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Bluehost VPS Hosting Scope of Support

Whether you are a beginner or a seasoned expert, we offer VPS hosting plans tailored to your website's needs. This article will cover the scope of support available for our Self-Managed and Fully-Managed VPS hosting options. Our Self-Managed VPS hosting allows you full control of your server. This service is particularly ideal for developers or advanced users who desire to control all aspects of their servers. Limited support services include: Power, Network (ping), and Reboot capabilities. You will manage all initial setup, ongoing maintenance, and troubleshooting of your server. With Fully-Managed VPS hosting, our team takes care of technical responsibility for all aspects of the server - including setup, updating, maintaining, and troubleshooting, allowing you to focus on running your business. Below is the scope of support provided by our customer service:

  • Advanced Hosting Support: Self-Managed vs. Fully-Managed
  • Account Manager / Billing
  • Applications (Platform with a limited choice of Linux OS)
  • Backup Solutions
  • DNS
  • Email
  • Malware
  • Migrations
  • Onboarding Walkthrough
  • Server Side / WHM
  • SSH/FTP
  • SSL
  • WordPress
  • Not Supported
  • Summary

Advanced Hosting Support: Self-Managed vs. Fully-Managed​

Account Manager / Billing​

Service | Self-Managed w/o Panel | Self-Managed w/cPanel | Managed Services w/ cPanel + Support | Fully Managed Services w/ cPanel + Premium Support
Purchasing/renewing hosting | ✅ | ✅ | ✅ | ✅
Purchasing/renewing addons | ✅ | ✅ | ✅ | ✅
Account Manager Navigation Walkthrough | ✅ | ✅ | ✅ | ✅
Cancel Hosting | ✅ | ✅ | ✅ | ✅
Refund Requests | ✅ | ✅ | ✅ | ✅
Upgrade/Downgrade plans and adjust terms | ✅ | ✅ | ✅ | ✅
Reset passwords or provide access help | ✅ | ✅ | ✅ | ✅
Explain invoices and charges | ✅ | ✅ | ✅ | ✅
Manage/add/remove authorized users | ✅ | ✅ | ✅ | ✅
Investigate fraud/abuse account holds | ✅ | ✅ | ✅ | ✅
Handle chargeback disputes | ✅ | ✅ | ✅ | ✅
Walk through 2FA setup | ✅ | ✅ | ✅ | ✅
Review/apply tax exemptions | ✅ | ✅ | ✅ | ✅
Assist in ownership disputes | ✅ | ✅ | ✅ | ✅
Managing Chargeback Reactivations | ✅ | ✅ | ✅ | ✅

Applications (Platform with a limited choice of Linux OS)​

Server Components | Self-Managed w/o Panel | Self-Managed w/cPanel | Managed Services w/ cPanel + Support | Fully Managed Services w/ cPanel + Premium Support
Linux | ✅ | ✅ | ✅ | ✅
Apache | ✅ | ✅ | ✅ | ✅
MySQL | ✅ | ✅ | ✅ | ✅
PHP | ✅ | ✅ | ✅ | ✅
Dovecot | ✅ | ✅ | ✅ | ✅
Firewall | ✅ | ✅ | ✅ | ✅

Backup Solutions​

Backup Management | Self-Managed w/o Panel | Self-Managed w/cPanel | Managed Services w/ cPanel + Support | Fully Managed Services w/ cPanel + Premium Support
Review to see what backups are available | ❌ | ❌ | ✅ | ✅
Configure Serverside Backups | ❌ | ❌ | ✅ | ✅
Assist with configuring site backups | ❌ | ❌ | ✅ | ✅
Provide a compressed serverside backup | ❌ | ❌ | ✅ | ✅
Restoring from a serverside backup | ❌ | ❌ | ✅ | ✅

DNS​

DNS Management | Self-Managed w/o Panel | Self-Managed w/cPanel | Managed Services w/ cPanel + Support | Fully Managed Services w/ cPanel + Premium Support
Add A records | ❌ | ❌ | ✅ | ✅
Add MX records | ❌ | ❌ | ✅ | ✅
Add CNAME records | ❌ | ❌ | ✅ | ✅
Add TXT records | ❌ | ❌ | ✅ | ✅
Add CAA records | ❌ | ❌ | ✅ | ✅
Add rDNS records (PTR) | ❌ | ❌ | ✅ | ✅
Turn On/Off DNSSEC | ❌ | ❌ | ✅ | ✅
Reset Zone File | ❌ | ❌ | ✅ | ✅
Repush DNS when applicable | ❌ | ❌ | ✅ | ✅
Manage NameServers | ❌ | ❌ | ✅ | ✅
CDN Setup and Support / Troubleshooting | ❌ | ❌ | ✅ | ✅
Adding / removing a domain | ❌ | ❌ | ✅ | ✅
Purchasing a domain | ❌ | ❌ | ✅ | ✅
Purchasing a premium domain | Visit Bluehost Premium Domains.
Assigning a Domain | ❌ | ❌ | ✅ | ✅
Setting up Sub, Parked, redirected domains | ❌ | ❌ | ✅ | ✅
Assist with domain verification | ❌ | ❌ | ✅ | ✅
Domain transfers | ❌ | ❌ | ✅ | ✅
Configure Custom Nameservers | ❌ | ❌ | ✅ | ✅

Email​

Email Service | Self-Managed w/o Panel | Self-Managed w/cPanel | Managed Services w/ cPanel + Support | Fully Managed Services w/ cPanel + Premium Support
Paid Email box Creation | ❌ | ❌ | ✅ | ✅
Email Login Troubleshooting | ❌ | ❌ | ✅ | ✅
Server Side Email (configure, and troubleshoot) | ❌ | ❌ | ✅ | ✅
OX Mail (purchase, configure, and troubleshoot) | ❌ | ❌ | ✅ | ✅
Titan Mail (purchase, configure, and troubleshoot) | ❌ | ❌ | ✅ | ✅
Google Workspace (purchase, configure, and troubleshoot) | ❌ | ❌ | ✅ | ✅
Configure MX records (DMARC, DKIM, SPF) | ❌ | ❌ | ✅ | ✅
Troubleshoot sending and receiving issues | ❌ | ❌ | ✅ | ✅

Malware​

Security Service | Self-Managed w/o Panel | Self-Managed w/cPanel | Managed Services w/ cPanel + Support | Fully Managed Services w/ cPanel + Premium Support
Run malware scans to identify potential threats | ❌ | ❌ | ✅ | ✅
Identify if root user may have been compromised and how (if possible) | ❌ | ❌ | ❌ | ✅
Perform Root Cause Analysis | ❌ | ❌ | ❌ | ✅
Malware cleaning | ❌ | ❌ | ❌ | ❌

Migrations​

Migrations Service | Self-Managed w/o Panel | Self-Managed w/cPanel | Managed Services w/ cPanel + Support | Fully Managed Services w/ cPanel + Premium Support
Assist with migrating a site using the Bluehost migration tool, or migrate guru | ❌ | ❌ | ✅ | ✅
Assist customers with 2FA on source | ❌ | ❌ | ✅ | ✅
Provide updates on paid migrations, collect information needed to finish a migration, and expedite when needed | ❌ | ❌ | ✅ | ✅

Onboarding Walkthrough​

Onboarding Task | Self-Managed w/o Panel | Self-Managed w/cPanel | Managed Services w/ cPanel + Support | Fully Managed Services w/ cPanel + Premium Support
Setting up backups | ❌ | ❌ | ✅ | ✅
CMS Installation | ❌ | ❌ | ✅ | ✅
DNS Setup | ❌ | ❌ | ✅ | ✅
Domain Transfers | ❌ | ❌ | ✅ | ✅
Email Setup/config | ❌ | ❌ | ✅ | ✅
WordPress Staging | ❌ | ❌ | ✅ | ✅
Configure CDN | ❌ | ❌ | ✅ | ✅
Install SSL | ❌ | ❌ | ✅ | ✅
Account Manager/Portal Navigation | ❌ | ❌ | ✅ | ✅
Guide customer through host file setup | ❌ | ❌ | ✅ | ✅
Setup Security | ❌ | ❌ | ✅ | ✅

Server Side / WHM​

Server Management | Self-Managed w/o Panel | Self-Managed w/cPanel | Managed Services w/ cPanel + Support | Fully Managed Services w/ cPanel + Premium Support
See if services are down and attempt to bring them back up | ❌ | ❌ | ✅ | ✅
Perform server reboots | ❌ | ❌ | ✅ | ✅
Add and remove cPanel users | N/A | ❌ | ✅ | ✅
Troubleshoot server load issues | ❌ | ❌ | ✅ | ✅
Install older PHP version on a server* | ❌ | ❌ | ❌ | ✅
IP Reputation Management | ✅ | ✅ | ✅ | ✅
Create sub-cpanels | ❌ | ❌ | ✅ | ✅
Configure custom nameservers | ❌ | ❌ | ✅ | ✅
Create / edit Packages | ❌ | ❌ | ✅ | ✅
Configure Server Backups | ❌ | ❌ | ✅ | ✅
Server Reimage | ❌ | ❌ | ❌ | ✅
Check disk usage and provide a breakdown | ❌ | ❌ | ✅ | ✅
If disk usage is at 100% and the customer can't delete content themselves, we will delete it for them | ❌ | ❌ | ❌ | ✅
Clearing server-side cache | ❌ | ❌ | ✅ | ✅
WHM Navigation / Troubleshooting | ❌ | ❌ | ✅ | ✅
Custom Software Installs | ❌ | ❌ | ❌ | ✅
Easy Apache Management | ❌ | ❌ | ❌ | ✅
PCI Compliance Reviews | ❌ | ❌ | ❌ | ✅
Modify named service (Bind ⇔ PowerDNS) | ❌ | ❌ | ❌ | ✅
Adjusting user shell (adding jailshell for customers) | ❌ | ❌ | ✅ | ✅
Creating / resetting their root password | ❌ | ❌ | ❌ | ✅

SSH/FTP​

SSH/FTP Management | Self-Managed w/o Panel | Self-Managed w/cPanel | Managed Services w/ cPanel + Support | Fully Managed Services w/ cPanel + Premium Support
Creating SSH/FTP Users | ❌ | ❌ | ✅ | ✅
Troubleshooting SSH/FTP Connection Issues | ❌ | ❌ | ✅ | ✅
Configure FTP Clients | ❌ | ❌ | ✅ | ✅
Configure SSH Terminals | ❌ | ❌ | ✅ | ✅

SSL​

SSL Management | Self-Managed w/o Panel | Self-Managed w/cPanel | Managed Services w/ cPanel + Support | Fully Managed Services w/ cPanel + Premium Support
Install Paid SSLs | ❌ | ❌ | ✅ | ✅
Renew Paid SSLs | ❌ | ❌ | ✅ | ✅
Assisting with AutoSSL/LetsEncrypt | ❌ | ❌ | ✅ | ✅
Validate SSL via different validation methods such as .http and CNAME hash | ❌ | ❌ | ✅ | ✅
Troubleshoot sites showing a security risk due to the lack of an SSL | ❌ | ❌ | ✅ | ✅

WordPress​

WordPress Management | Self-Managed w/o Panel | Self-Managed w/cPanel | Managed Services w/ cPanel + Support | Fully Managed Services w/ cPanel + Premium Support
Install plugins / themes | ❌ | ❌ | ✅ | ✅
Assist with replacing missing core files when needed | ❌ | ❌ | ✅ | ✅
Help with Login errors or admin access issues | ❌ | ❌ | ✅ | ✅
Install WordPress | ❌ | ❌ | ✅ | ✅
Wordpress Navigation Walkthrough | ❌ | ❌ | ✅ | ✅
Activate / Deactivate plugins / themes | ❌ | ❌ | ✅ | ✅
Troubleshoot 4xx / 5xx errors driven by plugin / theme friction | ❌ | ❌ | ✅ | ✅
Troubleshoot database connection errors | ❌ | ❌ | ✅ | ✅
Change the home and site URL | ❌ | ❌ | ✅ | ✅
PHP.ini settings tweaks (max_execution_time, memory_limit, etc.) | ❌ | ❌ | ✅ | ✅
.htaccess edits (rewrite rules, redirects, deny codes, replacing .htaccess, etc.) | ❌ | ❌ | ✅ | ✅
wp-config.php updates (DB credentials, debug flags) | ❌ | ❌ | ✅ | ✅
Update PHP Version | ❌ | ❌ | ✅ | ✅
Assist with updating core files when needed | ❌ | ❌ | ✅ | ✅
Identify optimization opportunities and make recommendations on how to address it | ❌ | ❌ | ✅ | ✅
Search and replace to fix mixed content | ❌ | ❌ | ✅ | ✅
Staging setup and troubleshooting | ❌ | ❌ | ✅ | ✅
Deep troubleshooting of plugin/theme compatibility | ❌ | ❌ | ❌ | ❌
Custom site repair after malware/hack | ❌ | ❌ | ❌ | ❌
Full WordPress optimization or design changes | ❌ | ❌ | ❌ | ❌
Site migrations or manual cleanups | ❌ | ❌ | ✅ | ✅
Page speed tuning and SEO audits | ❌ | ❌ | ✅ | ✅

Not Supported​

Unsupported Task | Self-Managed w/o Panel | Self-Managed w/cPanel | Managed Services w/ cPanel + Support | Fully Managed Services w/ cPanel + Premium Support
Configuring Crypto Currency Servers | ❌
Configuring Gaming Servers
Creating/implementing Custom Coding (CSS, HTML, PHP, etc.)
Setting up Virtual Machines
Troubleshooting Virtual Private Network (VPN)
* Cannot install any version of php that is not cPanel-approved If you’d like our support team to help manage and maintain your server, you can upgrade anytime to a Fully-Managed VPS hosting. Check out this article to learn more about how to upgrade your Bluehost VPS hosting plan.

Summary​

The article describes the scope of support of our two types of VPS hosting: Fully managed VPS (where our team is responsible for all of your technical needs) and Self-Managed VPS (where you have complete responsibility for managing your server). The article then goes into detail regarding what is covered under each type of plan when it comes to customer support services, including but not limited to: billing, backup solutions, DNS services, email services, malware protection services, migration services, and others.