since all Plesk versions lower than 17.x are not supported. If it is your case, please consider doing an upgrade first.

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    hetSein

    I'm trying to buy 'technical support', but my VAT number isn't accepted!?!? Systems states that it is not a valid number (I wish the tax authorities told me the same ;) )  

     

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    Ivan Postnikov (Edited )

    Hello hetSein

    Please, contact our Customer Success team for assistance: https://www.plesk.com/licensing-and-purchase-support/

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    b_p

    ... and btw: What does the article mean with "Support subscription purchase is available for Plesk Obsidian 2 latest releases only, please refer to Change Log for Plesk Obsidian."? Do you mean for Plesk Obsidian and the two previous releases? Even after having read the linked Change Log, this does not become clear (that page does not contain the word combination "support subscription").

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    Julian Bonpland Mignaquy

    Hi b_p this means that at the moment we support 18.0.25 and 18.0.24. If you have 18.0.23 you will have to update to the latest one in order to receive support.

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    b_p

    Hi Julian Bonpland Mignaquy I just found the article https://www.plesk.com/lifecycle-policy/, this explains the situation well and would be worth being linked from this help article. Starting with the new lifecycle as explained this policy is easy to understand. So what about the support for Onyx / 17.8. As a new major version often needs some updates until it runs smoothly, I wonder a) whether it is finally considered safe to upgrade (from 17.8 to 18 on Ubuntu 16.04) and b) how long we would still get support for 17.8. Regarding a) I assume that https://docs.plesk.com/release-notes/obsidian/update-notes/ is up to date so there are no real issues to be observed any more during an upgrade?

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    Francisco Garcia

    Hi b_p,

    The article has been updated with such additional information.

    Regarding your questions:

    a. I consider safe to upgrade once the release is generally available (not early adopters or testing). Or even waiting a month or 2 before updating a production environment. Of course, if you want to test it, I would say to dod it as soon as possible :)

    b. If you look at the Lifecycle Policy page, you'll see below that Plesk Onyx 17.8 will get End Of Life at April 20th of 2021.

    c. If package management system from the server is OK, and there aren't customizations, it should be flawless upgrade. If problems are found during upgrade, I recommend to open a support request.

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    b_p

    Short feedback: It seems the upgrade went quite ok with only minor issues (due to customizations).

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    Vương Công Minh
    Hello. I use Plesk Web Pro Edition through Vultr's pre-installed package (https://www.vultr.com/apps/plesk) that includes monthly license costs. If I need direct support, do I contact you or Vultr?
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    Ivan Postnikov

    Hello Vương Công Minh

    Such licenses are supported directly by us.

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