Advanced Product Support (APS) Explained

Advanced Product Support (APS) gives you direct access to our most experienced technical team members—specialists who handle complex server configurations, advanced troubleshooting, and technical issues beyond standard support scope. Available exclusively for Dedicated Server customers (managed and bare metal) and VPS/Dedicated Server customers with Premier Care subscriptions, APS provides 24/7 expert assistance when you need it most.

Who Qualifies for Advanced Product Support

You automatically qualify for Advanced Product Support if you have:

• Dedicated Server Hosting (all managed and bare metal plans)
• VPS Hosting and Dedicated Server Hosting with a Premier Care subscription
• Legacy VPS-3000+ or Enterprise Hosting subscriptions

How to Reach APS

You can contact the Advanced Product Support team via phone, live chat, or ticket submission.

Phone

• U.S. & International Customers: Call 757‑416‑6575 then press 2 for Support → 1 for Technical → 2 for Advanced Product Support

Live Chat

You can chat with our Advanced Product Support team in two ways.

1. Log in to your Account Management Panel (AMP) and click Get Help. At the bottom of this page, you will find a LAUNCH CHAT button.
   
2. If not logged in, you can use chat via our site. In the pre‑chat survey, choose “Chat with Support” and then proceed to log into your account. Select the type of support help you need, then you’ll automatically be connected with the APS team.

Ticket

To contact Advanced Product Support by ticket:

• Log in to AMP and click Get Help under Manage My Account. From there, you can submit a verified ticket directly into the Advanced Product Support ticket queue.

For more details on submitting and checking ticket status via AMP, see our guide: Submitting and Checking on Status of Tickets.

What APS Can Help You With

Account & Server Management

Our APS team handles everything from account provisioning to server configuration:

• Account creation and verification issues
• Primary domain changes
• Developer access setup
• File and backup availability checks
• Server suspensions and provisioning
• License management (WHMCS, Softaculous, cPanel, CWP)

Email Configuration & Troubleshooting

Email problems can cripple your business. APS resolves:

• Setup & Configuration: Email client setup, filtering, DNS authentication (SPF, DKIM, DMARC), forwarding, and routing
• Delivery Issues: Blacklist removal, bounceback troubleshooting, deferral limit adjustments
• Access Problems: Login issues, webmail errors, Mailchannels configuration
• Third-Party Integration: Google Workspace and Titan Mail (Professional Email) setup and provisioning

Website & Application Support

When your site goes down or throws errors, APS investigates:

• Website timeouts and loading problems
• Error code diagnosis and resolution
• URL rewrites and redirects
• WordPress Issues: Critical errors, login problems, plugin conflicts, theme issues, core verification
• Other CMS Platforms: Joomla, Drupal configuration and scope guidance
• Applications: Node.js on shared cPanel, Application Manager on VPS/Dedicated, Laravel guidance

Server & Hosting Infrastructure

APS handles the technical heavy lifting:

• Server Operations: Reboots, SSH configuration and login, hostname setup, snapshots
• PCI Compliance: Review and process guidance for customers that work with us and their PCI certification organization
• Web Server Configuration: Apache, NGINX, and PHP-FPM adjustments
• Resource Management: Resolving disk space issues, finding large files, removing logs, addressing OOM/RAM problems, CPU usage, inode limits, I/O bottlenecks

Control Panel Expertise

Whether you use cPanel, WHM, or CWP:

• OS upgrade guidance
• PHP version and extension installation
• Reseller permission management
• Cache configuration (NGINX/UltraStack)
• Package and feature adjustments
• PHPMyAdmin and Backup Manager assistance
• Softaculous software installation
• FTP configuration and login support
• UltraStack One: Ansible playbooks, file manager, database issues, project support, Central plugin connections, SSL installation, DNS records

Security & Protection

Protecting your server is our priority:

• Hack and malware scanning, quarantine, and source identification
• Imunify360 installation and configuration
• Monarx setup and licensing
• Firewall Management: ModSecurity rules, cPHulk configuration, APF/CSF/LFD setup
• Port management and IP whitelisting/blacklisting

SSL Certificate Management

SSL certificates keep your site secure and trusted:

• Hostname and service SSL installation
• AutoSSL, Let’s Encrypt, and Sectigo SSL setup
• AutoSSL failure troubleshooting (DNS/DV issues)
• Mixed content and HTTPS error resolution

Database Administration

APS provides complete database support:

• Connection troubleshooting and user limit adjustments
• Database restoration from backups
• Corruption repair
• MySQL database import and export
• Slow query logging setup
• MySQL/MariaDB recovery (InnoDB, Aria engine issues)

DNS & Domain Management

APS manages all aspects of DNS and domain configuration, such as:

• DNS record adjustments and zone resets
• DNS authority validation
• DNS key resets
• DNS synchronization
• Propagation checks
• Domain status reviews
• Custom nameserver setup
• External DNS configuration
• DNSSEC management

Getting the Best Results

The more specific your request, the faster we can help. Include:

• Domain or account name
• Detailed description of the issue
• Error messages (exact text or screenshots)
• Steps you’ve already taken
• When the problem started
• Recent changes made to your server or site
• Whether caching or optimizations are enabled

For comprehensive guidance, see our article: Necessary Information to Know Before Contacting Support.

APS vs. InMotion Solutions

While Advanced Product Support handles most technical issues, our InMotion Solutions team specializes in:

• Advanced server configuration, speed optimizations, and custom setups
• Installation assistance with supported software
• Consultative expert guidance for complex projects
• Risk Mitigation
  • Failover server configuration
  • Database replication
  • Backup Solutions
  • Server Monitoring Alerts
• Connectivity & Security
  • Firewall management
  • Intrusion detection and prevention
  • Vulnerability scanning and patching
  • Data encryption and backup
  • Compliance audit review
• Launch Assist for new customers with Premier Care plans or Managed Dedicated Servers

Key Difference: APS operates 24/7 for standard technical support. InMotion Solutions is available during week days (9AM – 9PM Eastern, Monday through Friday) for specialized advanced configurations and typically involves custom work beyond standard support scope.

Billing & Account Questions

Even if your question involves billing, APS can often help directly when it relates to your VPS or Dedicated Server plan with Premier Care—saving you the hassle of transfers between departments.