Difference between revisions of "Auto responses"

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(Account Past Due (SoD Warning Notice))
(Off-Hours)
 
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IMPORTANT - ACCOUNT PAST DUE - IMPORTANT
 
IMPORTANT - ACCOUNT PAST DUE - IMPORTANT
 +
 
<nowiki>
 
<nowiki>
 
*****************************************
 
*****************************************
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*****************************************
 
*****************************************
 
</nowiki>
 
</nowiki>
 +
 
Credit Card Charge Notification
 
Credit Card Charge Notification
 +
 
<nowiki>
 
<nowiki>
 
*****************************************
 
*****************************************
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As always, we appreciate your business. Thank you for hosting with us!"
 
As always, we appreciate your business. Thank you for hosting with us!"
 +
 
===Credit Card Charge  DECLINED===
 
===Credit Card Charge  DECLINED===
  
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*****************************************
 
*****************************************
 
</nowiki>
 
</nowiki>
 +
 
Credit Card Charge Notification
 
Credit Card Charge Notification
 +
 
<nowiki>
 
<nowiki>
 
*****************************************
 
*****************************************
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We tried charging your credit card and it was DECLINED by your bank. This could be due to one the following reasons:
 
We tried charging your credit card and it was DECLINED by your bank. This could be due to one the following reasons:
  
- Not having enough available credit on the card
+
*Not having enough available credit on the card
- The card has expired
+
*The card has expired
- Some of the credit card information (possibly including the billing address) was not entered accurately
+
*Some of the credit card information (possibly including the billing address) was not entered accurately
  
 
If your credit card continues to be declined, you should verify the card is still valid and that the information entered in our system is accurate. Please verify your billing address matches EXACTLY as it appears on your credit card statement via your Manage interface. You may also choose to use a different credit card or payment method.
 
If your credit card continues to be declined, you should verify the card is still valid and that the information entered in our system is accurate. Please verify your billing address matches EXACTLY as it appears on your credit card statement via your Manage interface. You may also choose to use a different credit card or payment method.
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Feel free to reply to this email if you have any questions concerning your account with us. You can also call us at the following numbers:
 
Feel free to reply to this email if you have any questions concerning your account with us. You can also call us at the following numbers:
  
1.800.580.4985 Toll-Free within the USA and Canada.
 
1.517.322.0434 International
 
  
As always, we appreciate your business. Thank you for hosting with us!"
+
1.800.580.4985 Toll-Free within the USA and Canada.<br />
 +
1.517.322.0434 International<br />
 +
 
 +
 
 +
As always, we appreciate your business. Thank you for hosting with us!
 +
 
 
===Payment Received  PAYPAL===
 
===Payment Received  PAYPAL===
 
<nowiki>
 
<nowiki>
 
*****************************************
 
*****************************************
 
</nowiki>
 
</nowiki>
 +
 
PayPal Payment Notification
 
PayPal Payment Notification
 +
 
<nowiki>
 
<nowiki>
 
*****************************************
 
*****************************************
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Liquid Web, Inc.
 
Liquid Web, Inc.
  
sales@liquidweb.com
+
sales@liquidweb.com<br />
support@liquidweb.com
+
support@liquidweb.com<br />
  
1.800.580.4985 Toll-Free within the USA and Canada.
+
1.800.580.4985 Toll-Free within the USA and Canada.<br />
1.517.322.0434 International
+
1.517.322.0434 International<br />
517-322-0434 Int. 517-322-0493 Fax
+
517-322-0434 Int. 517-322-0493 Fax<br />
  
 
You can also submit a Billing Ticket via https://manage.liquidweb.com/
 
You can also submit a Billing Ticket via https://manage.liquidweb.com/
  
 
As always, we appreciate your business. Thank you for hosting with us!"
 
As always, we appreciate your business. Thank you for hosting with us!"
 +
 
===Transfer of Liability/Ownership===
 
===Transfer of Liability/Ownership===
  
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In order to proceed with this request, we will need the current account owner's explicit permission via this ticket along with a copy of their government-issued ID such as their driver's license (front and back) or passport as an attachment to the ticket. If this is a company, we will need a government-issued ID (driver's license or passport) of the acting officer or legal representative as well as a copy of the articles of incorporation or a letter from the acting officer or legal representative for the company. We will also need the following information for the new owner of the account:  
 
In order to proceed with this request, we will need the current account owner's explicit permission via this ticket along with a copy of their government-issued ID such as their driver's license (front and back) or passport as an attachment to the ticket. If this is a company, we will need a government-issued ID (driver's license or passport) of the acting officer or legal representative as well as a copy of the articles of incorporation or a letter from the acting officer or legal representative for the company. We will also need the following information for the new owner of the account:  
  
Full Name
+
Full Name<br />
Company Name
+
Company Name<br />
Billing Address
+
Billing Address<br />
Billing Phone Number
+
Billing Phone Number<br />
Email
+
Email<br />
Fax Number  
+
Fax Number <br />
New Form of payment
+
New Form of payment<br />
  
 
Once we receive this information/documentation, we should be able to verify the new owner's details and initiate the transfer for you.
 
Once we receive this information/documentation, we should be able to verify the new owner's details and initiate the transfer for you.
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Our Guardian Backup System has notified us that your Guardian Backup Package is Over Quota for the following server.
 
Our Guardian Backup System has notified us that your Guardian Backup Package is Over Quota for the following server.
  
Hostname: ****HOSTNAME****  
+
Hostname: ****HOSTNAME**** <br />
Primary IP: ****IP****
+
Primary IP: ****IP****<br />
  
 
Please be aware, that due to this situation, backups have stopped and will not continue until we have heard from you regarding this ticket.
 
Please be aware, that due to this situation, backups have stopped and will not continue until we have heard from you regarding this ticket.
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The next size package that you would need to resolve the current issue.
 
The next size package that you would need to resolve the current issue.
  
100GB Storage Total price: $25/month  
+
100GB Storage Total price: $25/month <br />
250GB Storage Total price: $50/month  
+
250GB Storage Total price: $50/month <br />
500GB Storage Total price: $100/month  
+
500GB Storage Total price: $100/month <br />
1TB Storage Total price: $150/month  
+
1TB Storage Total price: $150/month <br />
2TB Storage Total price: $250/month  
+
2TB Storage Total price: $250/month <br />
3TB Storage Total price: $350/month  
+
3TB Storage Total price: $350/month<br />
5TB Storage Total price: $500/month
+
5TB Storage Total price: $500/month<br />
  
 
2. Removing excess data on your server, purging old data and starting a fresh set of backups.
 
2. Removing excess data on your server, purging old data and starting a fresh set of backups.
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Please let us know if you have any questions, I will be more then happy to help."
 
Please let us know if you have any questions, I will be more then happy to help."
 
  
 
===Guardian Disk safe corruption===
 
===Guardian Disk safe corruption===
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encountered an issue with the disk safe containing the backups for
 
encountered an issue with the disk safe containing the backups for
  
Host:
+
Host:<br />
Public IP:
+
Public IP:<br />
  
 
To correct this condition, we have started a new disk safe for backups to be
 
To correct this condition, we have started a new disk safe for backups to be
Line 446: Line 457:
 
This is in regard to the following server:
 
This is in regard to the following server:
  
Host:
+
Host:<br />
Public IP:  
+
Public IP: <br />
  
 
Please reply with a time frame you'd be comfortable with us taking your server down for this free upgrade. We like to schedule the window in a 4 hour block of time, so our administrators can schedule appropriately, but the downtime should be less than 30 minutes. We will send notice just prior to taking your server down for the network card update.
 
Please reply with a time frame you'd be comfortable with us taking your server down for this free upgrade. We like to schedule the window in a 4 hour block of time, so our administrators can schedule appropriately, but the downtime should be less than 30 minutes. We will send notice just prior to taking your server down for the network card update.
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This is in regard to the following server
 
This is in regard to the following server
 
+
<br />
host:
+
host:<br />
Public IP:  
+
Public IP: <br />
  
 
Because this is a Windows server, we need to schedule a maintenance window with you to remove the old agent and install the new one, which will take a total of 2 reboots to properly configure.
 
Because this is a Windows server, we need to schedule a maintenance window with you to remove the old agent and install the new one, which will take a total of 2 reboots to properly configure.
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Thank you for your time, and we hope to hear back from you soon.
 
Thank you for your time, and we hope to hear back from you soon.
 
  
 
===Guardian Service Confirmation Email===
 
===Guardian Service Confirmation Email===
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This is an email confirmation that we have activated Guardian on the following server
 
This is an email confirmation that we have activated Guardian on the following server
  
Hostname: <server name>
+
Hostname: <server name><br />
Public IP: <servers primary IP>  
+
Public IP: <servers primary IP> <br />
  
 
Please be aware that the retention schedule for your server is the following:
 
Please be aware that the retention schedule for your server is the following:
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Our standard configuration practice for Linux and Windows server partitions is the following:
 
Our standard configuration practice for Linux and Windows server partitions is the following:
  
Linux Servers - /boot,/usr,/var,/,/home
+
Linux Servers - /boot,/usr,/var,/,/home<br />
Windows Servers - C:\  
+
Windows Servers - C:\ <br />
  
 
In the event you wish to track other partitions or disks, please reply to this ticket as this is a record of your wishes for your server's configuration within our Guardian backup service.   
 
In the event you wish to track other partitions or disks, please reply to this ticket as this is a record of your wishes for your server's configuration within our Guardian backup service.   
Line 523: Line 533:
 
We have identified an issue with HPBS volumes that in some cases causes a memory leak. We have identified the cause of this issue and our engineers are working to resolve this problem as quickly as possible. Your HPBS volume is affected by this bug and to correct the problem we need to reboot your server.  
 
We have identified an issue with HPBS volumes that in some cases causes a memory leak. We have identified the cause of this issue and our engineers are working to resolve this problem as quickly as possible. Your HPBS volume is affected by this bug and to correct the problem we need to reboot your server.  
  
We would like to schedule a reboot as soon as possible. Please reply with your preferred time. Thank you in advance, and we will look forward to hearing from you."
+
We would like to schedule a reboot as soon as possible. Please reply with your preferred time. Thank you in advance, and we will look forward to hearing from you.
Auto Responses  Invalidated Storm/Smart Backups "Dear <CUSTOMER NAME>,
+
===Invalidated Storm/Smart Backups===
 +
 
 +
Dear <CUSTOMER NAME>,
  
Due to a recent hardware failure on one of our backup parents the following
+
Due to a recent hardware failure on one of our backup parents the following server backup(s) on your account are no longer valid:
server backup(s) on your account are no longer valid:
 
  
 
<HOST NAME> - <BACKUP NAME>
 
<HOST NAME> - <BACKUP NAME>
  
We have invalidated this backup to prevent it from mistakenly being used. We
+
We have invalidated this backup to prevent it from mistakenly being used. We apologize for any inconvenience.
apologize for any inconvenience.
 
  
 
Thank you for your time.
 
Thank you for your time.
Line 554: Line 564:
 
Registrant Contact  
 
Registrant Contact  
  
Organization:   
+
Organization:  <br />
First Name:  
+
First Name: <br />
 +
Last Name:<br />
 +
Title/Role: <br />
 +
Country: <br />
 +
Postal Address:<br />
 +
City:<br />
 +
US State/Province:<br />
 +
State/Province/Other:<br />
 +
Postal/Zip Code:<br />
 +
Email Address:<br />
 +
Phone Number: <br />
 +
Ext.:<br />
 +
Fax Number: <br /> 
 +
 
 +
Administrative Contact
 +
 
 +
Organization:  <br />
 +
First Name: <br />
 
Last Name:  
 
Last Name:  
Title/Role:
+
Title/Role: <br />
Country:
+
Country: <br />
Postal Address:
+
Postal Address:<br />
City:
+
City:<br />
US State/Province:
+
US State/Province:<br />
State/Province/Other:
+
State/Province/Other:<br />
Postal/Zip Code:
+
Postal/Zip Code:<br />
Email Address:
+
Email Address:<br />
Phone Number:
+
Phone Number: <br />
  Ext.:
+
Ext.:<br />
Fax Number:  
+
Fax Number:<br />
 
+
 
Administrative Contact
+
==Migrations==   
 
+
 
Organization: 
 
First Name:
 
Last Name:
 
Title/Role:
 
Country:
 
Postal Address:
 
City:
 
US State/Province:
 
State/Province/Other:
 
Postal/Zip Code:
 
Email Address:
 
Phone Number:
 
  Ext.:
 
Fax Number:
 
 
 
==Migrations==   
 
 
 
 
===Windows Migration Form===
 
===Windows Migration Form===
  
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Since we are performing a Plesk to Plesk migration of your server we would like you to review this entire message and fill out the following form so we can get this migration properly setup and scheduled.  Additionally, we recommend reviewing the following [Liquid Web KB article]( http://kb.liquidweb.com/plesk-to-plesk-windows-migrations) for tips and information on how we perform these migrations
 
Since we are performing a Plesk to Plesk migration of your server we would like you to review this entire message and fill out the following form so we can get this migration properly setup and scheduled.  Additionally, we recommend reviewing the following [Liquid Web KB article]( http://kb.liquidweb.com/plesk-to-plesk-windows-migrations) for tips and information on how we perform these migrations
  
<nowiki>
+
<pre>
  
 
***
 
***
Line 651: Line 661:
  
 
***
 
***
</nowiki>
+
</pre>
  
 
After ensuring your data has been migrated and when you are ready to cancel your old account, please reply or email sales@liquidweb.com to terminate your old server.
 
After ensuring your data has been migrated and when you are ready to cancel your old account, please reply or email sales@liquidweb.com to terminate your old server.
  
 
As always, let us know if you have any questions or concerns about this process so our Heroic Support team can address them for you."
 
As always, let us know if you have any questions or concerns about this process so our Heroic Support team can address them for you."
 
  
 
===Monitoring -- Modsec Install===
 
===Monitoring -- Modsec Install===
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I recommend removing backups of accounts that you no longer have on your server, as well as any uncompressed backups (compressed backups will end in .gz). If you issue the following commands from a shell prompt, you'll see the backups that are currently there, and you can compare them to the list of accounts in WHM:
 
I recommend removing backups of accounts that you no longer have on your server, as well as any uncompressed backups (compressed backups will end in .gz). If you issue the following commands from a shell prompt, you'll see the backups that are currently there, and you can compare them to the list of accounts in WHM:
  
cd /backup/cpbackup/weekly/
+
cd /backup/cpbackup/weekly/
ls
+
ls
  
 
If that doesn't clear up much room, you may want to consider upgrading your backup drive, or reducing the amount of old data you're storing.  
 
If that doesn't clear up much room, you may want to consider upgrading your backup drive, or reducing the amount of old data you're storing.  
  
 
Additionally, if you would like our assistance with this in any way, please let us know."
 
Additionally, if you would like our assistance with this in any way, please let us know."
 
  
 
===Customer Active  Linux===
 
===Customer Active  Linux===
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[EVIDENCE HERE]
 
[EVIDENCE HERE]
  
Please feel free to respond to this ticket if you have any questions, comments, or require any further assistance regarding this matter."
+
Please feel free to respond to this ticket if you have any questions, comments, or require any further assistance regarding this matter.
Auto Responses  Monitoring  e1000e  NoRootPassword "Hello,
+
 
 +
 
 +
===e1000e  NoRootPassword===
 +
 
 +
Hello,
  
 
Your server was found to not be passing traffic correctly, and was rebooted to resolve the error. The Intel E1000e network adapter has a known issue with driver support within Linux which causes the network adapter to reset and stop sending or receiving traffic. Given the error involved, the problem will continue to exist until the network adapter is patched, however we cannot access your server with the password on file.  
 
Your server was found to not be passing traffic correctly, and was rebooted to resolve the error. The Intel E1000e network adapter has a known issue with driver support within Linux which causes the network adapter to reset and stop sending or receiving traffic. Given the error involved, the problem will continue to exist until the network adapter is patched, however we cannot access your server with the password on file.  
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If you have any additional questions or concerns please feel free to contact me. "
 
If you have any additional questions or concerns please feel free to contact me. "
 +
 
===Ea3===
 
===Ea3===
 
Hello,
 
Hello,
Line 3,351: Line 3,364:
 
Since we are performing an external Plesk to Plesk migration of your server we would like you to review this entire message and fill out the following form so we can get this migration properly setup and scheduled. Additionally, we recommend reviewing the our [LiquidWeb KB article](http://kb.liquidweb.com/plesk-to-plesk-windows-migrations/) for tips and information on how we perform a migration.
 
Since we are performing an external Plesk to Plesk migration of your server we would like you to review this entire message and fill out the following form so we can get this migration properly setup and scheduled. Additionally, we recommend reviewing the our [LiquidWeb KB article](http://kb.liquidweb.com/plesk-to-plesk-windows-migrations/) for tips and information on how we perform a migration.
  
 
+
<pre>
 
***  
 
***  
====Liquid Web account information====
+
###### Liquid Web account information  
 
1. Account number:  
 
1. Account number:  
 
2. Server hostname:
 
2. Server hostname:
  
 
***  
 
***  
====Single Technician Migrations====
+
###### Single Technician Migrations
 
**We find that migrations handled entirely by one technician typically end in a better migration experience. As a result, your migration will be handled exclusively by one person. We will schedule the migration for as close to the times you have chosen and that we can provide adequate staffing.**
 
**We find that migrations handled entirely by one technician typically end in a better migration experience. As a result, your migration will be handled exclusively by one person. We will schedule the migration for as close to the times you have chosen and that we can provide adequate staffing.**
  
Line 3,365: Line 3,378:
  
 
***  
 
***  
====Source server general information====
+
######Source server general information
 
1. Are you migrating from a Windows server? (Please note we only support Windows to Windows migrations)  
 
1. Are you migrating from a Windows server? (Please note we only support Windows to Windows migrations)  
 
2. Source server IP:  
 
2. Source server IP:  
Line 3,376: Line 3,389:
  
 
***  
 
***  
====Source server's configuration====
+
#####Source server's configuration  
 
By providing us detailed information about the source server's configuration, it helps us to better handle the migration process.
 
By providing us detailed information about the source server's configuration, it helps us to better handle the migration process.
  
Line 3,387: Line 3,400:
  
 
***  
 
***  
====Nameserver Information====
+
######Nameserver Information
 
1. Do you manage your own private nameservers? **If yes, we would suggest that you lower the TTL values to 300 seconds. Please see our [Liquid Web KB article](http://www.liquidweb.com/kb/dns-propagation-and-caching/) for details on this.**  
 
1. Do you manage your own private nameservers? **If yes, we would suggest that you lower the TTL values to 300 seconds. Please see our [Liquid Web KB article](http://www.liquidweb.com/kb/dns-propagation-and-caching/) for details on this.**  
 
2. If so, please list the nameservers:  
 
2. If so, please list the nameservers:  
Line 3,393: Line 3,406:
  
 
***  
 
***  
====Optional Information====
+
#####Optional Information  
 
1. Is there any other information you want to add?
 
1. Is there any other information you want to add?
  
As always, let us know if you have any questions or concerns about this process so our Heroic Support team can address them for you."
+
As always, let us know if you have any questions or concerns about this process so our Heroic Support team can address them for you.
 
+
</pre>
  
 
===Initial Reply===
 
===Initial Reply===
Line 3,414: Line 3,427:
  
 
Since we are performing a Plesk to Plesk migration of your server we would like you to review this entire message and fill out the following form so we can get this migration properly setup and scheduled.  Additionally, we recommend reviewing the following [Liquid Web KB article]( http://kb.liquidweb.com/plesk-to-plesk-windows-migrations) for tips and information on how we perform these migrations
 
Since we are performing a Plesk to Plesk migration of your server we would like you to review this entire message and fill out the following form so we can get this migration properly setup and scheduled.  Additionally, we recommend reviewing the following [Liquid Web KB article]( http://kb.liquidweb.com/plesk-to-plesk-windows-migrations) for tips and information on how we perform these migrations
 
+
<pre>
 
***
 
***
  
====Liquid Web account information====
+
######Liquid Web account information
  
 
Old server hostname:
 
Old server hostname:
Line 3,425: Line 3,438:
 
***
 
***
  
====Single Technician Migrations====
+
######Single Technician Migrations
  
 
**We find that migrations handled entirely by one technician typically end in a better migration experience.  As a result, your migration will be handled exclusively by one person.  We will schedule the migration for as close to the times you have chosen and that we can provide adequate staffing.**
 
**We find that migrations handled entirely by one technician typically end in a better migration experience.  As a result, your migration will be handled exclusively by one person.  We will schedule the migration for as close to the times you have chosen and that we can provide adequate staffing.**
Line 3,433: Line 3,446:
 
***
 
***
  
====General Migration Questions====
+
######General Migration Questions
  
 
1. Do you want to retain IP addresses? (This is not available for migrations between server types; for example, VPS to Dedicated or VPS to SmartVPS)
 
1. Do you want to retain IP addresses? (This is not available for migrations between server types; for example, VPS to Dedicated or VPS to SmartVPS)
Line 3,445: Line 3,458:
 
***
 
***
  
====Source server's configuration====
+
######Source server's configuration
  
 
Do you use:
 
Do you use:
Line 3,461: Line 3,474:
 
***
 
***
  
====Optional Information====
+
######Optional Information
  
 
* Is there any other information you want to add?
 
* Is there any other information you want to add?
Line 3,470: Line 3,483:
  
 
***
 
***
 +
</pre>
  
 
After ensuring your data has been migrated and when you are ready to cancel your old account, please reply or email sales@liquidweb.com to terminate your old server.
 
After ensuring your data has been migrated and when you are ready to cancel your old account, please reply or email sales@liquidweb.com to terminate your old server.
  
 
As always, let us know if you have any questions or concerns about this process so our Heroic Support team can address them for you."
 
As always, let us know if you have any questions or concerns about this process so our Heroic Support team can address them for you."
Auto Responses  Windows  New VPS Parent "Hello,
+
 
 +
===New VPS Parent===
 +
 
 +
Hello,
  
 
The parent server that your VPS is hosted on has been having stability issues lately. We have decided that the best course of action is to move all affected customers to a newly built VPS parent. This will some require downtime on your server, which could last up to 4 hours. We want this to be as smooth as possible for our customers, so we are requesting a time when this will be most convenient for you. If you could reply to this message with a date, time, and time zone that works best for you. We can get this scheduled and taken care of.
 
The parent server that your VPS is hosted on has been having stability issues lately. We have decided that the best course of action is to move all affected customers to a newly built VPS parent. This will some require downtime on your server, which could last up to 4 hours. We want this to be as smooth as possible for our customers, so we are requesting a time when this will be most convenient for you. If you could reply to this message with a date, time, and time zone that works best for you. We can get this scheduled and taken care of.
  
 
We look forward to hearing from you, and as always if you have any questions please let us know."
 
We look forward to hearing from you, and as always if you have any questions please let us know."
 
 
  
 
===ESET File Security not connecting===
 
===ESET File Security not connecting===
Line 3,492: Line 3,507:
 
We would like to make sure ESET File Security is working properly on your server and is receiving updates correctly. Could you please let us know a convenient time with timezone to perform maintenance on ESET File Security? Your server may have to be rebooted several times.
 
We would like to make sure ESET File Security is working properly on your server and is receiving updates correctly. Could you please let us know a convenient time with timezone to perform maintenance on ESET File Security? Your server may have to be rebooted several times.
  
We look forward to hearing from you regarding this matter."
+
We look forward to hearing from you regarding this matter.
Auto Responses  Windows  ESET File Security Virus Found "Hello,
+
 
 +
 
 +
===SET File Security Virus Found===
 +
 
 +
 
 +
Hello,
  
 
We are opening this ticket with you because ESET File Security, which is the Liquid Web managed anti-virus software, has found a virus or piece of malware on [servername]
 
We are opening this ticket with you because ESET File Security, which is the Liquid Web managed anti-virus software, has found a virus or piece of malware on [servername]
Line 3,503: Line 3,523:
 
If you would like for us to just scan and clean/remove any files that contain viruses, with no input from you. Please reply to this and let us know.
 
If you would like for us to just scan and clean/remove any files that contain viruses, with no input from you. Please reply to this and let us know.
  
We look forward to hearing from you regarding this matter."
+
We look forward to hearing from you regarding this matter.
 
 
  
 
===Plesk Backup Setup===
 
===Plesk Backup Setup===
Line 3,520: Line 3,539:
 
If you chose monthly backups what date do you want them to run and at what time?
 
If you chose monthly backups what date do you want them to run and at what time?
  
Do you want the domains suspended during the backup?*
+
Do you want the domains suspended during the backup?
  
  
*It is recommended that domains are suspended during the backup as this generates a more complete backup. The downside to suspending domains is that each domain will need to go offline for the duration of its backup. This option is not recommended if you require that your domains are online 100% of the time."
+
*It is recommended that domains are suspended during the backup as this generates a more complete backup. The downside to suspending domains is that each domain will need to go offline for the duration of its backup. This option is not recommended if you require that your domains are online 100% of the time.
 
 
  
 
===Plesk Password Change===
 
===Plesk Password Change===
Line 3,548: Line 3,566:
 
* Web User Passwords
 
* Web User Passwords
  
If you would like us to run the password changing script for you, please let us know. All passwords will be set at random and will be retrievable via a file called new_plesk_passwords.csv at the end of the process. If you'd like a specific password set for your Plesk Administrator password, please let us know."
+
If you would like us to run the password changing script for you, please let us know. All passwords will be set at random and will be retrievable via a file called new_plesk_passwords.csv at the end of the process. If you'd like a specific password set for your Plesk Administrator password, please let us know.
Auto Responses  Windows  Plesk Password Opt-Out "Hello -
+
 
 +
===Plesk Password Opt-Out===
 +
 
 +
Hello -
  
 
We have placed a note on your account stating that you have requested to be opted out of the mass password change. You should be aware that your passwords have likely been compromised, and that we cannot be held responsible for any malicious activity caused by these compromised passwords.
 
We have placed a note on your account stating that you have requested to be opted out of the mass password change. You should be aware that your passwords have likely been compromised, and that we cannot be held responsible for any malicious activity caused by these compromised passwords.
  
If you have any questions on this, please let us know."
+
If you have any questions on this, please let us know.
 
 
  
 
===Update ESET File Security===
 
===Update ESET File Security===
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Please be aware, that if your quota were to reach the hard quota threshold, backups would no longer operate correctly.
 
Please be aware, that if your quota were to reach the hard quota threshold, backups would no longer operate correctly.
  
If you have any questions, please let us know."
+
If you have any questions, please let us know.
Auto Responses  Migrations  Expectations  Root Access (same platform) "Hello,
+
 
 +
===Expectations  Root Access (same platform)===
 +
 
 +
Hello,
  
 
Thank you for contacting Liquid Web's Migration Department.  The following document will outline what you should expect while the migration is being worked on. Please make sure you read this outline carefully and ask questions on anything that is not clear:
 
Thank you for contacting Liquid Web's Migration Department.  The following document will outline what you should expect while the migration is being worked on. Please make sure you read this outline carefully and ask questions on anything that is not clear:
Line 3,669: Line 3,692:
 
For assistance in setting up your nameservers at popular registrars, please [click here to see our DNS tutorials](https://www.liquidweb.com/support/tutorials/#dns-tutorials).
 
For assistance in setting up your nameservers at popular registrars, please [click here to see our DNS tutorials](https://www.liquidweb.com/support/tutorials/#dns-tutorials).
  
 +
 +
<pre>
 
********************************************************************************
 
********************************************************************************
 
********************************************************************************
 
********************************************************************************
Line 3,676: Line 3,701:
 
********************************************************************************
 
********************************************************************************
 
********************************************************************************"
 
********************************************************************************"
 
+
</pre>
 
 
  
 
===Migrations  Expectations  cPanel with User SSH Access===
 
===Migrations  Expectations  cPanel with User SSH Access===
Line 3,695: Line 3,719:
 
For assistance in setting up your nameservers at popular registrars, please see  https://www.liquidweb.com/support/tutorials/#dns-tutorials.
 
For assistance in setting up your nameservers at popular registrars, please see  https://www.liquidweb.com/support/tutorials/#dns-tutorials.
  
Please note: While we are not able to perform a traditional final sync with user-level SSH access only, if a re-sync of email is desired before you update the DNS to become live on the new server, please request this of your migration specialist so that they can sync the email directory before going live."
+
Please note: While we are not able to perform a traditional final sync with user-level SSH access only, if a re-sync of email is desired before you update the DNS to become live on the new server, please request this of your migration specialist so that they can sync the email directory before going live.
  
 
+
===Expectations  cPanel Access Only===
===Migrations  Expectations  cPanel Access Only===
 
  
 
Hello,
 
Hello,
Line 3,715: Line 3,738:
  
 
Please note: Due to the limited access to the source server, a final sync of data will generally not be possible in this case. We highly recommend completing testing within a timely manner and updating the DNS as soon as ready to avoid a discrepancy in data between when the initial migration and testing were completed. Let us know if you have specific questions in this regard as well."
 
Please note: Due to the limited access to the source server, a final sync of data will generally not be possible in this case. We highly recommend completing testing within a timely manner and updating the DNS as soon as ready to avoid a discrepancy in data between when the initial migration and testing were completed. Let us know if you have specific questions in this regard as well."
 
  
 
===Expectations  Non-cPanel, No SSH Access===
 
===Expectations  Non-cPanel, No SSH Access===
Line 3,816: Line 3,838:
  
  
<nowiki>
+
<pre>
 
# The Form
 
# The Form
  
Line 3,878: Line 3,900:
 
* Folders or files located outside of accounts
 
* Folders or files located outside of accounts
 
* Concerns, comments, questions?
 
* Concerns, comments, questions?
</nowiki>
+
</pre>
  
 
Once we receive a completed form we will send this information to our Migration Specialists to begin the migration. We will contact you when the process has begun.
 
Once we receive a completed form we will send this information to our Migration Specialists to begin the migration. We will contact you when the process has begun.
Line 3,884: Line 3,906:
 
Need help completing this form?
 
Need help completing this form?
 
Please reply to this ticket or contact us at numbers below."
 
Please reply to this ticket or contact us at numbers below."
 
  
 
===Site Clone===
 
===Site Clone===
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https://support.liquidweb.com/hc/en-us/articles/115011622147-Using-One-Time-Secret-for-Password-Protection
 
https://support.liquidweb.com/hc/en-us/articles/115011622147-Using-One-Time-Secret-for-Password-Protection
  
<nowiki>
+
<pre>
 
# The Form
 
# The Form
  
Line 4,012: Line 4,033:
 
* Folders or files located outside of accounts
 
* Folders or files located outside of accounts
 
* Concerns, comments, questions?
 
* Concerns, comments, questions?
</nowiki>
+
</pre>
  
  
Line 4,019: Line 4,040:
 
Need help completing this form?
 
Need help completing this form?
 
Please reply to this ticket or contact us at numbers below."
 
Please reply to this ticket or contact us at numbers below."
 
  
 
===HowTo: Transfer a Single cPanel account===
 
===HowTo: Transfer a Single cPanel account===
Line 4,079: Line 4,099:
 
The restore of the server will be in two basic main phases.
 
The restore of the server will be in two basic main phases.
  
1. We will backup the existing accounts and configurations on the new server.  While this is going on we also install a new operating system on a separate drive. Once that is complete we will need to take the old server down to complete the setup of the new server. This will usually take 1-3 hours, and your sites will be offline starting at this time.
+
1. We will backup the existing accounts and configurations on the new server.  While this is going on we also install a new operating system on a separate drive. Once that is complete we will need to take the old server down to complete the setup of the new server. This will usually take 1-3 hours, and your sites will be offline starting at this time.<br />
2. Your server will then be brought back online and we will begin restoring the configurations and accounts. While the accounts are being restored they should begin to resolve. If there is additional troubleshooting that needs to take place it should be left until the restores are complete. Attempting to troubleshoot during the restores can lead to the creation of additional problems.
+
2. Your server will then be brought back online and we will begin restoring the configurations and accounts. While the accounts are being restored they should begin to resolve. If there is additional troubleshooting that needs to take place it should be left until the restores are complete. Attempting to troubleshoot during the restores can lead to the creation of additional problems.<br />
  
 
Typically the restores are done alphabetically by username, as this is how the backups are listed. If you have some domains that are more important than others please let us know which those are so that we can restore them first. Also, if you are aware of any special programs or configuration on the current server please let us know so we can be sure to set it up on the new server.
 
Typically the restores are done alphabetically by username, as this is how the backups are listed. If you have some domains that are more important than others please let us know which those are so that we can restore them first. Also, if you are aware of any special programs or configuration on the current server please let us know so we can be sure to set it up on the new server.
Line 4,089: Line 4,109:
  
 
Please let me know if you have any more questions on this process."
 
Please let me know if you have any more questions on this process."
 
 
  
 
===Rooted - Storm===
 
===Rooted - Storm===
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The restore of the server will be in three basic phases:
 
The restore of the server will be in three basic phases:
  
1. We will back up the accounts and settings on the server, the time frame for which can vary depending on the number of sites. Once the backup is finished we will then clone the rooted Storm server to a temporary copy. Your sites will remain online during this time.
+
1. We will back up the accounts and settings on the server, the time frame for which can vary depending on the number of sites. Once the backup is finished we will then clone the rooted Storm server to a temporary copy. Your sites will remain online during this time.<br />
2. We will re-image the live server. This will usually take 1-3 hours, and your server will be offline during this time. The reason for these two phases together is to retain the original IP addresses from the rooted server. If you would prefer less downtime, and would not mind if the IP addresses changed, a migration may be a better option for you. Please let us know if you wish to explore this option.
+
2. We will re-image the live server. This will usually take 1-3 hours, and your server will be offline during this time. The reason for these two phases together is to retain the original IP addresses from the rooted server. If you would prefer less downtime, and would not mind if the IP addresses changed, a migration may be a better option for you. Please let us know if you wish to explore this option.<br />
3. Your server will then be brought back online and accounts will start being restored. Typically the restores are done alphabetically by username, as this is how the backups are listed. If you have some domains that are more important than others please let us know. We can arrange to have those restore first. Also, if you are aware of any special programs or configuration on the current server please let me know so I can be sure to set it up on the new server. I will review the server for common applications and php/apache settings during the restore.
+
3. Your server will then be brought back online and accounts will start being restored. Typically the restores are done alphabetically by username, as this is how the backups are listed. If you have some domains that are more important than others please let us know. We can arrange to have those restore first. Also, if you are aware of any special programs or configuration on the current server please let me know so I can be sure to set it up on the new server. I will review the server for common applications and php/apache settings during the restore.<br />
  
 
While the accounts are being restored they should begin to resolve. If there is additional troubleshooting that needs to take place it should be left until the restores are complete. Attempting to troubleshoot during the restores can lead to the creation of additional problems.
 
While the accounts are being restored they should begin to resolve. If there is additional troubleshooting that needs to take place it should be left until the restores are complete. Attempting to troubleshoot during the restores can lead to the creation of additional problems.
Line 4,117: Line 4,135:
 
Our standard procedure during a backup drive replacement is to replace the drive with a blank drive and repopulate the data by running new backups. Since there is no data transfer the downtime is usually 20-40 minutes. The old backup drive is retained for a period of 30 days in case there is data needed from it.
 
Our standard procedure during a backup drive replacement is to replace the drive with a blank drive and repopulate the data by running new backups. Since there is no data transfer the downtime is usually 20-40 minutes. The old backup drive is retained for a period of 30 days in case there is data needed from it.
  
Please provide a 2-hour window in which to take your server down to complete this maintenance."
+
Please provide a 2-hour window in which to take your server down to complete this maintenance.
Auto Responses  Monitoring  mod_cloudflare_suggest "Hello,
+
 
 +
===mod_cloudflare_suggest===
 +
 
 +
Hello,
  
 
Our monitoring system today reported that Apache was down. After further investigation, we noticed an IP address from CloudFlare hosting was making wp-login attempts to your [[DOMAIN]] website. We can help mitigate this by installing mod_cloudflare. This will require recompiling Apache, downtime for which can be scheduled at your convenience.
 
Our monitoring system today reported that Apache was down. After further investigation, we noticed an IP address from CloudFlare hosting was making wp-login attempts to your [[DOMAIN]] website. We can help mitigate this by installing mod_cloudflare. This will require recompiling Apache, downtime for which can be scheduled at your convenience.
Line 4,125: Line 4,146:
  
 
Currently, the CloudFlare IP is the only IP displayed. After installing mod_cloudflare, we can determine whether or not the IP is abusive because it is logged in the domain logs as the actual source IP, rather than the one provided by CloudFlare. Please advise on how you would like us to proceed."
 
Currently, the CloudFlare IP is the only IP displayed. After installing mod_cloudflare, we can determine whether or not the IP is abusive because it is logged in the domain logs as the actual source IP, rather than the one provided by CloudFlare. Please advise on how you would like us to proceed."
Handoff  To Sales - Existing Business (Unauthed) " Thank you for contacting the Liquid Web Solutions team!  We want to assist you as quickly as we can.  For the security and protection of your account, however, we do need all requests to be authenticated.  Please authenticate this request using your Liquid Web manage.liquidweb.com username and password at the following link:
 
  
{{ticket.ticket_field_23230053}}
+
 
 +
===Handoff  To Sales - Existing Business (Unauthed)===
 +
 
 +
Thank you for contacting the Liquid Web Solutions team!  We want to assist you as quickly as we can.  For the security and protection of your account, however, we do need all requests to be authenticated.  Please authenticate this request using your Liquid Web manage.liquidweb.com username and password at the following link:
 +
 
 +
{{auth link}}
  
 
To expedite this process in the future, you can open authenticated tickets from within the manage.liquidweb.com interface and doing the following:
 
To expedite this process in the future, you can open authenticated tickets from within the manage.liquidweb.com interface and doing the following:
Line 4,134: Line 4,159:
 
-Select the appropriate ticket category (sales in this case) and fill out the remainder of the fields.
 
-Select the appropriate ticket category (sales in this case) and fill out the remainder of the fields.
 
-Click 'Submit Ticket' at the bottom."
 
-Click 'Submit Ticket' at the bottom."
Sales  Existing Customer (Unauthed) " Thank you for contacting the Liquid Web Solutions team!  We want to assist you as quickly as we can.  For the security and protection of your account, however, we do need all requests to be authenticated.  Please authenticate this request using your Liquid Web manage.liquidweb.com username and password at the following link:
 
  
{{ticket.ticket_field_23230053}}
+
===Existing Customer (Unauthed)===
 +
 
 +
Thank you for contacting the Liquid Web Solutions team!  We want to assist you as quickly as we can.  For the security and protection of your account, however, we do need all requests to be authenticated.  Please authenticate this request using your Liquid Web manage.liquidweb.com username and password at the following link:
 +
 
 +
{{auth link}}
  
 
To expedite this process in the future, you can open authenticated tickets from within the manage.liquidweb.com interface and doing the following:
 
To expedite this process in the future, you can open authenticated tickets from within the manage.liquidweb.com interface and doing the following:
Line 4,143: Line 4,171:
 
-Select the appropriate ticket category (sales in this case) and fill out the remainder of the fields.
 
-Select the appropriate ticket category (sales in this case) and fill out the remainder of the fields.
 
-Click 'Submit Ticket' at the bottom."
 
-Click 'Submit Ticket' at the bottom."
 
  
 
==Billing==   
 
==Billing==   
Line 4,151: Line 4,178:
 
Hello,  
 
Hello,  
  
 
&nbsp;
 
 
Thank you for contacting Liquid Web. Our billing team hours are Mon-Fri 8AM-6PM (EST). If this is an issue our heroic support team can assist you with they will be in touch shortly. If it is not something they can assist with, you will hear back from the billing team when they return to the office.  
 
Thank you for contacting Liquid Web. Our billing team hours are Mon-Fri 8AM-6PM (EST). If this is an issue our heroic support team can assist you with they will be in touch shortly. If it is not something they can assist with, you will hear back from the billing team when they return to the office.  
  
 
Thank you for your patience.
 
Thank you for your patience.
 
  
 
===Migrations  MWPDashboard===
 
===Migrations  MWPDashboard===

Latest revision as of 15:56, 13 October 2017

Contents

auto responses

Billing

Account Past Due (Dedicated/LW Storm Suspended Notice)

*****************************************

IMPORTANT - ACCOUNT SUSPENDED - IMPORTANT

*****************************************

Dear Liquid Web Customer,

This is to inform you that your Liquid Web account has been suspended since your account is currently past due. I would be more than happy to assist you in bringing your account up to date. We accept the following forms of payment:


Visa, MasterCard, America Express, Paypal (payments@liquidweb.com), Check, and Wire Transfer.

http://www.liquidweb.com/kb/account-payment-methods/


Your immediate attention to resolve this matter is extremely important.

Please respond to this message, or call a member of our Billing Team at 1-800-580-4985 option 4.

Your services will be completely terminated if we don't receive payment for your account by your next billing cycle.

Please let me know if you have any questions."

Account Past Due (LW Termination Notice)

*****************************************

IMPORTANT - ACCOUNT TERMINATION - IMPORTANT

*****************************************


Dear Customer,


This is to inform you that your Liquid Web account is being scheduled for termination since your account is currently past due. I would be more than happy to assist you in bringing your account up to date. We accept the following forms of payment:


Visa, MasterCard, America Express, Paypal (payments@liquidweb.com), Check, and Wire Transfer.

http://www.liquidweb.com/kb/account-payment-methods/



Your immediate attention to resolve this matter is extremely important.


Please respond to this message, or call a member of our Billing Team at 1-800-580-4985 option 4.


If our billing department receives no response from you within 48 hours, your server(s) will be terminated and all data will be completely DESTROYED.

Please let me know if you have any questions."

Account Past Due (LW Warning Notice)

*****************************************

IMPORTANT - ACCOUNT PAST DUE - IMPORTANT

*****************************************

Dear Liquid Web Customer,

I hope you find yourself well. The purpose of this email is to inform you that your account is past due. I would be more than happy to assist you in bringing your account up to date. We accept the following forms of payment:


Visa, MasterCard, America Express, Paypal - payments@liquidweb.com Check, Wire Transfer.


Your immediate attention to resolve this matter is extremely important.

Please respond to this message, or call a member of our Billing Team at 1-800-580-4985 option 4.

Avoid service interruption by paying your past due balance!"

Past Due (Shared Suspended Notice)

*****************************************

IMPORTANT - ACCOUNT SUSPENDED - IMPORTANT

*****************************************

Dear Liquid Web Customer,

This is to inform you that your Liquid Web account and cPanel license(s) has been suspended since your account is past due. I would be more than happy to assist you in bringing your account up to date. We accept the following forms of payment:


Visa, MasterCard, America Express, Paypal (payments@liquidweb.com), Check, and Wire Transfer.

http://www.liquidweb.com/kb/account-payment-methods/


Your immediate attention to resolve this matter is extremely important.

Please respond to this message, or call a member of our Billing Team at 1-800-580-4985 option 4.

Your services will be completely terminated if we don't receive payment for your account by your next billing cycle.

Please let me know if you have any questions."

Account Past Due (SoD Suspended Notice)

*****************************************

IMPORTANT - ACCOUNT SUSPENDED - IMPORTANT

*****************************************

Dear Storm On Demand Customer,


This is to inform you that your Storm On Demand account has been suspended since your account is past due. I would be more than happy to assist you in bringing your account up to date. We accept the following forms of payment:


Visa, MasterCard, America Express, Paypal - payments@liquidweb.com, Check, Wire Transfer.


Your immediate attention to resolve this matter is extremely important.

Please respond to this message, or call a member of our Billing Team at 1-877-330-7660 option 4.

Your services will be terminated if we don't receive payment for your account by your next billing cycle.

Please let me know if you have any questions."

Account Past Due (SoD Termination Notice)

*****************************************

IMPORTANT - ACCOUNT TERMINATION - IMPORTANT

*****************************************


Dear Customer,


This is to inform you that your Storm On Demand account is being scheduled for termination since your account is past due. I would be more than happy to assist you in bringing your account up to date. We accept the following forms of payment:


Visa, MasterCard, America Express, Paypal (payments@liquidweb.com), Check, and Wire Transfer.

http://www.liquidweb.com/kb/account-payment-methods/


Your immediate attention to resolve this matter is extremely important.


Please respond to this message, or call a member of our Billing Team at 1-877-330-7660 option 4.


If our billing department hears no response back from you within 48 hours, your server(s) will be terminated and all data will be completely DESTROYED.

Please let me know if you have any questions."

Account Past Due (SoD Warning Notice)

*****************************************

IMPORTANT - ACCOUNT PAST DUE - IMPORTANT

*****************************************

Dear Storm On Demand Customer,

I hope you find yourself well. The purpose of this email is to inform you that your account is past due. I would be more than happy to assist you in bringing your account up to date. We accept the following forms of payment:


Visa, MasterCard, America Express, Paypal - payments@liquidweb.com Check, Wire Transfer.


Your immediate attention to resolve this matter is extremely important.

Please respond to this message, or call a member of our Billing Team at 1-877-330-7660 option 4.

Avoid service interruption by paying your past due balance!"

Credit Card Charge APPROVED

*****************************************

Credit Card Charge Notification

*****************************************

Dear Customer,

This email is to confirm that we were able to charge your card successfully and your payment has been posted to your account.

If you have any questions regarding your payment or any other billing matter, please reply to this email with your inquiry. You can also call us at the following numbers:

1.800.580.4985 Toll-Free within the USA and Canada. 1.517.322.0434 International

As always, we appreciate your business. Thank you for hosting with us!"

Credit Card Charge DECLINED

*****************************************

Credit Card Charge Notification

*****************************************

Dear Customer,

We tried charging your credit card and it was DECLINED by your bank. This could be due to one the following reasons:

  • Not having enough available credit on the card
  • The card has expired
  • Some of the credit card information (possibly including the billing address) was not entered accurately

If your credit card continues to be declined, you should verify the card is still valid and that the information entered in our system is accurate. Please verify your billing address matches EXACTLY as it appears on your credit card statement via your Manage interface. You may also choose to use a different credit card or payment method.

Please contact the credit card issuing company or your bank for questions relating to your credit card or to investigate reasons of refusal.

Feel free to reply to this email if you have any questions concerning your account with us. You can also call us at the following numbers:


1.800.580.4985 Toll-Free within the USA and Canada.
1.517.322.0434 International


As always, we appreciate your business. Thank you for hosting with us!

Payment Received PAYPAL

*****************************************

PayPal Payment Notification

*****************************************

Dear LiquidWeb Customer,

This email is to confirm we have received and posted to your account the PayPal payment you recently sent us.

If you have any questions regarding your payment or any other billing matter, please contact us using the following information:

Liquid Web, Inc.

sales@liquidweb.com
support@liquidweb.com

1.800.580.4985 Toll-Free within the USA and Canada.
1.517.322.0434 International
517-322-0434 Int. 517-322-0493 Fax

You can also submit a Billing Ticket via https://manage.liquidweb.com/

As always, we appreciate your business. Thank you for hosting with us!"

Transfer of Liability/Ownership

Dear Customer,

I hope you are doing well. We recently received your request to transfer the liability/ownership of your current account with us to a different person/entity.

In order to proceed with this request, we will need the current account owner's explicit permission via this ticket along with a copy of their government-issued ID such as their driver's license (front and back) or passport as an attachment to the ticket. If this is a company, we will need a government-issued ID (driver's license or passport) of the acting officer or legal representative as well as a copy of the articles of incorporation or a letter from the acting officer or legal representative for the company. We will also need the following information for the new owner of the account:

Full Name
Company Name
Billing Address
Billing Phone Number
Email
Fax Number
New Form of payment

Once we receive this information/documentation, we should be able to verify the new owner's details and initiate the transfer for you.

Please notice that these steps are required for the protection of the account. If you would like to fax your information, please feel free to send it to the following number in attention to the Sales Department:

(517) 322.3158

Please let me know if you have any questions.

Thank you for your time.

</div>

Circuit Maintenance

Hello,

Your server, host.servername.com (IP.Address), resides on a power circuit that will require maintenance in the near future, so we need to setup a time with you to move your server to a different circuit.

I estimate that the server would see at most 30 minutes of downtime. In this particular case, I will only need to shut down the server, plug the server into the new circuit, and then start the server back up.

We are more than happy to schedule this move at your convenience, so please provide us with a preferred date and time, with as much notice as possible, and we will get this scheduled.

We apologize for the inconvenience, but we must adhere to the highest possible infrastructure standards.

Please let us know if you have any questions, and when you would like to schedule the changeover." Auto Responses closing statement Auto Responses clost If you have any other questions, feel free to ask. Auto Responses Credential Update Linux "Hello,

We are currently attempting to access your server to perform work on it but the credentials we have on file appear to be incorrect. Please login to your account and update your root password at this URL:

https://manage.liquidweb.com/

On the 'Server Overview' page, please select the server, click 'Confirm Root Password,' then enter the correct password.

If you have altered the SSH port or require a non-root user to su to root, then please select a server, and click the 'Advanced settings' link to supply this information as well. From here you can update all your servers at once, if you have more than one associated with your account, to the correct information if they all have the same requirements.

As your server is managed, ensuring you have the correct login credentials for your server(s) on file through the manage.liquidweb.com is imperative to expeditious resolution of any issues which may arise. We need the login credentials to your server to be able to complete the following list (which is not comprehensive:)

  • Support requests requiring access to your server
  • IP requests to obtain your current utilization as well as to allocate the new IPs
  • Monitoring to restore failed services
  • Audits of the server in response to security incidents or malicious activity

We thank you in advance for updating these credentials to expedite future requests, and apologize for the delay in completing the current work on your server.

Thank you for your time.


Enterprise Initial Response

Hello,

Thank you for contacting Liquid Web. I will pass this right over to one of your Enterprise team members, who will be in touch as quickly as possible.


Guardian Account Over Quota

Hello,

Our Guardian Backup System has notified us that your Guardian Backup Package is Over Quota for the following server.

Hostname: ****HOSTNAME****
Primary IP: ****IP****

Please be aware, that due to this situation, backups have stopped and will not continue until we have heard from you regarding this ticket.

This situation can occur due to one of the following.

1. Your server contains too much data for the quota you are subscribed for.

2. The amount of data changing between incremental backups has caused the total space used to reach your quota.

This can be corrected by doing one of the following.

1. Upgrading your Guardian Quota

Your Current Package: *****GB Storage Total Price: $*****/month

The next size package that you would need to resolve the current issue.

100GB Storage Total price: $25/month
250GB Storage Total price: $50/month
500GB Storage Total price: $100/month
1TB Storage Total price: $150/month
2TB Storage Total price: $250/month
3TB Storage Total price: $350/month
5TB Storage Total price: $500/month

2. Removing excess data on your server, purging old data and starting a fresh set of backups.

Please let us know how you would like to proceed.

It is our intention to get this situation resolved for you as quickly as possible. Please keep in mind that while your account is over quota, backups will not be completed.

Please let us know if you have any questions, I will be more then happy to help."

Guardian Disk safe corruption

Hello,

I'm writing you to let you know that our Guardian backup system has encountered an issue with the disk safe containing the backups for

Host:
Public IP:

To correct this condition, we have started a new disk safe for backups to be contained within.

We always attempt to preserve customers' data as long as possible, however, due to space constraints, it is not always practical to keep the old disk safes upon completion of new backups.

Please be advised, if we do not hear from you otherwise, we will remove old backups as soon as new backups are completed, or as late as 3 days from this notice. We will never delete the data we have for your server without completing a new backup into a new disk safe in this type of situation.

Please let me know if you have any questions or if you wish us to preserve the older backups for a longer period of time."

Guardian Gigiabit Network Card Idera Migration

Hello,

We are in the process of migrating customers to a new version of the software that drives our Guardian off-site managed backup system.

During this process, we are also taking the opportunity to upgrade the access switches that client servers connect to in our DC2 building.

We found your server does not have an open gigabit network card. If this is not a concern for you, you can elect to use a second network card that is not gigabit-capable on your server, which will simply mean a reduced data transfer rate than the gigabit network card would offer. If you would prefer not to upgrade your network card, please let us know here.

This is in regard to the following server:

Host:
Public IP:

Please reply with a time frame you'd be comfortable with us taking your server down for this free upgrade. We like to schedule the window in a 4 hour block of time, so our administrators can schedule appropriately, but the downtime should be less than 30 minutes. We will send notice just prior to taking your server down for the network card update.

Thank you for your time, and we look forward to your reply.

Guardian Migration Linux

Hello,

We have opened this ticket to inform you that we will be upgrading the Guardian off-site backup software that resides on your server, [hostname].

Due to incompatibilities between the different versions of software that power the Guardian product, we will be moving your server into a different Guardian backup server cluster. Your old backup data cannot be migrated between clusters, unfortunately. To ensure that backups are preserved for your server during this transition, we will leave backup data in the old cluster intact until the new cluster has taken at least two days of backups. This will ensure we can restore a recent backup if required.

Please feel free to reply to this support ticket if you have any questions or concerns.

Thank you.

Guardian Migration Windows

Hello,

We are in the process of migrating customers to a new version of the software that drives our Guardian off-site managed backup system.

This is in regard to the following server
host:
Public IP:

Because this is a Windows server, we need to schedule a maintenance window with you to remove the old agent and install the new one, which will take a total of 2 reboots to properly configure.

We would ideally like to complete this within 48 hours of this notice. Please confirm a window of time to resolve this. It should not take longer than 30 minutes.

Please be aware, that if we do not hear back from you on this we will plan to perform this task at our convenience after 48 hours of this notice being sent. We will send email warnings prior to doing that action.

Thank you for your time, and we hope to hear back from you soon.

Guardian Service Confirmation Email

Hello,

Thank you for ordering the Guardian off-site backup service.

This is an email confirmation that we have activated Guardian on the following server

Hostname: <server name>
Public IP: <servers primary IP>

Please be aware that the retention schedule for your server is the following:

48 Hourly Backups 
7  Daily Backups
2  Weekly Backups 

This schedule is not flexible.

Our standard configuration practice for Linux and Windows server partitions is the following:

Linux Servers - /boot,/usr,/var,/,/home
Windows Servers - C:\

In the event you wish to track other partitions or disks, please reply to this ticket as this is a record of your wishes for your server's configuration within our Guardian backup service.

Also be aware in the event you make changes to the partition tables, you should alert us of this so we can verify with you that Guardian is properly functioning after those changes are made. We may at that point need to start a fresh backup into a new disk safe.

Please feel free to reply to this ticket if you have any questions or concerns; we're always happy to assist.

Thank you for your time."

HPBSRebootNeeded

Hello,

We have identified an issue with HPBS volumes that in some cases causes a memory leak. We have identified the cause of this issue and our engineers are working to resolve this problem as quickly as possible. Your HPBS volume is affected by this bug and to correct the problem we need to reboot your server.

We would like to schedule a reboot as soon as possible. Please reply with your preferred time. Thank you in advance, and we will look forward to hearing from you.

Invalidated Storm/Smart Backups

Dear <CUSTOMER NAME>,

Due to a recent hardware failure on one of our backup parents the following server backup(s) on your account are no longer valid:

<HOST NAME> - <BACKUP NAME>

We have invalidated this backup to prevent it from mistakenly being used. We apologize for any inconvenience.

Thank you for your time.

jhayhoe ICANN

Hello,

Every year, ICANN (the Internet Corporation for Assigned Names and Numbers) requires all accredited registrars to send a notification to individuals who registered a domain (the registrant) and review their contact information for accuracy.

Please remember that under the terms of your registration agreement, providing false or inaccurate Whois (contact) information can be grounds for the cancellation of your domain name registration.

If the contact information listed is accurate, you do not need to take any further action. However, if any of the contact information is inaccurate, you will need to provide your updated information.

Domains names for review:

<Add Domain name here>

Please review whois record for this domain and if you'd like to have the whois information for your domain changed please fill out all the following fields. If one of these fields doesn't apply and is left blank we'll enter either N/A or all zeros if it is a telephone number.

Registrant Contact

Organization:
First Name:
Last Name:
Title/Role:
Country:
Postal Address:
City:
US State/Province:
State/Province/Other:
Postal/Zip Code:
Email Address:
Phone Number:
Ext.:
Fax Number:

Administrative Contact

Organization:
First Name:
Last Name: Title/Role:
Country:
Postal Address:
City:
US State/Province:
State/Province/Other:
Postal/Zip Code:
Email Address:
Phone Number:
Ext.:
Fax Number:

Migrations

Windows Migration Form

Hello,

Since we are performing a Plesk to Plesk migration of your server we would like you to review this entire message and fill out the following form so we can get this migration properly setup and scheduled. Additionally, we recommend reviewing the following [Liquid Web KB article]( http://kb.liquidweb.com/plesk-to-plesk-windows-migrations) for tips and information on how we perform these migrations


***

###### Liquid Web account information

Old server hostname:

New server hostname:

***

###### Single Technician Migrations

**We find that migrations handled entirely by one technician typically end in a better migration experience.  As a result, your migration will be handled exclusively by one person.  We will schedule the migration for as close to the times you have chosen and that we can provide adequate staffing.**

* What time frame (day of the week & time of day including time-zone) would you like a technician scheduled to work on your migration? **(Please note that we only schedule migrations with a technician that can perform the final sync.  The final sync will not be scheduled until you have thoroughly tested each of your sites since testing can take some time.  Performing the final sync of data before each site is tested can result in unplanned downtime for your sites.)**

***

###### General Migration Questions

1. Do you want to retain IP addresses? (This is not available for migrations between server types; for example, VPS to Dedicated or VPS to SmartVPS)

2. If you do not want to, or are not able to, are your domains using name servers hosted at Liquid Web?

3. Please list the name servers & domains using name servers at Liquid Web if you would like us to lower the TTL values for you:

**(In the event that you are hosting name servers at another location, we would suggest that you lower the TTL values to 300 seconds.)**

***

###### Source server's configuration

Do you use:

1. Sitebuilder?:

2. Tomcat?:

3. Coldfusion?:

4. An email server other than MailEnable Standard?: (If yes, you will need to provide an installer and key of one that is supported by Plesk.)

5. Are there any custom configurations or data made outside of Plesk that you would like to have included in the migration?  Some examples of these include databases, sites, users, permissions, changes to the php.ini, and third party software. **(Please note, these may incur additional costs and will be considered 'best effort' as only the Plesk to Plesk migration is free of charge and supported)**

***

###### Optional Information

* Is there any other information you want to add?

***

**PLEASE ALSO NOTE THAT YOUR OLD ACCOUNT OR SERVER WILL NOT BE CANCELED AUTOMATICALLY**

***

After ensuring your data has been migrated and when you are ready to cancel your old account, please reply or email sales@liquidweb.com to terminate your old server.

As always, let us know if you have any questions or concerns about this process so our Heroic Support team can address them for you."

Monitoring -- Modsec Install

Hello,

Your server has seen recent instability due to an ongoing Brute-Force attempt to compromise your WordPress installations. Our recommendation to correct this is to allow us to install ModSecurity on your server, and apply our rules. This will block traffic that mimics these malicious attempts to compromise your server, and hopefully bring stability back to your server.

For more information you can visit http://www.modsecurity.org/

Please let us know if you would like us to install and configure ModSecurity appropriately.

Monitoring

Backup Full

Hello,

I am writing to inform you that our Sonar Monitoring system alerted us that your backup drive has reached 100% capacity. Space will need to be made out to prevent the backup process from failing, thus causing a potential chain reaction of instability among your running services.

I recommend removing backups of accounts that you no longer have on your server, as well as any uncompressed backups (compressed backups will end in .gz). If you issue the following commands from a shell prompt, you'll see the backups that are currently there, and you can compare them to the list of accounts in WHM:

cd /backup/cpbackup/weekly/
ls

If that doesn't clear up much room, you may want to consider upgrading your backup drive, or reducing the amount of old data you're storing.

Additionally, if you would like our assistance with this in any way, please let us know."

Customer Active Linux

Hello,

Our Sonar Monitoring system alerted us to a problem on your server, but when we logged in we saw a user logged in and active as root. In case the errors we are seeing are caused by something you have intentionally done, I wanted to contact you.

If you are not making intentional changes that would cause these services to go down, please let me know and I will diagnose the errors and get the services responsive again.

If you are making changes to bring the services offline, please let me know and I will disable monitoring for those services. Additionally, if you would like you can edit the service we monitor through your management portal.

Please let me know how you would like me to proceed."

CustomerActive Windows

Hello,

Our Sonar Monitoring system alerted us to a problem on your server, but when we logged in we saw a user logged in and active as Administrator. In case the errors we are seeing are caused by something you have intentionally done, I wanted to contact you.

If you are not making intentional changes that would cause these services to go down, please let me know and I will diagnose the errors and get the services responsive again.

If you are making changes to bring the services offline, please let me know and I will disable monitoring for those services. Additionally, if you would like you can edit the service we monitor through your management portal.

Please let me know how you would like me to proceed."

DefaultAddressChange

Hello,

I'm writing to inform you about a configuration change that I made for one of your users. Our Sonar Monitoring System alerted me to an elevated load on your server, so I logged in to see what was causing the problem. The domain, Template:DOMAIN, was receiving a large amount of email being sent to invalid addresses, such as:

Template:INSERT EXAMPLES PULLED FROM /var/log/exim mainlog

Since the default email address for this domain was active, all of those messages were being routed to the user's inbox, and causing significant load on your server. By changing the default mail address for this domain to :fail: I was able to alleviate the load problem, and keep your server stable.

Additionally, for any other domains on your server where the default address is active, we recommend that this be changed to :fail: to prevent a similar situation from occurring again. This can be done from cPanel for the accounts, or from the shell by editing /etc/valiases/domainname for each domain.

Please let me know if you have any questions, or if we can help in any way. " Auto Responses Monitoring DiskFull.NeedRes "Today our monitoring system began to report SERVICE as unresponsive on your server. Upon investigation, it was found that your server's BLANK disk was full. We attempted to remove erroneous cached data in order to resolve this problem but, due to the the volume and nature, we were unable to remove an amount sufficient to make the service operational again. Upon a thorough investigation of disk usage, following areas showed the highest consumption:

[TOP DISK CONSUMPTION PARTITIONS HERE]

Further investigation shows the following disk usage in [DRIVE LOCATION HERE]:

[EVIDENCE HERE]

Please feel free to respond to this ticket if you have any questions, comments, or require any further assistance regarding this matter.


e1000e NoRootPassword

Hello,

Your server was found to not be passing traffic correctly, and was rebooted to resolve the error. The Intel E1000e network adapter has a known issue with driver support within Linux which causes the network adapter to reset and stop sending or receiving traffic. Given the error involved, the problem will continue to exist until the network adapter is patched, however we cannot access your server with the password on file.

Please be aware if you would like us to handle this process for you, we will need access to your server and a time during which it is okay to restart the system. If you would like to complete the patch yourself, the steps to do so have been outlined below.

For specific details on regarding this issue, please follow either of these two links.
https://bugzilla.redhat.com/show_bug.cgi?id=632650
http://www.doxer.org/learn-linux/resolved-intel-e1000e-driver-bug-on-82574l-ethernet-controller-causing-network-blipping/

Below are the steps for patching the Intel E1000e network adapter driver. These steps should be completed at the command line of your server. 1.This will install the base patch to the driver.

yum install kmod-e1000e

2. These two command backup the existing system's grub.conf and add pcie_aspm=off to each kernel line. This is important to keeping the patch in place when the server is rebooted.

cp /boot/grub/grub.conf{,.bak`date +%m%d%I`}
sed -i '/kernel/s|$| pcie_aspm=off|' /boot/grub/grub.conf

3. This creates the configuration file for the drive with the appropriate settings.

echo 'options e1000e IntMode=1,1,1,1' > /etc/modprobe.d/e10001.conf

4. Reboot the host for the fixes to take effect.

init 6

If you have any additional questions or concerns please feel free to contact me. "

Ea3

Hello,

While addressing a problem that our Sonar Monitoring System alerted me to today, I noticed that Easyapache3 hasn't yet been run on your server.

Easyapache is the cPanel script that is used to build Apache and PHP on your server. In previous version of WHM, the Apache configuration was not re-written every time an easyapache was run. cPanel changed the way that the script works and the way that it builds the apache configuration when it released Easyapache3. Now, whenever Easyapache is run on your server (and when any account or configuration change is made), the apache configuration is completely rewritten, and any manual changes that have been made to it are wiped out.

Obviously, this can cause significant problems if the new script is run without proper preparation. I'd like to work with you to run this script, and quickly fix any problems that might show up directly after it's run, and prevent any unpleasant surprises when it needs to be run further down the line.

If this is okay, please reply with a good time that we can work together to bring your server current.


ForcedFSCK

Hello,

I am writing to inform you that your server reported down in our Sonar Monitoring System, required a reboot, and failed its automated self-check, requiring a file-system check of one of your partitions. As soon as that is complete your server will be up.

The need for the reboot was {{{{{{{INSERT WHY THE SERVER WAS REBOOTED}}}}}}}}}}

Please let us know if you have any questions, and we will let you know when the server is back online.

HardwareFailure

Hello,

In an effort to keep you updated on the status of your services, this message is to inform you that your server has reported down in our Sonar Monitoring System. At this time, we are still investigating the cause of this, however we are working expeditiously to uncover and repair the issue.

The server is currently offline and this investigation/repair is actively being performed by our highly trained System-Restore team. We will continue to update you as information becomes available while we approach a timely resolution.

In the meantime, do not hesitate to contact us with any further questions or concerns."

KP DowntimeNeeded

Hello,

A member of our Sonar Monitoring Team found your server kernel panicked and the error on the screen indicated that the ram in your server is going bad and needs to be replaced. While the server is back online now, we would like to schedule a maintenance window of four hours, during which your server will be down for 10-20 minutes while we remove and replace the ram in your server.

Please let us know as soon as possible when we can perform this maintenance. Additionally, if your server kernel panics again before we hear from you or before the maintenance window we'll replace the ram at that time if able.

Memory php ea

Hello,

Our Sonar Monitoring system alerted us to high memory use on your server, and we found Apache and PHP using the bulk of the memory allotted to your server. The version of Apache and PHP you are using has been known to cause issues during CPanel updates causing service failures and overall performance degradation of your server.

To correct this memory issue we are going up update php from {{{CURRENT VERSION should be 5.2.6 or less}}}} to {{{{{MOST CURRENT SUB-VERSION AVAILABLE IN EA should be 5.2.13 or higher}}}}. This will repair the memory leaks errors that exist in your current version of PHP, as well as apply the many security updates that are applied in each sub-version.

We are going to start this process now and will update you again once this is complete. Let us know if you have any questions, concerns, or encounter any problems related to this problem.


ModSec

Hello,

While addressing a problem our monitoring system alerted us to, we found that your server is being exploited. Exploits, though avoidable, are common. Apache has a module named Mod_Security that we recommend installing, and using with our custom set of rules. When we are made aware of new exploits our repositories will automatically update your server with the new ruleset. Mod_security filters certain kinds of requests to help prevent common exploits due to insecure coding.

For more information you can visit http://www.modsecurity.org/

We understand that it can be difficult to be intimately aware of any problems on your server, which is why we monitor your system for you. Installing tools like Mod_security can help prevent the most common problems that stem from exploitable code. We would like to install this for you. Please let us know when we can get this taken care of, or if you have any questions.


Move Mysql to Home

Hello,

Our Sonar Health Monitoring alerted us to the fact that your /VAR partition is near critical capacity. I have g-zipped some of the old logs, and cleared out temporary files, but that only brought your usage down to {{{{USE IN PERCENTAGES}}}}.

I noticed that your MYSQL databases are using up most of the space on /var. If your /var partition continues to fill up, services like SMTP, FTP and MYSQL will not work until space is cleared on it.

I recommend moving all databases to /home. There is plenty of space on /home for them, and that would clear up /var a substantial amount.

We could make this move whenever you wanted to, but it would require MYSQL to be off during the final stages of the move.

Please let me know when would be best for you, and I can get this scheduled. Typically, your lowest traffic time would be the best to pick.

nullroutedip

Hello,

This ticket is to notify you that it was necessary for us to null route [insert IP here] due to a very large inbound DDoS attack in order to keep our network stable and to limit the affect to our other customers. We are monitoring the situation, and will remove the null route as soon as the attack has subsided enough. If you have any questions, please let us know.

OutboundDos

Hello,

This email is to let you know that our Sonar Monitoring System alerted us to a Denial of Service attack coming from your server. We traced the attack to a folder owned by user, and have found from the domlogs for that domain how it's being exploited.

c/p from the domlogs where it's being exploited.

The best ways to prevent this are clean code, updated CMS software, and installing the Apache Module Mod_security with updated rules.

Please note that many of the same exploits used to maliciously exploit your server can be used to remove and deface content on your server, so it is critical that we move toward a way of preventing further abuse.

Please let me know how you would like to proceed and if I can be of any more help.

PrimaryDriveClone

Hello,

I have opened this ticket to track communication about your server's current state. The primary harddrive of your server is failing. We are taking the server down now to clone the drive, and help prevent data loss. Depending on the state of the drive, a drive clone can take between 1 and 4 hours. As soon as the clone is complete, your server will be back online.

This ticket is now being passed to a member of our System-Restore team who will be able to provide you with updates along the process.

Please let us know if you have any questions.

pwwrong FSCK needed

Hello,

Our Monitoring service alerted us to a problem on your server requiring a reboot. When the server was booting, it failed its self test of the drive.

Normally, we would initial a file system check to get your server back up as quickly as possible, however the current root password is required for this step, and the root password we have on file is incorrect. Your server will have to remain down until we hear back from you with an updated root password.

Please give us a call with the updated password, log in to your account through https://manage.liquidweb.com and update the password there, or reply by using the secure link below with the current root password and shell login details, allowing us to complete the check and get your server back online as quickly as possible.


pwwrong Linux

Hello,

Our Sonar Monitoring System is showing that some services have failed on your server, however we are unable to log in with the credentials that we have on file. All services that we monitor are integral to your servers operation, so services reporting down could mean that your sites are not serving.

Please give us a call, log in to your account through https://manage.liquidweb.com/ and update the password there, or reply by using the secure link below with the current root password and shell login details if you would like our help with keeping your services up.

Alternatively, please let us know if you would rather we not monitor your services, or log into your account (https://manage.liquidweb.com/) to edit the services that we monitor.


pwwrong load

Hello,

Our Sonar Monitoring System alerted me to an elevated load on your server, but I'm not able to log in and diagnose the problem because the password that we have on file is incorrect. Elevated load will cause significant service and server instability.

Please log in to your account through manage.liquidweb.com (https://manage.liquidweb.com/) and update the login credentials there, or reply with the current root password and shell login details if you would like our help with keeping your services up.

Alternatively, please let us know if you would rather we not monitor your server's health.


pwwrong Reboot

Hello,

Our Sonar Monitoring System alerted us to failed services on your server and further investigation found that your server required a reboot. After your server came back up, I attempted to log in after the reboot to investigate, diagnose, and correct the problem. However, I found that we are unable to log in with the credentials that we have on file.

Please log in to your account through https://manage.liquidweb.com and update the password there, or reply by using the secure link below with the current root password and shell login details if you would like our help with keeping your services up.

Alternatively, please let us know if you would rather we not monitor your services, or log into https://manage.liquidweb.com/ to edit the services that we monitor.


pwwrong SonarNotUpdating

Hello,

While attempting to log in to your server to investigate why our Sonar Monitoring has stopped updating, we discovered that we are unable to log in with the credentials that we have on file.

Please log in to your account at https://manage.liquidweb.com/ and update the password there, or reply, using the secure link located below, with the current root password and shell login details.

Alternatively, please let us know if you would rather we not monitor your server.


pwwrong Storm

Hello,

Our Monitoring service is showing that some services have failed on your server, however we are unable to log in with the credentials that we have on file. All services that we monitor are integral to your servers operation, so services reporting down could mean that your sites are not serving.

Please reply by using the secure link below with the current root password and shell login details if you would like our help with keeping your services up.

Alternatively, please let us know if you would rather we not monitor your services, or log into your https://stormondemand.com Dashboard to edit the services that we monitor.


pwwrong Win

Hello,

Our Sonar Monitoring System is currently reporting some of your services down. However, when we tried to log in to investigate we found our login details were out of date. All service that we monitor are integral to your servers operation, so services reporting down could mean that your sites are not serving.

Please log into your account at https://manage.liquidweb.com and update your administrator password so that we can ensure all the services on your server are running.

If you have modified remote desktop access please provide the needed information in response to this ticket so that we can gain access to the server as well. If you need to submit alternate login information to the ticket please use the secure link which is found below to make the submission.

If you do not wish for us to monitor your server, or not all the services on your server, please notify us of what you would or would not like monitored so that we can adjust our system, or make the necessary adjustments at https://manage.liquidweb.com."


r/r completed

Hello,

Your server has been rebooted. We will investigate the root cause of the outage as soon as possible, and will let you know what we find.

If you have any questions or concerns, please let me know.


r/r initial

Hello,

Thank you for contacting the Sonar Monitoring Team. We are currently looking into your request for a server reboot and will reach out to you shortly with more information.

If you have any questions, please let us know." Auto Responses Monitoring r/r server is up "Hello,

I have confirmed that I am able to access your server as well as sites hosted on it, and have confirmed that our Sonar Monitoring System is currently reporting your server as currently up. If you are experiencing an error attempting to access your server your IP maybe blocked by the server's firewall. Please reply with your current ip address, so we can compare it to the list of IPs currently being blocked by the firewall.

If you're not sure what your current IP address is, visit http://ip.liquidweb.com to get your current address.

If you are aware that the server is up and responsive but would still like it rebooted, please let me know and it will be completed shortly.


RAID live rebuild

Hello,

I am writing to you today to inform you that we have detected a RAID alarm on your server. We are attempting to fix this live, but it may be necessary to take down your server to replace the raid card, or perform maintenance.

If we need to take your server down, we will reply again asking for a maintenance window of four hours during which we can take your server down to replace the failed hardware and correct the problem.

RAID need window

Hello,

I am writing to you today to inform you that we have detected a RAID alarm on your server. One of the drives in your array has failed. We'd like to take the server down to replace the drive. Please provide us with a 4 hour window of time that we can take the server offline to replace the failed drive in EST time zone if possible.


unmanaged/blocking ping linux

Hello,

Your server is reporting down in our monitoring system, but is responsive to the console. It's possible your server is blocking ping, or certain kinds of traffic. Since your server is unmanaged, ping is the only thing we monitor on it. If you would like to allow us to monitor ping on your server, please allow the IP's that I've listed below. If you would rather we not monitor your server please let me know, and I'll disable monitoring. Alternatively, you can disable it through your dashboard.

10.30.9.0/24 10.20.9.0/24 209.59.139.14 209.59.139.25 69.16.234.126 69.16.234.125 69.16.234.124 69.16.234.123 69.16.234.122 69.16.234.119 69.16.234.118 69.16.234.107 69.16.234.108 67.227.128.126 67.227.128.125

unmanaged/blocking ping windows

Hello,

Your server is reporting down in our monitoring system, but is responsive to the console. It's possible your server is blocking ping, or certain kinds of traffic. Since your server is unmanaged, ping is the only thing we monitor on it. If you would like to allow us to monitor ping on your server, please allow the IP's that I've listed below. If you would rather we not monitor your server please let me know, and I'll disable monitoring. Alternatively, you can disable it through your dashboard.


unmanaged Radar Linux

Hello,

We are currently showing Sonar Monitoring as unable to gather health details for your server. Even though your server is unmanaged, we are alerted when Sonar stops reporting correctly as correcting the problem may not be something you know how to do.

Below are some instructions for you to use when starting, stopping and restarting the Sonar Health Monitoring daemon.

To start Sonar Health Monitoring service, simply run the following as is appropriate for your operating system:

Most flavors of Linux: /etc/init.d/sonarpush start

You can also replace ""start"" with ""stop"" or ""restart."" This will control the ""sonarpush"" process.

If further troubleshooting is warranted, we may need your permission to access the server if you wish Sonar Health Monitoring to work. If you do not wish to have Sonar Monitoring your server, you can let us know at any time and we can disable it on our side.

Please let us know if you have any questions or concerns.


unmanaged Radar Windows

Hello,

We are currently showing Sonar Monitoring as unable to gather health details for your server $SERVERNAME. Even though your server is unmanaged, we are alerted when Sonar stops reporting correctly as correcting the problem may not be something you know how to do.

To stop / start sonarpush, you can use the following commands in the command line.

   net stop LWSonarPush & net start LWSonarPush

Alternatively, you can simply find LWSonarPush in the service manager, and stop/start it from there.

If further troubleshooting is warranted, we may need your permission to access the server if you wish Sonar Health Monitoring to work. If you do not wish to have Sonar Monitoring your server, you can let us know at any time and we can disable it on our side.

Please let us know if you have any questions or concerns." Auto Responses Monitoring VPS needsToUpgrade "Hello,

I am opening this ticket discuss the current upgrade options available to you.

The amount of traffic your server has been receiving is causing significant load on your server. I am sure you have already noticed the many emails that we have sent as we have been attempting to tweak your settings and configurations to help the server to handle the load, but we have so far been unsuccessful in our attempts to make the server stable with this level of traffic.

As we need, we will be stopping services on your server, to keep it and the parent as stable as we can.

I will be referring this ticket to our sales team, to allow you to discuss your upgrade options.

Networking

Network Issue

Hello,

The network issue affecting a small portion of DC2 Section 1 has been resolved at this time. The network layer which experienced connectivity issues is deployed in a fully redundant manner, as in multiple full devices to service a single layer and section of the network. The failure is believed to be an anomaly in Cisco IOS which allowed the condition to prevent design redundancy from mitigating service disruption.

We are continuing to investigate the root cause of the issue as well as monitoring our systems and network status to ensure continued optimal performance.

This issue is covered by our network uptime SLA and only affected a small subset of our customer base. If you experienced any downtime and would like to receive an SLA credit please open a SLA support request and a support technician will follow up shortly. We will continue to post updated information as it is available."


CDN No Storage (DSD/Origin Pull) - No SSL

Dear Liquid Web Customer,

Thank you for ordering our CDN (Content Delivery Network) product!

To complete your order we require some additional information. Please answer the following:

1. What is the primary domain that will be cached? (Example: www.yourdomain.com)

2. Is there a specific path that you want content pulled from? (Examples: www.yourdomain.com/ (any content), www.yourdomain.com/cdn/ (specific subdirectory only))

3. What is the alias that you would like to use to access the CDN? (Example: cdn.yourdomain.com)

4. Do you require multiple aliases? (Example: cdn.yourdomain.com, media.yourdomain.com)


With this information we can begin to set up your configuration on the Akamai CDN platform. Please keep in mind that any future configuration modifications can take 1-2 hours to propagate once the changes have been made.

While awaiting your configuration to be deployed, please create the following CNAME entry in your domain's DNS zone file. You'll need a separate entry for each of the aliases that you chose to use in the questionnaire above. If your DNS is hosted on a Managed server or on Liquid Web's nameservers, we can create this entry for you.

``` cdn.yourdomain.com. 300 IN CNAME sourcecdn.edgesuite.net. ```

  • Please note that when choosing to use our Content Delivery Network (CDN) to accelerate your website and images/videos/etc. on that website, you are responsible for all bandwidth costs associated with delivery of your content over the public internet, including bandwidth incurred due to piracy. When using a CDN, all assets are assigned a CDN URL. There are individuals or 3rd party sites that target these asset URLs and serve them without the site owner's permission, also known as 'hotlinking.' We recommend that you take steps to protect yourself, your content, and your invoice from hotlinking. Liquid Web will NOT enable hot-linking protection measures by default, but we have the ability to limit access to your cached content when requested to do so. It is recommended that you take other measures to protect yourself such as 1) Constantly monitoring your bandwidth utilization and verify alerts containing information on abnormal CDN bandwidth usage, and/or 2) implementing proactive measures to make it more difficult to access your site's source code.*


If you should have any questions please let us know!"

CDN No Storage (DSD/Origin Pull) - With SSL

Dear Liquid Web Customer,

Thank you for ordering our CDN (Content Delivery Network) product!

To complete your order we require some additional information. Please answer the following:

1. What is the primary domain that will be cached? (Example: www.yourdomain.com)

2. Is there a specific path that you want content pulled from? (Examples: www.yourdomain.com/ (any content), www.yourdomain.com/cdn/ (specific subdirectory only))

3. What is the alias that you would like to use to access the CDN? (Example: cdn.yourdomain.com)

4. Do you require multiple aliases? (Example: cdn.yourdomain.com, media.yourdomain.com)


With this information we can begin to set up your configuration on the Akamai CDN platform. Please keep in mind that any future configuration modifications can take 1-2 hours to propagate once the changes have been made.

While awaiting your configuration to be deployed, please create the following CNAME entry in your domain's DNS zone file. You'll need a separate entry for each of the aliases that you chose to use in the questionnaire above. If your DNS is hosted on a Managed server or on Liquid Web's nameservers, we can create this entry for you.

``` cdn.yourdomain.com. 300 IN CNAME sourcecdn.edgesuite.net. ```

If you've chosen the shared Akamai certificate form of SSL support, you will be provided with an additional alias to use for your HTTPS content. This URL is based on your CDN account UID in our billing system, and will have an appearance similar to ""ABCDEF00-a.akamaihd.net."" It is not necessary to create a DNS CNAME for this alias.

If you're chosen the sourcecdn.com form of SSL support, your domain will be added to our existing SANS certificate, and you'll be able to reference your normal alias (cdn.yourdomain.com) in your site code. Please note that this method can take 3-6 weeks to deploy.

If you've chosen to use your own certificate for SSL support, we will require a certificate for each of your aliases (cdn.yourdomain.com) or a wildcard certificate (*.yourdomain.com) along with the RSA private key for your certificate. If you would like us to purchase a new SSL for you, please let us know and we can have one ordered (standard SSL charges apply). Please note that this method can take 1-3 weeks to deploy.

  • Please note that when choosing to use our Content Delivery Network (CDN) to accelerate your website and images/videos/etc. on that website, you are responsible for all bandwidth costs associated with delivery of your content over the public internet, including bandwidth incurred due to piracy. When using a CDN, all assets are assigned a CDN URL. There are individuals or 3rd party sites that target these asset URLs and serve them without the site owner's permission, also known as 'hotlinking.' We recommend that you take steps to protect yourself, your content, and your invoice from hotlinking. Liquid Web will NOT enable hot-linking protection measures by default, but we have the ability to limit access to your cached content when requested to do so. It is recommended that you take other measures to protect yourself such as 1) Constantly monitoring your bandwidth utilization and verify alerts containing information on abnormal CDN bandwidth usage, and/or 2) implementing proactive measures to make it more difficult to access your site's source code.*


If you should have any questions please let us know!


CDN With Storage (NetStorage/Origin Push) - No SSL

Dear Liquid Web Customer,

Thank you for ordering our CDN (Content Delivery Network) product!

To complete your order we require some additional information. Please answer the following:

1. What is the primary domain that will be cached? (Example: www.yourdomain.com)

2. Is there a specific path that you want content pulled from? (Examples: www.yourdomain.com/ (any content), www.yourdomain.com/cdn/ (specific subdirectory only))

3. What is the alias that you would like to use to access the CDN? (Example: cdn.yourdomain.com)

4. Do you require multiple aliases? (Example: cdn.yourdomain.com, media.yourdomain.com)

5. With NetStorage CDN, you have the option of different replication pairings depending on where your content will be served. This will allow for automatic, pre-emptive distribution of stored content and can help to speed up delivery time. Please choose the replication group that best represents where the majority of your content will be served:

- US/US
- US/EU
- EU/EU
- US/Asia-Pacific
- EU/Asia-Pacific
- Asia-Pacific/Asia-Pacific 

With this information we can begin to set up your configuration on the Akamai CDN platform. Please keep in mind that any future configuration modifications can take 1-2 hours to propagate once the changes have been made.

With NetStorage CDN, you will be provided with a FTP username, password, and hostname to which you will upload your content to be cached. Objects will need to be present on this NetStorage server before it can be served by the CDN.

While awaiting your configuration to be deployed, please create the following CNAME entry in your domain's DNS zone file. You'll need a separate entry for each of the aliases that you chose to use in the questionnaire above. If your DNS is hosted on a Managed server or on Liquid Web's nameservers, we can create this entry for you.

``` cdn.yourdomain.com. 300 IN CNAME sourcecdn.edgesuite.net. ```

  • Please note that when choosing to use our Content Delivery Network (CDN) to accelerate your website and images/videos/etc. on that website, you are responsible for all bandwidth costs associated with delivery of your content over the public internet, including bandwidth incurred due to piracy. When using a CDN, all assets are assigned a CDN URL. There are individuals or 3rd party sites that target these asset URLs and serve them without the site owner's permission, also known as 'hotlinking.' We recommend that you take steps to protect yourself, your content, and your invoice from hotlinking. Liquid Web will NOT enable hot-linking protection measures by default, but we have the ability to limit access to your cached content when requested to do so. It is recommended that you take other measures to protect yourself such as 1) Constantly monitoring your bandwidth utilization and verify alerts containing information on abnormal CDN bandwidth usage, and/or 2) implementing proactive measures to make it more difficult to access your site's source code.*


If you should have any questions please let us know!"


CDN With Storage (NetStorage/Origin Push) - With SSL

Dear Liquid Web Customer,

Thank you for ordering our CDN (Content Delivery Network) product!

To complete your order we require some additional information. Please answer the following:

1. What is the primary domain that will be cached? (Example: www.yourdomain.com)

2. Is there a specific path that you want content pulled from? (Examples: www.yourdomain.com/ (any content), www.yourdomain.com/cdn/ (specific subdirectory only))

3. What is the alias that you would like to use to access the CDN? (Example: cdn.yourdomain.com)

4. Do you require multiple aliases? (Example: cdn.yourdomain.com, media.yourdomain.com)

5. With NetStorage CDN, you have the option of different replication pairings depending on where your content will be served. This will allow for automatic, pre-emptive distribution of stored content and can help to speed up delivery time. Please choose the replication group that best represents where the majority of your content will be served:

- US/US
- US/EU
- EU/EU
- US/Asia-Pacific
- EU/Asia-Pacific
- Asia-Pacific/Asia-Pacific 

With this information we can begin to set up your configuration on the Akamai CDN platform. Please keep in mind that any future configuration modifications can take 1-2 hours to propagate once the changes have been made.

With NetStorage CDN, you will be provided with a FTP username, password, and hostname to which you will upload your content to be cached. Objects will need to be present on this NetStorage server before it can be served by the CDN.

While awaiting your configuration to be deployed, please create the following CNAME entry in your domain's DNS zone file. You'll need a separate entry for each of the aliases that you chose to use in the questionnaire above. If your DNS is hosted on a Managed server or on Liquid Web's nameservers, we can create this entry for you.

``` cdn.yourdomain.com. 300 IN CNAME sourcecdn.edgesuite.net. ```

If you've chosen the shared Akamai certificate form of SSL support, you will be provided with an additional alias to use for your HTTPS content. This URL is based on your CDN account UID in our billing system, and will have an appearance similar to ""ABCDEF00-a.akamaihd.net."" It is not necessary to create a DNS CNAME for this alias.

If you're chosen the sourcecdn.com form of SSL support, your domain will be added to our existing SANS certificate, and you'll be able to reference your normal alias (cdn.yourdomain.com) in your site code. Please note that this method can take 3-6 weeks to deploy.

If you've chosen to use your own certificate for SSL support, we will require a certificate for each of your aliases (cdn.yourdomain.com) or a wildcard certificate (*.yourdomain.com) along with the RSA private key for your certificate. If you would like us to purchase a new SSL for you, please let us know and we can have one ordered (standard SSL charges apply). Please note that this method can take 1-3 weeks to deploy.

  • Please note that when choosing to use our Content Delivery Network (CDN) to accelerate your website and images/videos/etc. on that website, you are responsible for all bandwidth costs associated with delivery of your content over the public internet, including bandwidth incurred due to piracy. When using a CDN, all assets are assigned a CDN URL. There are individuals or 3rd party sites that target these asset URLs and serve them without the site owner's permission, also known as 'hotlinking.' We recommend that you take steps to protect yourself, your content, and your invoice from hotlinking. Liquid Web will NOT enable hot-linking protection measures by default, but we have the ability to limit access to your cached content when requested to do so. It is recommended that you take other measures to protect yourself such as 1) Constantly monitoring your bandwidth utilization and verify alerts containing information on abnormal CDN bandwidth usage, and/or 2) implementing proactive measures to make it more difficult to access your site's source code.*


If you should have any questions please let us know!"


CSS Presetup Questions

Now that your servers are active we can begin to complete the setup process of the Cisco CSS Load Balancer with your servers. To be able to complete this we will need for you to provide us with some information. As soon as you have provided answers to the following questions we will get your load balancer setup as quickly as possible.

1) What do you intend to load balance? (e.g., HTTP, HTTP/HTTPS, DNS, FTP)

2) Do you wish to preserve client IP address in your access logs if load balancing HTTP and/or HTTPS traffic?

3) Do you need any persistence maintained of sessions?

4) Which IP from each server will you be configuring the content to be load balanced on?

5) Is there a balancing algorithm you desire to utilize other then round robin?

After you have provided the answers to these questions someone from our Network Engineering Team will complete your load balancer setup as soon as possible."

DDOS Mitigation Service

Dear Liquid Web Customer,

Thank you for ordering our DDOS (Distributed Denial-Of-Service) Attack Protection service! The advantage of the Liquid Web DDos Attack Protection service is that no DNS changes are required for the affected domains. To expedite the order process we do require some additional information to assist in configuring a custom profile.

As each attack is unique we will need to collect some basic information to build a profile for the service to mitigate the attack. If you would please answer the following the questions to the best of your knowledge:

- Please indicate the type of remote connections you normally service on the affected server?

 * HTTP/HTTPS
 * DNS
 * FTP
 * Game Servers
 * MySQL/MSSQL
 * Management Protocols (SSH,RDP)


- Type of Attack:

 * Volumetric Attack (ICMP, TCP, UDP Flood):
 * Application Layer Attack (HTTP, DNS attack):


- Attack size or Historic Attack size:

 * 0.1G - .99G 
 * 1.0G - 4.99G
 * 5.00G - 10.00G
 * 10.0G - 20.0G

- What specific IP address or addresses would you like protected by the service?


- Are there any IP addresses that need to be allowed through such as payment gateways, remote administrators, or remote database servers?


- Are there any specific domain names that are being targeted?


Once we have this information we can go ahead and place the order for the new DDOS mitigation service. If you should have any questions please let us know!

Thank you for your time.

Dedicated Stingray Presetup Questions

Now that your servers are active we can begin to complete the setup process of your Dedicated Stingray Load Balancers. To be able to complete this we will need for you to provide us with some information. As soon as you have provided answers to the following questions we will get your load balancers setup as quickly as possible.

1) What do you intend to load balance? (e.g., HTTP, HTTP/HTTPS)

 *  If you wish to load balance HTTPS you will need to provide the SSL certificate file, SSL key file, and SSL CA bundle if one was provided.  You will not lose any security by having us install the certificate on the load balancer, and it is not required unless your application falls under HIPAA compliance, or certain financial industry regulations.  If you wish to preserve client IPs in your access logs the certificate must be installed on the load balancer.

2) Do you wish to preserve client IP address in your access logs if load balancing HTTP and/or HTTPS traffic?

3) Do you need any persistence maintained of sessions?

4) Which IP from each server will you be configuring the content to be load balanced on?

5) Is there a balancing algorithm you desire to utilize other then round robin?

6) Will you need URL based traffic redirection to web01 for instances where content is uploaded or modified by an end user? If applicable, please provide all URLs that will need redirection to web01. Examples would be ""domain.com/wp-admin"" for Wordpress or ""domain.com/administrator"" for Joomla.

After you have provided the answers to these questions someone from our Network Engineering Team will complete your load balancer setup as soon as possible."

Null Routed

Hello,

While monitoring the network we received an alert regarding a large, inbound denial of service (DoS) attack aimed at your account . Details for the attack are below:

$IP $HOSTNAME $SIZE_OF_ATTACK $TYPE_OF_ATTACK (if available)

The amount of traffic has caused service interruptions to adjacent customers so, to protect the integrity of our network, we've instated a null-route on traffic to and from this IP. While the null-route is in place all traffic to and from that IP address, including legitimate traffic, will be dropped. The null-route will stay in place until the attack has subsided unless DDoS mitigation is implemented. While there are several third-party options available, Liquid Web also offers our own DDoS mitigation product. More information can be found at the below link:

https://www.liquidweb.com/services/network/ddos.html

We will continue to monitor the situation and will remove the null-route as soon as it's been determined to be safe for the rest of the traffic on the network. A Supervisor will be in touch via the contact information we have on file to ensure receipt of this alert. If you would like more details or have further technical questions, please respond to this ticket and we'll help as much as possible. " Auto Responses Networking IP Justification (smaller then /24) "Hello,

Due to the regulations set upon us by ARIN (http://arin.net) we require 75% IP address utilization before we can fulfill your request. This includes IP addresses on the server and IP addresses being requested.

After the audit we performed on your server, and to fulfill your request, we will need Template:Number of domain names domain names you plan to use with these IP addresses. Please note that SEO does not meet justification requirements for IP addresses from different /24's.

As per ARIN regulations, we are required to publish customer information on all IP reassignments. This information will be publicly displayed via 'rwhois' records. Details provided by customers on IP Justification Forms/Requests may be shared privately with RIRs when needed to demonstrate adherence to policies and efficient utilization.

If you have any further questions or concerns, please do not hesitate to ask.


IP Justification/Request (/24 or greater)

Greetings LiquidWeb Customer,

ARIN guidelines state that ISPs must receive and keep on file projected utilizations for initial assignments in addition to usage information of all previous assignments made to customers. The form below will explain what information we need from you to be able to process your request. All items in the form must be completed unless the instructions explicitly state that they are optional.

Please note that Liquid Web must follow all the guidelines set forth by ARIN in addition to RFC 2050 and as such may provide you with an assignment smaller then what you request based on your projected utilization in addition to your previous assignments in accordance with said guidelines.

                  • Begin Request Form*********

01. List the amount of address space you wish to request. E.g., /24, /23, /22, etc. If requesting a /19 or greater additional time will be necessary to have ARIN review your request.

 Prefix Length Requested:
    • Skip to item 03 if this is an initial assignment

02. Provide a list of the previous assignments provided to you by Liquid Web, excluding RFC 1918 private address space, along with any information which will show your utilization of the last assignment, such as number of IPs assigned to your customers.

 Previous Liquid Web Assignments and Utilization:

03. Describe the reason that you are requesting the IP space that you are requesting. This should be a brief description of the services which you are selling that utilize the IPs. E.g., dedicated IP hosting, SSL enabled websites, etc.

 Use of IP Space:

04. For requests of a /22 or smaller provide the number of individual IP addresses which you project to use over the next 3, 6 and 12 month period. For requests of a /21 or larger please provide the number of /24's in which you project to use 50% or greater thereof over the next 3, 6 and 12 month period.

  3 months:
  6 months:
 12 months:

05. If you have an organization ID with ARIN presently specify such here.

 ARIN Organization ID:
    • If ARIN Org ID was specified skip to item 15

06. Provide your organization name as you wish for it to be present in the ARIN whois database. This should be the legal entity name or a DBA.

 Organization Name:

07. Provide the legal address for the business as you wish for it to be present in the ARIN whois database. You can specify this on multiple lines if you desire.

 Organization Address:
 Organization City:
 Organization State/Province:
 Organization Postal Code:
 Organization 2 Letter Country Code:

08. If you presently have an ARIN organization point of contact, POC, specify it here.

 ARIN Organization POC:
    • If ARIN Organization POC is specified skip to item 15

09. Specify the type of contact, person or role, which we will be creating.

 Organization POC Type:

10. If the type in item 09 was a role specify the role, i.e., Network Operations Center. If they type in item 09 was a person specify their last name.

 Organization POC Last Name or Role Name:

11. If the type in item 09 was a person specify their first name otherwise skip.

 Organization POC First Name:

12. Specify the company and address for this Organization POC if it differs from items 06 and 07.

 Organization POC Company Name:
 Organization POC Address:
 Organization POC City:
 Organization POC State/Province:
 Organization POC Postal Code:
 Organization POC 2 Letter Country Code:

13. Specify the office phone number for the Organization POC.

 Organization POC Office Phone Number:

14. Specify the email address for the Organization POC.

 Organization POC Email Address:

15. Specify the name that you would like associated with this network assignment. This can be a combination of up to 50 letters and/or number. You may use a dash (-) but no other non-alphanumeric characters.

 Network Name:

16. If you wish to have Reverse DNS delegated to your own nameservers specify the hostnames of such here. You will need to list at minimum 2 but no more then 13.

 Hostname of Reverse DNS Nameserver:
 Hostname of Reverse DNS Nameserver:
    • All remaining fields are optional and do not require to be filled in

17. Specify the type of network contact for the assignment. This can be Technical, Abuse, Network or any combination of the three.

 Network POC Type:

18. Specify ARIN POC to use for the Network POC specified above, if you have one.

 Network POC Handle:
    • If the Network POC Handle was specified skip to item 25

19. Specify the type of contact, person or role.

 Network POC Contact Type:

20. If the type in item 19 was a role specify the role, i.e., Network Operations Center. If they type in item 09 was a person specify their last name.

 Network POC Last Name or Role Name:

21. If the type in item 19 was a person specify their first name otherwise skip.

 Network POC First Name:

22. Specify the company and address for this Organization POC if it differs from items 06 and 07.

 Network POC Company Name:
 Network POC Address:
 Network POC City:
 Network POC State/Province:
 Network POC Postal Code:
 Network POC 2 Letter Country Code:

23. Specify the office phone number for the Network POC.

 Network POC Office Phone Number:

24. Specify the email address for the Network POC.

 Network POC Email Address:

25. If you wish anything to be present in the Public Comments field of the ARIN whois database for your network assignment specify it here. You can specify it across multiple lines if you desire.

 Public Comments:

26. If you wish to include any additional information which may assist us in approving your request for IP space please specify it here.

 Additional Information:
          • End Request Form*****

As per ARIN regulations, we are required to publish customer information on all IP reassignments. This information will be publicly displayed via 'rwhois' records. Details provided by customers on IP Justification Forms/Requests may be shared privately with RIRs when needed to demonstrate adherence to policies and efficient utilization.

Please complete the form above and submit it in full beginning with the line 'Begin Request Form' and ending with 'End Request Form'. The completed form should be the only thing sent in the response and should not be an attachment. After you have submitted this requested information to Liquid Web a member of our Network Engineering Team will review your request and will respond back to you as soon as possible.


IP Request Price Increase

Hello,

Thank you for contacting Liquid Web. Due to an increase in the cost of IP addresses I wanted to confirm with you prior to the address assignment.

The Internet Assigned Numbers Authority, IANA, recently handed out their last IPv4 allocations to the Regional Internet Registries. This has caused a shortage among all RIRs which has increased demand for IPv4 addresses.

As of October 24th, 2012 the price of IP addresses has increased to $5.00 per IP per month for all new assignments. Existing IP addresses will continue to be billed at their old rates; promotions such as free addresses that have not been utilized are no longer included.

Please let me know if you have any questions regarding this request. If you have no questions, please respond with confirmation that you are aware of this pricing change and I will continue processing your IP request.

Thank you for your time.

L2L Setup

Hello,

If you wish to configure a LAN-to-LAN, we will need further information to complete the configuration. If you already have the specifics of the LAN-to-LAN, please provide it to us. If you do not we will need the following information:


VPN Endpoint IP Address: VPN Endpoint Device Model: Encryption Domain: Pre-shared secret:


Phase 1 (ISAKMP)

* Authentication Method:
* Encryption Scheme:
* Diffie-Hellman Group:
* Encryption Algorithm:
* Hashing Algorithm: 
* Lifetime Seconds:

Phase 2 (IPSEC)

* Encapsulation (ESP or AH):
* Encryption Algorithm : 
* Authentication Algorithm:
* PFS:
* Lifetime seconds:
* Lifetime in KB: 

With this information we will be able to configure the firewall to facilitate setting up the new tunnel. If the remote end does not have a preferred tunnel configuration we have found the following is supported by most devices:

Phase 1 (ISAKMP)

* Authentication Method: Pre-shared key
* Encryption Scheme: IKE
* Diffie-Hellman Group: Group 2
* Encryption Algorithm: AES-256
* Hashing Algorithm: SHA
* Lifetime Seconds: 86400

Phase 2 (IPSEC)

* Encapsulation (ESP or AH): ESP
* Encryption Algorithm : AES-256
* Authentication Algorithm: SHA1
* PFS: No
* Lifetime seconds: 28800
* Lifetime in KB:  4608000


If you have any questions please let us know." Auto Responses Networking No FW VPN Client Setup Instructions "Hello,

We have completed the order for the new Cisco VPN. Per your request the following users and their passwords have been created:



To connect to the VPN you will need the following information:

VPN End Point: 50.28.17.124 Group Name = liquidweb Group Password= 742kWZTKgxU5Znia


Here are some instructions if you are using a Mac OS X workstation:

1. Open the System Preferences by going to the Apple menu and choosing ""System Preferences.""

 A) Select ""Network"" available under ""Internet & Network"" 
 B) On the ""Network"" system preferences click the ""+"" sign in the bottom left corner

2. Configure the new service

 A) Enter a service name such as ""Cisco VPN"" 
 B) Select ""VPN"" from the interface list
 C) Set the ""VPN Type"" to ""Ipsec"" and click create

3. A new interface will appear on the left select the newly created VPN service. 4. On configuration select ""add configuration""

 A) Set the name to the same as the earlier service name such as ""Cisco VPN"" 
 B) The server address will be: 50.28.17.124
 C) The account name will be the user name

5. Select Authentication Settings

 A) For ""User Authentication"" select ""password"" and type your users password
 B) For ""Machine Authentication"" select ""shared secret"" and enter:  742kWZTKgxU5Znia
 C) For the ""Group Name"" enter: liquidweb 
 D) Click ""Ok"" 

6. Advanced Configuration

 A) Make sure that the ""options"" tab does not have ""send all traffic over the VPN connection"" as this may reduce the speed of the workstations connection and will break all local network services.
 B) Click ""Ok"" 

7. Network Interface

 A) Click ""apply"" to update the configuration for the prior changes
 B) To begin using the VPN click ""connect"" 


If you are using a windows workstation you can use the following instructions:

1. Start up the Cisco Client 2. Select ""New"" from the available options 3. A new screen will open for the following information:

 A. Connection Entry: CiscoVPN
 B. Description: CiscoVPN
 C. Host: 50.28.17.124
 D. Authentication Tab
   1. Name: liquidweb
   2. Password: 742kWZTKgxU5Znia
   3. Confirm Password: 742kWZTKgxU5Znia

4. Click Save and then go ahead and start the connection by selecting the

 connection from the list and clicking connect.

5. You will be prompted for the following:

 A. Username:
 B. Password:

With this information entered you should now be able to connect securely from your workstation. If you should have any questions please let us know.

Thank you for your time.


No FW VPN Questions

Hello,

Thank you for placing an order for the Cisco VPN. The remote access VPN will allow you to securely connect to your servers by creating a private connection between your workstation and the Liquid Web network.

To access the VPN you may need a software VPN client for your workstation. Depending on the operating system such as Mac OS X the built in IPSEC client will work; if you are using a Microsoft Windows workstation you will most likely need the Cisco VPN client. If you need the software VPN client can you tell me what operating system you are using and whether it is 32 or 64bit?

I see that you have also ordered the <$# of USERS> user license; can you tell me what user names that you would like created for access? Would you also like to specify their respective passwords for each of these users? We can also generate random passwords for each users if you would prefer.

Once we have received this information we can begin the configuration and as soon as it is complete we can also provide instructions on how to configure the software VPN client in this request. If you should have any questions please let me know.

Thank you for your time.

RWHOIS

Hello,

As per ARIN regulations, we are required to publish customer information on all IP reassignments. This information will be publicly displayed via 'rwhois' records. Details provided by customers on IP Justification Forms/Requests may be shared privately with RIRs when needed to demonstrate adherence to policies and efficient utilization.

We are required to display this information after eight IP addresses have been assigned to an account. This is required by ARIN per their 'rwhois' policy: https://www.arin.net/resources/request/reassignments_rwhois.html

Rwhois can be configured as either an organization or an individual depending on your use; please provide either of the following depending on the preferred type:

- Organization Organization: First Name: Last Name: Title:

- Individual First Name: Last Name:


To complete this request we will also need the following information:

Phone: Email: Address: City: State: Postal Code: Country:

Once the information has been provided the RWHOIS information can be updated; if you have any questions about this request please let us know."


Shared Stingray Presetup Questions

Thank you for ordering our Shared Stingray Load Balancer service. To be able to complete this we will need for you to provide us with some information. As soon as you have provided answers to the following questions we will get your load balancer instance setup as quickly as possible.


1) What do you intend to load balance? (e.g., HTTP, HTTPS)

2) If you wish to load balance HTTPS, you have three options. Please select one:

 * a) SSL passthrough: The load balancer simply passes along https connections to your server on port 443. No SSL installation on the load balancer is necessary, but the domain SSL certificate needs to be installed on all servers to which the traffic is being balanced. You would not be able to see original end client IP addresses, and all traffic would show as coming from our load balancers themselves.
 * SSL termination: The load balancer terminates the SSL connection. It listens on port 443 and passes traffic to the backend servers on port 80. We would require the SSL certificate and private key for the domain being balanced. The SSL would not need to be installed on the backend servers. You would be able to parse end-user IPs if you wish, although an apache module would likely need to be installed (if you need assistance with this, our Support team can help).
 * SSL termination with re-encryption: The load balancer terminates the SSL connection and then re-encrypts the connection on its way to the backend nodes. It listens on port 443 and passes traffic to the backend servers on port 443. We would require the SSL certificate and private key for the domain being balanced and the SSL would also need to be installed on the backend servers. You would be able to parse end-user IPs if you wish, although an apache module would likely need to be installed (if you need assistance with this, our Support team can help).

3) Do you need any persistence maintained of sessions? This means that an end user would continue to connect to the same backend server for the duration of the session. This is usually necessary if you use any type of login process, shopping cart system, or other things of that nature.

4) Which of your servers will this content be balanced to? If you wish to use IPs on the server other than the main IP, please specify:

5) Is there a balancing algorithm you desire to utilize other than round robin (least connections, fastest response time)?

6) Will you need URL based traffic redirection to web01 for instances where content is uploaded or modified by an end user? If applicable, please provide all URLs that will need redirection to web01. Examples would be ""domain.com/wp-admin"" for Wordpress or ""domain.com/administrator"" for Joomla.


If you have any questions at all regarding this setup, please don't hesitate to ask."

SWIP Request (Simple)

To be able to complete a SWIP request with ARIN for the IPs allocated to your account we will need for you to provide the following information. The reason that we are asking for this information even though we may already have this on file is so that your ARIN whois entry will be exactly the way that you want it.


Customer Name: Customer Address: Customer City: Customer State/Province: Customer Postal Code: Customer Country Code: Public Comments (Optional):


Once you have provided this information we can complete the request with ARIN."

VPN Setup

Hello,

We have noticed your order includes a managed VPN option for your firewall. Could you please let us know what type of VPN connection you wish to create: a LAN-to-LAN (sometimes referred to as a peer-to-peer or site-to-site), or a remote access VPN?

If you wish to configure a LAN-to-LAN, we will need further information to complete the configuration. If you already have the specifics of the LAN-to-LAN, please provide it to us.

If you have any specifics on the type of encryption or authentication you would like us to use, please let us know. The default configuration uses AES-128 for encryption, and SHA for authentication. If you have further questions or concerns, please let us know.


Passoff Greeting

Hello,

As the previous admin's shift has ended, I will be continuing to assist with your issue. Give me just a bit of time to catch up with the situation and perform some investigation of my own and I should have some further information for you."


Raider Maintenance Init

Hello,

In an effort to ensure that your managed Linux servers are running at full efficiency, we will be logging in to a predetermined list of servers which are currently listed as having one or more RAID array installed.

The purpose of these logins will be to determine whether or not your server has the proper packages installed for our RAID monitoring application, and to ensure that this program is fully operational.

Should there be any need for modification to system packages or configurations, I will follow up with any details on the necessary changes. Otherwise, this support request can safely be ignored, as we had no need to make any adjustments to your server.

Apologies for any inconvenience this may cause and we sincerely thank you for your continued patronage." Auto Responses Referral Maintenance Window "All the referrals you are sending to us are being processed and will be applied to your Account Summary page. Please allow until May 18th for them to show.

Thanks for the Referral.

Reopened Ticket

Hello,

I see that you have reopened this ticket. How may we assist you today?

Sales/Billing

Cancellation Confirmation

Hello,

Before I can process your cancellation request I will need you to confirm that you no longer need any data on the server as it will be lost when we process the request.

Until you confirm this I will be unable to proceed with the cancellation and you will still be charged for the server.

Cancellation Inquiry

Hello,

I will be more than happy to process the cancellation request for you. May I ask why you are terminating your services with us? Have you had any problems with your server(s)? Have you found an alternate solution with a different provider at a better price?

You are a valued customer and we would like to do anything within our means in an effort to retain your business.

Please let me know if there is anything I can do to assist you.


Termination Confirmation

*****************************************

SERVER TERMINATION NOTIFICATION

*****************************************

Dear Customer,

This email is to confirm that your server termination request has been sent to our OPS Team as per your request.

Your server will still show up in your manage.liquidweb.com interface but no further action is required from your end. No further charges will be imposed on your account as of the date of this termination confirmation. Please disregard any server or monitoring notifications, we are working on decommissioning your server.

If at anytime you have any questions in regards to this notification, please feel free to reply to this email or call us at the numbers below."

5 Questions Liquid Web

Hello,

Thank you for creating an account with Liquid Web recently. As part of our ongoing commitment to customer service and improving as a company we kindly ask that you please take a few minutes and answer the questions below.


- Where did you hear about Liquid Web?
- What industry are you in?
- How many employees does your company have?
- What kind of sites or apps will you be hosting?
- Will you be hosting your own sites or will you be hosting customer sites?
- Are there any specific software applications, such as CMS, you will be using with your sites?
- What features attracted you to Liquid Web?
- Do you have any comments or concerns so far in your experience with us?


Let us know if there is anything we can do for you. Remember that our Heroic Support Engineers are available to assist you 24 hours, 7 days a week via Ticket, Chat and Phone.

Thank you for being a part of Liquid Web, we appreciate your business.

Sales

5 Questions

Hello,

Thank you for creating an account with Liquid Web recently. As part of our ongoing commitment to customer service and improving as a company we kindly ask that you please take a few minutes and answer the questions below.


- Where did you hear about Liquid Web?
- What industry are you in?
- How many employees does your company have?
- What kind of sites or apps will you be hosting?
- Will you be hosting your own sites or will you be hosting customer sites?
- Are there any specific software applications, such as CMS, you will be using with your sites?
- What features attracted you to Liquid Web?
- Do you have any comments or concerns so far in your experience with us?


Let us know if there is anything we can do for you. Remember that our Heroic Support Engineers are available to assist you 24 hours, 7 days a week via Ticket, Chat and Phone.

Thank you for being a part of Liquid Web, we appreciate your business."


5 Questions StormOnDemand

Hello,

Thank you for creating an account with Storm On Demand recently. As part of our ongoing commitment to customer service and improving as a company we kindly ask that you please take a few minutes and answer the questions below.


- Where did you hear about Storm On Demand?
- What industry are you in?
- How many employees does your company have?
- What kind of sites or apps will you be hosting?
- Will you be hosting your own sites or will you be hosting customer sites?
- Are there any specific software applications, such as CMS, you will be using with your sites?
- What features attracted you to Storm On Demand?
- Do you have any comments or concerns so far in your experience with us?


Let us know if there is anything we can do for you. Remember that our Heroic Support Engineers are available to assist you 24 hours, 7 days a week via Ticket, Chat and Phone.

Thank you for being a part of Storm On Demand, we appreciate your business."

Account Verification

*****************************************

IMPORTANT - ACCOUNT VERIFICATION - IMPORTANT ***************************************** Greetings,

I hope you find yourself well. I will be more than happy to assist you with this matter, but before I can provide any information, I need you to please verify the account by clicking on the following link:




This step is REQUIRED, otherwise for security and privacy reason, I will not be able to discuss account details with you. As always, please feel free to contact us at 1-800-580-4985 Toll Free from USA & Canada, or you can dial +1-517-322-0434 from anywhere around the world.

CentOs4 EOL Dedicated

Greetings,

I hope you are doing well. We would be able to offer you an upgrade from the current server you have to a new platform running CentOs 5. Our Engineers would be able to schedule a migration for you at no extra charge. In an effort to assist you in any way possible, we can provide you with a free month on the new server so that you are not double charged during this process. This means that you will have 2 servers running at the same time to avoid extended downtime. Once the process is complete, you will be required to submit a termination request via a separate ticket so we can take care of the old box.

I can provide you with an upgrade quote for a new server. Would you like me to go ahead and do that?

If you prefer, I can call you to better explain the process.

Please let me know if you have any questions.

Thanks!

CentOs4 EOL Migration

Greetings,

In order to migrate you from your old CentOS4 server to a new platform, we will need to schedule a migration. During this migration, you will have 2 servers running at the same time. Once the migration is completed, you will be responsible for requesting the termination of the old server via a separate ticket. This step is EXTREMELY important as it will prevent you from being over billed. If at any time you have any questions, please feel free to contact us at 1.800.580.4985 Option 2.

In order to schedule and proceed with the migration, we will need you to complete the following questionnaire. Due to the complexity involved in, and the differences between each server migration it is vitally important that you provide us with as much information as possible regarding your server upgrade. It is important to note that this is not a simple process, while we endeavor to make it as quick and painless as possible there may be complexities specific to your environment which can cause additional problems during the upgrade. We strive to minimize any downtime however it is not typically possible to perform the upgrade without incurring any downtime. We can generally keep the window to a few minutes although unforeseen problems may arise which alter this and we are providing what is an estimate based on the typical case. Every situation is unique and may carry with it additional downtime as we address these issues. Rest assured we will work with you during the whole process to ensure you are aware of what is occurring and that your downtime is minimized.

1. Liquid Web account information: Old account number and hostname (from server): New account number (if different) and hostname (to server):

2. Which nameservers are currently used for the domains hosted on this server (if any domains vary from the nameservers used by the majority of domains on the server please specify these domains and their nameservers as well)?

3. What nameservers do you plan on using for your domains on your new server?

4. Please list the accounts (domains) you wish to migrate to your new server, if you would like all domains to be migrated please specify all?

5. Are there any custom changes made outside of cPanel on the current server that need to be included in the migration?

Examples include:

Accounts not created from WHM: Custom httpd.conf (module, vhost etc..): Database created from command line: Any directory created in non-conventional locations for cPanel.

6. Has any third party software been installed on your original server that you need on the new server? Are there specific pieces of software that require specific revisions/versions or that you have encountered specific challenges with in the past that we need to be aware of? (Examples would include Tomcat, JRE, ImageMagick, FFMpeg, Ruby on Rails, etc.)

7. We endeavor to make every effort to ensure the server is functioning properly after we have transferred the data however it is impossible for us to know all the URLs/application installations that need to be tested. Please provide a list of specific URLs that you would like us to test and verify after completing the migration. (Note we can only test the URLs you provide us, if you do not provide us with the URL we will not be able to test it for functionality) While we will work to address any problems that come up as quickly as possible after we have completed the migration we can drastically reduce downtime by catching problems prior to finalizing the migration. Examples of the types of things we are looking for include:

http://www.liquidweb.com http://www.liquidweb.com/cart/content/dedicated/Webmaster/Plan1

In this example we could test both the Liquid Web main web site as well as the Shopping Cart for configuring a new server.

8. Is there any other information that you would like to add? Is there anything we should be aware of?

Thank you very much for your time. This information will help us a great deal in offering you the best possible migration experience and ensuring that your sites enjoy optimal uptime and reliability.

    • Please note that your old account will not be canceled automatically.

After ensuring your data has been migrated, and you are ready to cancel your old account, please reply or email sales@liquidweb.com to make sure you will not be charged for the old account." Auto Responses Sales CentOs4 EOL Storm VPS (Liquid Web) "Greetings,

I hope you are doing well. We would be able to offer you an upgrade from the current server you have to our new StormVPS platform running CentOs 5 or CentOs 6. Our Engineers would be able to schedule a migration for you at no extra charge. In an effort to assist you in any possible way, we can provide you with a free month on the new server so that you are not double charged during this process. This means that you will have 2 servers running at the same time to avoid extended downtime. Once the process is complete, you will be required to submit a termination request via a separate ticket so we can take care of the old VPS instance.

To look at the different packages available, please login to https://manage.liquidweb.com and click on CREATE then select STORM VPS. You can also choose to upgrade to a Storm Dedicated Server if desired. You will then be prompted to customize the server with the CPU power, amount of Ram and level of management you want to go with. Once the options are selected, you can click on CREATE SERVER.

I can call you to better explain the process and provide an explanation of the new packages.

Please let me know if you have any questions.

Thanks!


COLO Questions/Information

Hello,

Thank you for your recent choice to have your servers co-located at Liquid Web's privately owned data centers.

Your order has been verified for our <insert colo plan ordered> package.

We have some questions that will help us (Liquid Web's Staff) prepare for the arrival of you and your servers.

1) Are you planning to have your servers delivered to Liquid Web?

If yes, when should be expect them to be delivered. (let us know if you need address and shipping information)

2) Do plan to visit our data center to perform the installation yourself?

If yes, at what date and time should we expect you to arrive? We also require advanced knowledge of who will be arriving to work on the colo space as ID's will be check for admittance to the datacenter. NOTE: Liquid Web requires that we receive 24 hour notice for the initial setup of your co-located server, but once they are setup, you can come 24x7 if you need to maintain your equipment.

3) How many and what type of servers are you having co-located. Helpful information to include :

 Are they tower or rackmount servers? 
 If they are rackmount how many U's (units) are they? 
 Do they have rack mount rails? are the rails for square or round hole racks? 
 Are the servers made by a particular manufacturer? 
 Do you know the dimensions of the servers? (Height x Width x Depth)
 NOTE: The maximum dimensions we are able to rack for a tower is: (17""H x 9""W x 22""D)

4) Do you have a hostnames you use to refer to your server(s)?

5) How many IP(s) do you require for your server(s)?

This information will help us prepare for the arrival of your servers, and allow for a smooth installation into Liquid Web's data centers.

Also, if you plan to visit our data centers at anytime, we require personal identification and proof of your account information.

Let me know if you have any further questions."


Sales Colocation Remote Support "Hello,

I understand you wish to have us provide remote technical support for your colocated server. Under most circumstances we are able to provide this to you for a $50/Hour Fee.

In order to move forward with this we will need to you understand and agree to the fact that we are not held liable for any damages caused while we are working on your server. We will only follow your instructions, word for word, and any problems that arise from this are going to be out of our control.

When we have your agreement on this matter, a member of our team will be in touch with you as soon as they can to go over details.

Courtesy Email

Greetings,

I hope you are doing well and that your are enjoying the Liquid Web experience. This is a courtesy email to make sure that all your services are working well for you. As part of our commitment, we want to make sure that you feel comfortable with the support and that the overall experience with us is positive.

Please let me know if you have any questions or comments, your feedback is very important. Remember that our Heroic Support Engineers are available to assist you 24 hours, 7 days a week.

Once again, welcome to the Liquid Web family, we appreciate your business.


Echeck Payment Received

***************************************** -Automatic Payment Notification-

*****************************************

Dear LiquidWeb Customer,

This email is to confirm that we received the PayPal E-check payment you sent us. At this time, PayPal is processing the payment and the credit will not reflect on your account until you Bank clears the funds. Once the payment has been cleared by PayPal, you will receive a notification from our billing department.

If you have any questions regarding your payment or any other billing matter, please contact us using the following information:

Liquid Web, Inc.

sales@liquidweb.com support@liquidweb.com

1.800.580.4985 TollFree within the USA and Canada. 1.517.322.0434 International 517-322-0434 Int. 517-322-0493 Fax

You can also submit a Billing Ticket via https://manage.liquidweb.com/

As always, we appreciate your business!


Lead Follow up

Greetings

I hope you are doing well. I wanted to touch base with you in regards to the quote you kindly requested several days ago.

Are you still interested in acquiring the server configuration with us?

Please contact me direct at the number below or by replying to this email. I will more than happy to assist you with any questions or changes to the quoted package.

I hope to hear from you soon!!"

Migration Overview

Hello,

I'm going to open a ticket with you that will go over some information that we need in order to accurately move everything over from your old server to the new one. Once you fill the form out I will pass it off to our migrations team. They will reply with an outline of how the process works and will keep you up to date along the way. Once they perform the initial sync of your data from the old server to the new one, you will need to test each website to make sure everything looks the way it should and that we got the information.

Once you give us the thumbs up that everything looks good we perform a final sync of the data in order to bring anything over that changed since the first sync. After that it's time to make the DNS changes to the new IP(s). There will be a window of downtime during this and we can usually schedule it to happen when you can ""afford"" it, which is normally in the middle of the night.

Once everything is complete and everything is working on the new server you will need to tell us to cancel the old one. You will continue to be charged for the old server until you send us a request to cancel it and follow the steps outlined by the person helping you. In essence we need you to confirm you no longer need any data on the old server and it can be destroyed.

Once again, you will continue to be charged for the old server until you complete our cancellation process.

Let me know if you have any questions." Auto Responses Sales New Customer IP Request "Greetings LiquidWeb Customer,

ARIN guidelines state that ISPs must receive and keep on file projected utilizations for initial assignments in addition to usage information of all previous assignments made to customers. The form below will explain what information we need from you to be able to process your request. All items in the form must be completed unless the instructions explicitly state that they are optional.

17:52, 12 October 2017 (UTC)17:52, 12 October 2017 (UTC)17:52, 12 October 2017 (UTC)17:52, 12 October 2017 (UTC)Conofrio (talk) Please note that Liquid Web must follow all the guidelines set forth by ARIN in addition to RFC 2050 and as such may provide you with an assignment smaller then what you request based on your projected utilization in addition to your previous assignments in accordance with said guidelines. 17:52, 12 October 2017 (UTC)17:52, 12 October 2017 (UTC)17:52, 12 October 2017 (UTC)17:52, 12 October 2017 (UTC)Conofrio (talk)

                  • Begin Request Form*********

01. List the amount of address space you wish to request.


02. Describe the reason that you are requesting the IP space that you are requesting. This should be a brief description of the services which you are selling that utilize the IPs. E.g., dedicated IP hosting, SSL enabled websites, etc.


03. If you wish to include any additional information which may assist us in approving your request for IP space please specify it here.


          • End Request Form*****

Please complete the form above and submit it in full beginning with the line 'Begin Request Form' and ending with 'End Request Form'. The completed form should be the only thing sent in the response and should not be an attachment. After you have submitted this requested information to Liquid Web a member of our Network Engineering Team will review your request and will respond back to you as soon as possible.

We appreciate your business!"

New Quote

Greetings,

I hope you find yourself well. I am attaching the quote you kindly requested, please click on the following link:


This package includes the following features:



>30 minute initial ticket response from our Heroic Technical Support.


Our Engineers are Level 3 with access to Senior Engineers around the clock! Our support department is available 24/7/365 via support ticket, email or telephone.


View our Initial Response Time SLA: http://liquidweb.com/about/dedicatedsla.html


***************************************** Liquid Web Sonar - 24 Hour Server Monitoring

*****************************************


> Sonar Monitoring is a dedicated division of Liquid Web solely focused on providing service reliability and immediate incident resolution. The Sonar Monitoring team utilizes a robust set of proprietary system level health and service monitoring tools to constantly ensure your server's optimal performance through early detection of problems. In the event that an issue is identified, our Sonar Monitoring Team responds immediately, reducing downtime and repairing any issues proactively, in many cases before the client is even aware of the problem.


***************************************** 100% Network Up-time Guarantee

*****************************************



> At Liquid Web, Technical support means more than just an unresponsive support email address. Heroic Support® is our total commitment to your server's reliability and up-time backed by an industry leading Service Level Agreement (SLA). This means that in the unlikely event that a problem occurs, Liquid Web agrees to proactively repair the issue, provide complete communication and you will be amply compensated for up-to ten times the amount of the actual down-time.

View our Dedicated Server Service SLA: https://www.liquidweb.com/about/dedicatedsla.html



***************************************** 30-Minute Hardware Replacement Guarantee

*****************************************


> Liquid Web guarantees that in the event of a dedicated server hardware failure, the faulty hardware will be replaced within 30 minutes of identifying the problem. In the event that this guarantee is not met, Liquid Web will issue a credit for ten times the actual amount of additional downtime



***************************************** PCI Compliance Certification available.

*****************************************


> FREE SSL Certificate for the FIRST year when you sign-up for our FULLY MANAGED PCI-DSS Compliance package.



***************************************** LiquidWeb Guardian

*****************************************


> Fully Managed off-site disaster recovery backup available per request.



***************************************** Tier-1 Premium Bandwidth

*****************************************


> Our multiple providers allow us to offer full redundant connectivity to the world. Our providers include the following:

-Two Sprint Connections -Level3 -SAVVIS -AT&T -Global Crossing


***************************************** On-Site Security

*****************************************


>We own and operate our Data Centers, all our facilities are secured with electronic surveillance and security doors.


***************************************** Redundant Power System

*****************************************


>Our emergency Power system will provide un-interrupted power to all servers.
>Environmental friendly cooling system.


Please let me know if you have any questions or would like to make any changes to the quote I presented. I look forward in gaining your business and your trust!


New Quote LoadBalancers

Greetings,

I hope you find yourself well. I am attaching the quote you kindly requested, please click on the following link:


***************************************** LiquidWeb Zeus Shared Load Balancer

*****************************************


>Liquid Web Fully Managed Load Balancers intelligently distribute traffic to a single domain name across a group of servers. This design provides significantly greater performance than can be achieved by a single server.

This architecture also provides increased reliability and availability because if any of the services on a single server are unavailable, requests will automatically be routed to the remaining servers. As a result, downtime related to server failures or administrative maintenance can be eliminated.

-Intelligent Traffic Balancing -Recommended for high traffic sites -Add N+1 redundancy to your applications -Centrally Managed by Liquid Web -Hot spare provides increased reliability


***************************************** LiquidWeb Engineering Services Available

*****************************************


> If your company requires customer Engineering services such as Database replication, or custom storage solutions as well as High Availability setups; LiquidWeb can help. Our Engineering department is staffed with fully qualified individuals who can design, implement and maintain your custom cluster. Please contact our sales department at sales@liquidweb.com for further details regarding these services.


This package includes the following features:


***************************************** 24/7/365 - Live Heroic Support

*****************************************


>30 minute initial ticket response from our Heroic Technical Support. Our Engineers are Level 3 with access to Senior Engineers around the clock! Our support department is available 24/7/365 via support ticket, email or telephone.


View our Initial Response Time SLA: http://liquidweb.com/about/dedicatedsla.html



***************************************** Liquid Web Sonar - 24 Hour Server Monitoring

*****************************************


> Sonar Monitoring is a dedicated division of Liquid Web solely focused on providing service reliability and immediate incident resolution. The Sonar Monitoring team utilizes a robust set of proprietary system level health and service monitoring tools to constantly ensure your server's optimal performance through early detection of problems. In the event that an issue is identified, our Sonar Monitoring Team responds immediately, reducing downtime and repairing any issues proactively, in many cases before the client is even aware of the problem.



***************************************** 100% Network Up-time Guarantee

*****************************************



> At Liquid Web, Technical support means more than just an unresponsive support email address. Heroic Support® is our total commitment to your server's reliability and up-time backed by an industry leading Service Level Agreement (SLA). This means that in the unlikely event that a problem occurs, Liquid Web agrees to proactively repair the issue, provide complete communication and you will be amply compensated for up-to ten times the amount of the actual down-time.

View our Dedicated Server Service SLA: https://www.liquidweb.com/about/dedicatedsla.html



***************************************** 30-Minute Hardware Replacement Guarantee

*****************************************


> Liquid Web guarantees that in the event of a dedicated server hardware failure, the faulty hardware will be replaced within 30 minutes of identifying the problem. In the event that this guarantee is not met, Liquid Web will issue a credit for ten times the actual amount of additional downtime



***************************************** PCI Compliance Certification available.

*****************************************


> FREE SSL Certificate for the FIRST year when you sign-up for our FULLY MANAGED PCI-DSS Compliance package.



***************************************** LiquidWeb Guardian

*****************************************


> Fully Managed off-site disaster recovery backup available per request.



***************************************** Tier-1 Premium Bandwidth

*****************************************


> Our multiple providers allow us to offer full redundant connectivity to the world. Our providers include the following:

-Two Sprint Connections -Level3 -SAVVIS -AT&T -Global Crossings



***************************************** On-Site Security

*****************************************


>We own and operate our Data Centers, all our facilities are secured with electronic surveillance and security doors.



***************************************** Redundant Power System

*****************************************


>Our emergency Power system will provide un-interrupted power to all servers.
>Environmental friendly cooling system.


Please let me know if you have any questions or would like to make any changes to the quote I presented. I look forward in gaining your business and your trust!" Auto Responses Sales Openstack Request for more information "Hello,

Thank you for your interest with Openstack. For us to provide you with additional information, please answer the following questions below:

1. Who is your current provider? 2. What kind of platform do you have? What kind of applications are you hosting? 3. Is there a reason why you are looking at OpenStack? 4. What kind of functionality are you mostly interested in? 5. What kind of time line do you have for the project? 6. How did you hear about Liquid Web and OpenStack?

We hope to hear back from you with answers to the questions above.

Thank you.


Password Reset and Ticket Auth (Liquid Web Only)

Hello,

I have sent your ""Liquid Web Account Summary"" email to the email address we have on file for the account. Within that email you will see a username for Manage (this username will be above the URL: https://manage.liquidweb.com within the email). Also, you will notice that the password has been omitted for your security. To reset this password you will want to visit:

https://manage.liquidweb.com/manage/login.html

Once there, please click the ""Forgot Password?"" link. Please input the username that is contained within the ""Liquid Web Account Summary"" email. Please check your email account for a Liquid Web password reset email. Once the password is reset please use the username and the password of which you reset at the following link to authenticate this ticket:


<ticket authentication link>


Please let me know if you have any questions." Auto Responses Sales PCI Setup "Dear LiquidWeb Customer,

I hope you are doing well. Thank you for ordering our PCI Compliance-Fully Managed scanning solution. I will be sending this ticket to one of our Security Team Engineers so they can setup service for you.

We will need to know the IPs you need configured with PCI Compliance. Could you please forward those to us?

Once the entire process begins, one of our Engineers will reply via this ticket.

As always, please let us know if you have any questions." Auto Responses Sales PCIC response "Hello,

Liquid Web takes all necessary steps to protect sensitive customer data and provides a set of standards for your infrastructure and server setup. You will get a printout of the results and certification upon completion as well. Pricing starts at $50 / month.


http://www.liquidweb.com/services/pci-compliance.html

ServerSecurePlus (Add-on order only for existing customers, NOT NEW ORDERS)

Hello,

Thank you for placing an order for our ServerSecurePlus option. With this package, our Security Team asks for a time-frame as there can be possible down time needed to install specific features of our ServerSecurePlus. Please provide a date and time so we can schedule any potential down time.

You also receive a free SSL Certificate for 1 year with purchasing this package. You can either renew an existing SSL Certificate or we can purchase a new one for you. Please let us know how you would like to utilize this free SSL.

Please look for a response from our Security Team for the setup of your ServerSecurePlus order."


Storm $75 Coupon

Hello!

I hope you find yourself well. Thank you for your interest in StormOnDemand! My name is [INSERT NAME HERE] and I am an Engineer for StormOnDemand. I will be more than happy to help you deploy new Storm server instances and guide you through our user interface.

Storm offers the following great features with a click of a button:

- Instant server deployment - Server load balancing - Daily Backups - Server images - Server Monitoring - Server Firewall - Server cloning - Server resize

Storm is the FIRST FULLY managed cloud computing architecture. You can deploy servers with cPanel, which will allow you to easily manage your domains. Our HEROIC support team is available to you 24/7 via ticket, email or phone. Storm is available to you at any time from anywhere you have access to the Internet around the world.

May I give you a call to introduce you to Storm? If so, what number can I reach you at?

Once again, welcome to StormOnDemand!

Sincerely,



Storm Server Creation (CUSTOMIZE BEFORE SENDING)

Hello,

You can find a tutorial to create your <Insert Storm Plan Here> below. Please let me know if you have any questions along the way.

-Log into your online interface (manage.liquidweb.com)

-On the left part of the screen there is a ""Create"" button near the top, or if this is your first server there it will let you know you don't currently have any servers and there will be a green button allowing you to proceed.

-Choose a <Insert Option Here> with <Insert OS Here> as the operating system. At the bottom you can click the 'Configure your device' button to continue.

-The next screen will allow you to customize your server. As discussed you will want to pick the <Insert Specs Here> configuration. By default CentOS with cPanel/WHM and our full management is selected, which is what you will want. The default 5000GB outgoing bandwidth will work and you are able to select a backup plan if you would like.

-Pick a hostname and password. This hostname will look like host.example.com and your password should contain letters, numbers and special characters.

-Below that you can select how many public IPs you would like. You get 1 for free and additional are $5/IP/Month.

-Then just hit the ""Create Server"" button!

This server will be <Insert Monthly Price Here>. Let me know if I can be of any more help with this process." Auto Responses Sales Storm Server Creation KB(VPS/General) "Hello,

I'm happy to provide you with instructions on how to create a Storm Server. Depending on the exact plan you choose, the process may differ slightly. This specific tutorial is for a 1GB Linux Storm VPS, but you are able to pick the plan of your choice.

http://kb.liquidweb.com/how-to-create-a-storm-server/

This knowledge base article was written to demonstrate step-by-step how to create a Storm Server. Please let me know if you run into any issues along the way.

Upgrade / Migration Ticket

Dear LiquidWeb Customer,

I hope you are doing well, thank you for choosing LiquidWeb for your premium hosting needs.

This ticket is to confirm that I initiated the process of upgrading your current server. At the present time, this ticket will be reviewed by one of our Systems-Restore Engineers who will make sure to migrate all your data from your current server into the new one. Please have in mind that this process is extremely complex and needs to be scheduled. Please expect a response with further information concerning this migration.

Once the data has been copied and the new server is operational, please remember to call us or respond to this ticket requesting TERMINATION of the old server. Due to SECURITY reasons, we are NOT able to terminate the old server automatically. We require WRITTEN confirmation that we can go ahead and DESTROY any data within the old server and remove if from your account. This last step is REQUIRED and without it we can't process any cancellations.

As always, please don't hesitate in contacting our Sales Department or your Account manager if you have any questions or concerns.

Thank you for your business!" Auto Responses Security DMCA "Hello,

Thank you for your information regarding the alleged copyright infringement on Liquid Web's network. We have received your DMCA takedown Request and are currently reviewing the material in question. Please allow 48 - 72 hours for our abuse team to review and respond accordingly. If further information is needed regarding this request, please let us know.


Security

DMCA Requirements

COPYRIGHT INFRINGEMENT POLICY

Notice And Procedure For Making Claims Of Copyright Infringement Liquid Web customers are required to respect the legal protection provided by copyright law. If you believe that your work has been copied in a way that constitutes copyright infringement, please provide to the LiquidWeb.com copyright agent the information listed below. This procedure is exclusively for notifying LiquidWeb.com that your copyrighted material has been infringed:

   * A physical or electronic signature of the person legally authorized to act on behalf of the owner of the copyright interest.
   * A description of the copyrighted work that you claim has been infringed.
   * A description of where the material that you claim infringes your copyright is located on the site.
   * Your address, telephone number and e-mail address.
   * A statement by you that you have good faith belief that the disputed use is not authorized by the copyright owner, its agent, or the law.
   * A statement by you, made under penalty of perjury, that the above information in your notice is accurate, and that you are the copyright owner or legally authorized to act on behalf of the copyright owner.

Designation Of Agent To Receive Notification Of Claimed Infringement A notification of claimed copyright infringement must be provided in writing to:

Copyright Agent LiquidWeb.com 4210 S. Creyts Road Lansing, Michigan 48917

phone: 517-322-0434 fax: 517-322-0493 e-mail: DMCA@liquidweb.com

OR virtually by submitting a PDF file with the previously mentioned criteria to:

DMCA@liquidweb.com"


Setups

Microsoft Licensing

Microsoft server licensing requires that all Microsoft software is registered by the same party. You can not mix and match licenses. If you purchase Microsoft license through Liquid Web then all license must be done through that agreement. However, if you provide the license then all licenses must be provided by you. Please not that this is not a Liquid Web policy this is a Microsoft policy and is true everywhere.

Setup Expectations:

If you do wish to provide your own license for your server setup. Please be aware that it will take longer then normal to setup your server and can cause slow downs in general service that wouldn't be experienced otherwise.

Effected Service:

A) Speed of which we can deploy your solution will be negatively impacted. B) Restoration time in case of a system failure will be increased. (take longer to restore) C) License management will be done by you and you will be required to mail us any future Microsoft product you would like to have installed. D) No software assurance, so if the software has a new version you will be stuck on your old version. Microsoft allows us to update our License to the newest versions of their product at no charge.

1) It is required that you provide the media and the license documentation, the media must be the correct media linked to the kind of license you have. Please allow time for us to receive your media through the mail.

Please mail to: Liquid Web Inc. Att: Dedicated setups 4428 S Creyts Rd Lansing MI 48917


2) Once we receive the media it will take us a bit longer to actually setup the server. We have to use your media and go through the installation manually. In case of a system failure it will also take longer to restore your system due to the fact that we have to use your exact media and license and not use your VAR license we have setup with Microsoft.


SAN

We are activating your new SAN volume now. The SAN volume is exported as a block device and is initially provided without a filesystem configured. In order to provide you with the best solution, please provide your answers to the following questions:

1) For what purpose will you be using your SAN volume?


2) Which server(s) would you like to be able to access the SAN volume?


3) Would you like us to format the SAN volume? If yes, with which filesystem would you like the volume formatted?

  • If multiple servers will be utilizing the SAN volume simultaneously, a more complex configuration is required and we will follow up with you shortly.


4) Each connected server will need one Gigabit Ethernet network adapter to connect to the SAN volume, or multiple network adapters for MPIO. If we need to add network adapters to any of your servers, what would be the best time to schedule downtime to perform the upgrade?" Auto Responses Support Abuse (Phishing/TOS Violation) "Hello,

Thank you for your information regarding the alleged violation of the Liquidweb Inc TOS. We have received your report and thank you in advance for the notification of possible abuse of our network resources. The current number of notifications that require investigation limits the number of personal responses from the staff to senders. This may be the ONLY response you receive regarding your notification; however, we do investigate each and EVERY report.

If further information is needed regarding this issue please send an email to abuse@liquidweb.com with any relevant information. A ticket will be opened automatically and we will respond as soon as possible.

For reference our TOS is located here: https://www.liquidweb.com/about/policies/dedicated-tos.html" Auto Responses Support Best Effort "We will be happy to attempt your requested task for you; however, we have determined it falls outside our standard scope of support (Read more here: https://support.liquidweb.com/hc/en-us/articles/220614787). Because this request involves third-party software, or other unsupported items, this will fall under our best-effort support umbrella.

""Best-effort"" means we cannot offer our full support for this issue, but we will give it our best attempt. We unfortunately cannot guarantee a successful outcome, or that we will be able to support this issue in the future. Essentially, ""best effort"" allows us to do work above and beyond our scope of full support which we would normally not be able to provide.

REMOVE THE FOLLOWING PARAGRAPH (IN THE BRACKETS) IF THE BEST-EFFORT DISCLAIMER WAS ALREADY GIVEN - USE ONLY WHEN NEEDED! [If you're receiving this best effort notification partway through an existing support ticket, I'm very sorry, but this fact may have only just come to light through further investigation. We consider all issues as supported until research confirms otherwise.]


Please be aware, however, that as a Best Effort task, I cannot address it with the same priority as fully-supported issues.

You may read more about our Best Effort support here: https://support.liquidweb.com/hc/en-us/articles/220614787

I will investigate further and let you know what I find out. Thank you for your time and patience while we work through this issue."

Support

Best Effort On Hold

We will be happy to attempt this task for you; however, we have determined your request falls outside our standard scope of support (Read more here: https://www.liquidweb.com/support/).

Because this request involves third-party software or other unsupported items, the ticket will fall under our best-effort umbrella.

""Best-effort"" means we cannot offer our full support for this issue, but we will give it our best attempt. We unfortunately cannot guarantee a successful outcome, or that we will be able to support this issue in the future. Essentially, ""best effort"" allows us to do work above and beyond our scope of full support which we would normally not be able to provide.

REMOVE THE FOLLOWING PARAGRAPH (IN THE BRACKETS) IF THE BEST-EFFORT DISCLAIMER WAS ALREADY GIVEN - USE ONLY WHEN NEEDED! [If you're receiving the best effort notification partway through an existing support ticket, I'm very sorry, but this fact may have only just come to light through further investigation. We consider all issues as supported until research confirms otherwise.]

You may read more about our Best Effort support here: https://www.liquidweb.com/support/best-effort.html

Because best effort tasks are not fully supported, and because we are currently under a very high workload, we must unfortunately place this ticket on hold for the time being so we may address fully-supported tasks in a timely fashion. I cannot say when we will be able to attend to best effort matters, but I have disabled the auto-close function of this ticket so it will remain open until such time as we are able to do so.

If you require swifter assistance on this issue, it may be necessary to seek help from a contractor, or any third-party support available for the matter at hand.

When our support load returns to a normal, we will resume investigating, and will let you know what we find out. Thank you for your time and patience."


Best Effort Exhausted

Hello,

We have been working on this ticket under our Best Effort support umbrella. You may read more about Best Effort here:

https://www.liquidweb.com/support/best-effort.html

I am very sorry, but we have unfortunately exhausted all Best Effort measures for this issue, and have not been able to reach a solution for you.

[OPTIONAL, BUT PREFERRED:] During the course of my investigation, I found the following resources, which may be of further assistance to you and your team:

[INSERT THOSE HERE IF THEY EXIST]

If you have further, specific questions, I may be able to provide answers, but at this point in time, we recommend contacting a third party for further support.

I wish I had been able to resolve this matter for you."

Cancel Verification

Hello,

I would be happy to pass this cancellation request along to our sales team to assist you further. They will be in touch soon.

Cancellation Shared servers

We will begin processing this request shortly but in the mean time, may I inquire as to why you wish to cancel your account with us? The reason I ask is if there is some problem or issue you may have with your service, we can try and resolve the issue and we can also use your input to better serve our current and future customers.

If you do decide to continue with the process of cancellation, please let us know. I hope that you have had a pleasant experience with our hosting and if you have any questions, comments, or concerns, please feel free to let us know.

Please Note: Your account may be terminated on the day of your request. Please make sure that you have a good working backup of the site/account which includes all of the following: files, databases, e-mails and any other needed information before confirming the account deletion as once the account is removed, there is no way to recover those files.

If you want to wait to cancel your account at the end of your billing cycle, please put the cancellation request in a couple of days before the cycle ends to make sure that you will not be billed. If this is the case we will note the account for this to take place. We do not have a system to queue accounts for deletion on a specific date at this time. Please be aware that we cannot schedule a cancellation and that we can only offer refunds in full months. Your cancellation will be processed soon as your information is verified.

If you have any thoughts or questions regarding this, please do not hesitate to let us know.

Thank you for your time and patience."

Credit Card Charge APPROVED

***************************************** Credit Card Charge Notification *****************************************

Dear LiquidWeb Customer,

Thank you for updating your credit card information. This email is to confirm that we were able to charge your card successfully. Your payment has been posted to your account.

If you have any questions regarding your payment or any other billing matter, please reply to this email with your inquiry. You can also call us at the following numbers:

1.800.580.4985 TollFree within the USA and Canada. 1.517.322.0434 International

As always, we appreciate your business. Thank you for hosting with us!"

Credit Card Charge DECLINED

***************************************** Credit Card Charge Notification *****************************************

Dear LiquidWeb Customer,

Thank you for updating your credit card information. We tried charging the card and it was DECLINED by your bank. This could be due to one the following reasons:

-Not having available credit on the card -The card has expired -The credit card information including the billing address was not entered accurately. -There may have been a ""mismatch"" of your address and zip/postal code

If your credit card continues to be declined, you should verify that the card is still valid and that the information entered is accurate. Please enter your billing address EXACTLY as it appears on your credit card statement. You may also choose to use a different credit card.

Please contact the credit card issuing company or your bank for questions relating to your credit card or to investigate reasons of refusal.

Feel free to reply to this email if you have any questions concerning your account with us. You can also call us at the following numbers:

1.800.580.4985 TollFree within the USA and Canada. 1.517.322.0434 International

As always, we appreciate your business. Thank you for hosting with us!"

Credit Card UPDATE ONLY

***************************************** Credit Card Charge Notification *****************************************

Dear LiquidWeb Customer,

Thank you for updating your credit card information. If you have any questions regarding your payment or any other billing matter, please reply to this email with your inquiry. You can also call us at the following numbers:

1.800.580.4985 TollFree within the USA and Canada. 1.517.322.0434 International

As always, we appreciate your business. Thank you for hosting with us!"

DNS PTR

Hello,

Management of PTR entries, reverse DNS records, for your server is completed from within your account's interface at the following URL:

https://manage.liquidweb.com/manage/network/

If you have any questions regarding the use of this tool please let us know and we will be happy to assist you.

Domain Expiring, standard .tld

Hello,

We have been notified that your domain:

xxxxxxxxxxxxxx

will be expiring soon. Domain renewals start at $15 per year per domain. Please let us know how you would like to arrange payment.

Please be aware that if your domain name or service is discontinued, any email, website, or other services that are associated with it may be affected.

Domain Expiring, standard .tld + manage. instructions

Hello,

We have been notified that your domain:

xxxxxxxxxxxxxx

will be expiring soon.

Please be aware that if your domain name or service is discontinued, any email, website, or other services that were associated with it may be affected.

You can extend registration of your domain(s) by logging into Manage, here:

https://manage.liquidweb.com/manage/network/

Selecting the ""Domain Renewal"" tab then clicking ""Renew"" after the corresponding domain."

Domain Parked

Hello,

Your domain park request is complete and the domain(s) should resolve properly within 24-48 hours.

Please let us know if things are not resolving properly or if you need anything else.

Thanks!"

Email Client Connectivity

Hello,

In order to best move forward with troubleshooting the email connectivity issues that you're currently experiencing, I will need to have all of the following information that you're able to provide.

  • What email software are you using (including version if possible)?
  • What operating system are you using (including version if possible)?
  • What email address are you attempting to send or receive from?
   * Is it possible for you to also provide us with the password for this address?
   * During the process of troubleshooting, do we have your permission to change this password?
  • Have you ever been able to connect to this address on this computer / device previously, and if yes, when did the change occur?
  • What is the IP address of the computer that you're trying to connect to this account with (as reported by http://ip.liquidweb.com)?
  • Can you tell us any specific errors that your email software is giving you?
  • Have there been any DNS record updates or changes recently?

Though it is not essential that you provide me with ALL of the above information, the more of it I have, the more likely it is that I will be able to expediently resolve the issues that you're facing.

While I await your response here, I'm going to be doing some preliminary investigation on this end - mostly ensuring that that correct ports are open in the firewall and verifying that there's nothing amiss with the secure elements of the connection.

Thank you in advance for providing the information requested above."

Enterprise Initial Response

Hello,

Thank you for contacting Liquid Web. I will pass this right over to one of your Enterprise team members, who will be in touch as quickly as possible.

ICANN whois info verification/modification

Hello,

Every year, ICANN (the Internet Corporation for Assigned Names and Numbers) requires all accredited registrars to send a notification to individuals who registered a domain (the registrant) and review their contact information for accuracy.

Please remember that under the terms of your registration agreement, providing false or inaccurate Whois (contact) information can be grounds for the cancellation of your domain name registration.

If the contact information listed is accurate, you do not need to take any further action. However, if any of the contact information is inaccurate, you will need to provide your updated information.

Domain names for review:

<Add Domain name(s) here>

Please review whois record for this domain and if you'd like to have the whois information for your domain changed please fill out all the following fields. If one of these fields doesn't apply and is left blank we'll enter either N/A or all zeros if it is a telephone number.

Registrant Contact

Organization: First Name: Last Name: Title/Role: Country: Postal Address: City: US State/Province: State/Province/Other: Postal/Zip Code: Email Address: Phone Number:

 Ext.:

Fax Number:

Administrative Contact

Organization: First Name: Last Name: Title/Role: Country: Postal Address: City: US State/Province: State/Province/Other: Postal/Zip Code: Email Address: Phone Number:

 Ext.:

Fax Number:

Ip reqeust form didn't work

Hello,

When you fill out the IP request form it should report something. The following are examples of what it may report after submitting the request:

1. Some of your assignments haven't been updated in a while. Please update us on your usage of these IP assignments:

2. Please select a server from the server list.

3. IP Request successfully submitted. We will look over the request and respond to you shortly.

If it doesn't report the 3rd response then something is not filled out correctly.

Thank you,

IP Request

Hello,


We are more than happy to provide you with more IP addresses for your server. Please note that per ARIN/Liquidweb policy, all requests must be submitted in writing.

To request an IP address in Manage. click the plus sign next to the server then click on the Networking tab. Enter in how many IP you want and click 'Request IPs'. This will open an IP Request ticket. If justification is needed for IP usage, this will be handled via the ticket.

If you have any further questions regarding this, please let us know.

Thank you.


More Info

Hello,

I will be happy to look into this for you however I will require a bit more information to assist you.

In order to replicate and better understand the issue at hand, could I please have you respond with:

1) A link to the location where the resource can be accessed.

2) Any credentials required to access the resource in question.

3) Step by step instructions on how to replicate the issue.

4) The most recent date and time (including time zone) you knew the issue was not occurring.

5) The date and time (including time zone) the issue was first noticed.

6) The IP address of the device where the issue is being experiencing.

You can easily obtain your current IP address by visiting http://www.whatismyip.com

I await your response.


No Spanish Please

Estimado Cliente,


Espero se encuentre usted bien, desafortunadamente en estos momentos Liquid Web no ofrece ayuda tecnica en Espanol.

Si necesita ayuda traduciendo su mensaje al ingles, usted pude utilizar el siguiente sitio: http://translate.google.com/

Le agradecemos y apreciamos su comprension, esperamos muy pronto poder ofrecer ayuda tecnica en otros idiomas.


Muchas Gracias.


PayPal Payment

Hello,

We have received confirmation that you sent a PayPal payment. I am sending this to our Billing Department for verification. Once it has been verified it will be applied to your account.

Thank you!

If you have any questions, please contact us.


Phishing/Fraudulent site on your server

Hello,

We have received a report of phishing on:

$hostname

The phishing content is located within the domain:

$domain

within the account:

$account

In the interest of preventing visitors to your website from being defrauded I have disabled the phishing content.

While I have not yet determined the origin I would recommend changing the cPanel password, any ftp user's passwords that have access to the public www directory for the account, and the admin passwords to any CMSs that are used. It is also common for malicious files to be uploaded through outdated software, or plugins for the software that have known or unknown vulnerabilities. Keeping your software up to date can help prevent these issues.

I am currently investigating the logs to determine if the origin of these files can be found. I will update you shortly with my findings."

SSL Global Sign Approval Email

Our certificate provider will be emailing an approval email to one of the email addresses listed below.

The list shown below are the only ones they will send the approval email to.

When you get the approval email there is a link that takes you to their website with an approval button that needs to be clicked before the cert will get created and sent to us.

The MX record for your domain is hosted elsewhere so we do not have the ability to setup a forwarder to take care of this step for you.

We need to know which email address from the list below you'd like the approval email sent to.

The list is a generic list where domain.com in the list would be the domain the certificate you are purchasing is for.

admin@domain.com

administrator@domain.com

hostmaster@domain.com

postmaster@domain.com

webmaster@domain.com


SSL Renewal Global Sign + 1024 Bit Cert

The cert that is currently installed is a 1024 bit certificate. Our provider now requires 2048 bit certs so we'll need to start over with a new csr. Please provide us the following information:

Email Address:

Create a password:

Hostname for Cert:

City:

State:

Country (2 letter abbreviation):

Company Name:

Company Division:

What is the purpose for the cert? ie: website, email or other?:

Thank you,


SSL Renewal with PCI Blurb

Hello,


We have been notified that your SSL will be expiring soon for the domain [domain name]. We can purchase and install a new SSL Certificate for you for $50 per year per certificate. Please provide approval for us to charge this fee to your card on file, or let us know how you would like to arrange payment.

Each certificate covers www.domain.com and domain.com, provided you include the www at the beginning of the hostname. If you do not include the www in your order, it will not be covered by the certificate.

If you would like a specific subdomain for the certificate (subdomain.domain.com), please specify this below.

We will need the following information to complete your order:

   First Name:
   Last Name:
   Phone Number:
   Company Name:
   Department Name:
   Email Address:
   Create a Password:
   Hostname for Cert:
   City:
   State:
   Country (2 letter abbreviation):
   Street Address:
   Zip/Postal Code:
   What is the purpose for the cert? ie: website, email or other?:

While you are in the process of renewing your SSL Certificate - now would be the ideal time to ensure your site is PCI Compliant.

   What is PCI Compliance?

The Major credit card processors have created the Payment Card Industry Standard to protect the personal information and ensure the security of online credit card transactions. Compliance to this standard is required by all sites whom process credit card information/data online. This Compliance certifies that your organization has taken all necessary steps to protect sensitive customer data and provides a set of standards for your infrastructure and server setup.

Did you know that the Payment Card Industry has recently taken a hard stance on PCI Compliance and have already started reviewing/auditing processors for compliance? Failure to meet compliance can result in excessive fines (Since October of 2007, Visa has levied over $5 million yearly in fines for non-compliance) and/or the loss of your rights to process credit card transactions.

Liquid Web PCI Certification is a fully managed scanning service that verifies your compliance with the Payment Card Industry Data Security Standard. Our Security Administrators will perform periodic scans of your server checking each point of the PCI standard AND resolve any non-compliance issues (not only protecting you from the consequences of non-compliance - but also providing your clients the additional security of knowing your site has been secured:

http://media.liquidweb.com/pci/pci-badge.gif).

Please speak to one of our Liquid Web Sales Representatives for information on how you can protect yourself."


SSL Renewal 30 days

Hello,

The SSL for <domain.com> will be expiring within 30 days. A standard single-domain SSL (includes domain.com and www.domain.com) can be renewed for a cost of $50 for one year. If you renew before the expiration date, a year will be added to the remaining time.

Renew your certificate immediately by following the instructions in our Help Center:

[Renewing an SSL Certificate](https://support.liquidweb.com/hc/en-us/articles/225517167-Renewing-an-SSL-Certificate)

(You may have to log in to your Liquid Web account to view the tutorial.)

If you would like assistance renewing your SSL certificate, simply reply to this email.

Thank you,


SSL Renewal 7 days

Hello,

The SSL for <domain.com> will be expiring within 7 days and standard single domain SSL (includes www.) can be renewed for a cost of $50 for another year. If you renew it before the remaining time elapses, you will simply be adding the extra year on to the remaining time left on the cert. If you would like us to renew it, let us know in this ticket that we have your permission to charge the credit card on file and we will get the renewal underway.


SSL Request

Hello,

We can purchase and install a standard single domain SSL Certificate (covers www. if requested) for you for $50 per year per certificate. Please provide approval for us to charge this fee to your card on file, or let us know how you would like to arrange payment.

Each certificate covers www.domain.com and domain.com, provided you include the ""www"" at the beginning of the hostname. If you do not include the ""www"" in your order, it will not be covered by the certificate.

If you would like a specific subdomain for the certificate (subdomain.domain.com), please specify this below.

We will need the following information to complete your order.

Email Address: Create a password (alphanumeric no special characters): Hostname or Domain name for Cert: City: State: Country (2 letter abbreviation): Company Name: Company Division:

What is the purpose for the cert? ie: website, email or other?:"


Storm IP Limit Reached

Hello,

Due to the regulations set upon us by ARIN (http://arin.net) we require 75% IP address utilization before we can fulfill your request. This includes IP addresses on the server and IP addresses being requested; could you please let us know how many IP addresses that you are requesting?

As per ARIN regulations, we are required to publish customer information on all IP reassignments. This information will be publicly displayed via 'rwhois' records. Details provided by customers on IP Justification Forms/Requests may be shared privately with RIRs when needed to demonstrate adherence to policies and efficient utilization.

If you have any further questions or concerns, please do not hesitate to ask." Auto Responses Support Weak Password Notification "Hello,

We have noticed that you have a weak root/administrator password set for your server that is extremely likely to allow access to your server with common brute-force attack methods. In order to preserve the integrity of our network and prevent unauthorized access to your data, we request that you change your password.

Please change the password of your server to a new, strong, and unique password. We would also be glad to perform this task for you, selecting an appropriately strong password for the server, as well as updating our records.

If you decide to change your password yourself, please log into https://manage.liquidweb.com and update it there for our records (you will need to do this in addition to changing the password on the server). This will allow us to access your server more quickly if you need support.

For tips on creating a secure password, please see the following resource:

https://support.liquidweb.com/hc/en-us/articles/115000388887

Please let me know if you have any questions or require any additional information."

Sysres Storm Move - Scheduled

Hello,

This ticket is concerning your instance: PASTEHOSTNAMEHERE

The parent server that your instance is on requires maintenance. One of the redundant drives has failed an needs to be replaced. In an effort to limit the impact on your instance we will be moving it to a new parent. Your ip's and all your data will be retained.

We have scheduled this move to begin at INSERTDATEANDTIMEHERE. If you would prefer a different time please let us know so that we may accommodate you.

Your instance will remain online during most of this process. There are 2 periods of down time when the instance is rebooted and some file system maintenance is performed. They take place at the beginning and at the end of the move. The time between and the length of these periods varies from instance to instance. While the length of the downtime periods is usually only a few minutes, we do not have a way to accurately predict when or how long they will actually take. We do monitor the move to ensure everything goes as smooth as possible for you.

If you have any questions about this or would like to reschedule the move please let us know."


Ticket Authentication

Hello,

I will be happy to assist you with this request but before I do so, can you please authenticate this ticket by clicking on the link below and logging in with your current account credentials:


We require all requests to be authenticated for your protection so only authorized individuals may make changes to or obtain information about your account. In the future, you can avoid taking this extra step by submitting a ticket via our manage.liquidweb.com interface located here:

https://manage.liquidweb.com


Thank you.


Transfer of Liability/Ownership

Hello,

I hope you are doing well. We recently received your request to transfer the liability/ownership of the your current account with us to a different person or entity.

In order to proceed with this request, we will need your explicit permission that you would like to transfer liability/ownership in a formal email/ticket. Please make sure to send the request from the email we currently have on file for your account. Additionally, we will need to fully verify your identity prior to initiate the transfer. Please make sure to include as an attachment a front and back copy of your driver's license or passport and a front and back copy of the credit card we currently have on file. If this is a company, we will need your Government issued ID (Driver's License & Passport) as well as a copy of the articles of incorporation or a letter from the acting officer or legal representative for the company. We will also need the following information for the new owner of the account:

Full Name Company Name Billing Address Billing Phone Number Email Fax Number New Form of payment

Once we receive this information, we should be able to initiate the transfer for you and verify the new owner's details.

Please notice that these steps are required and they are for the protection of our account. If you would like to fax your information, please feel free to fax it to the following number in attention to the Sales Department:

(517)322.3158

Please let me know if you have any questions.

Thank you for your time,

Windows

Credential Update

Hello,

We are presently attempting to access your server to perform work on it but the credentials we have on file appear to be incorrect. Please login to your account and update your administrator password at this URL:

https:/manage.liquidweb.com/

If you have altered the remote desktop port or changed the administrative user name then please select a server then select the 'Advanced settings' link to supply this information as well. From here you can update all servers, if you have more then one associated with your account, at once if they are all the same.

As your server is managed ensuring that you have the correct login credentials specified for your server(s) on file through manage.liquidweb.com is imperative to expeditious resolution of issues. We need the login credentials to your server to be able to complete the following, although not limited to, list.

  • Support requests requiring access to your server
  • IP requests to obtain your current utilization as well as to allocate the new IPs
  • Monitoring to restore failed services
  • Audits of server in response to security incidents or malicious activity

We thank you in advance for updating these credentials to expedite future requests, and apologize for the delay in completing the current work to be completed on your server."


Migrations Plesk to Plesk (External)

Hello,

Since we are performing an external Plesk to Plesk migration of your server we would like you to review this entire message and fill out the following form so we can get this migration properly setup and scheduled. Additionally, we recommend reviewing the our [LiquidWeb KB article](http://kb.liquidweb.com/plesk-to-plesk-windows-migrations/) for tips and information on how we perform a migration.

*** 
###### Liquid Web account information 
1. Account number: 
2. Server hostname:

*** 
###### Single Technician Migrations
**We find that migrations handled entirely by one technician typically end in a better migration experience. As a result, your migration will be handled exclusively by one person. We will schedule the migration for as close to the times you have chosen and that we can provide adequate staffing.**


* What time frame (day of the week & time of day including time-zone) would you like a technician scheduled to work on your migration? **(Please note that we only schedule migrations with a technician that can perform the final sync.  The final sync will not be scheduled until you have thoroughly tested each of your sites since testing can take some time.  Performing the final sync of data before each site is tested can result in unplanned downtime for your sites.)**

*** 
######Source server general information
1. Are you migrating from a Windows server? (Please note we only support Windows to Windows migrations) 
2. Source server IP: 
3. Source server control panel username: 
4. Source server control panel password: 
5. Source server control panel access URL: 
6. Source server Administrator user (if not Administrator): 
7. Source server Administrator password: 
8. Source server RDP Port (if different from default):

*** 
#####Source server's configuration 
By providing us detailed information about the source server's configuration, it helps us to better handle the migration process.

Do you use: 
1. Sitebuilder?: 
2. Tomcat?: 
3. Coldfusion?: 
4. An email server other than MailEnable Standard?: (If yes, you will need to provide an installer and key of one that is supported by Plesk.) 
5. Are there any custom configurations or data made outside of Plesk that you would like to have included in the migration?  Some examples of these include databases, sites, users, permissions, changes to the php.ini, and third party software. **(Please note, these may incur additional costs and will be considered 'best effort' as only the Plesk to Plesk migration is free of charge and supported)**

*** 
######Nameserver Information
1. Do you manage your own private nameservers? **If yes, we would suggest that you lower the TTL values to 300 seconds. Please see our [Liquid Web KB article](http://www.liquidweb.com/kb/dns-propagation-and-caching/) for details on this.** 
2. If so, please list the nameservers: 
3. Do you plan on using the same nameservers on the new server?

*** 
#####Optional Information 
1. Is there any other information you want to add?

As always, let us know if you have any questions or concerns about this process so our Heroic Support team can address them for you.

Initial Reply

Thank you for contacting Liquidweb.

Your ticket has been assigned to a Windows Specialist and will be replied to shortly. If you have any further details on your issue or need anything else, please reply to this ticket.

Thank you in advance for your patience while we research and troubleshoot this issue.


Migrations Plesk to Plesk (Internal)

Hello,

Since we are performing a Plesk to Plesk migration of your server we would like you to review this entire message and fill out the following form so we can get this migration properly setup and scheduled. Additionally, we recommend reviewing the following [Liquid Web KB article]( http://kb.liquidweb.com/plesk-to-plesk-windows-migrations) for tips and information on how we perform these migrations

***

######Liquid Web account information

Old server hostname:

New server hostname:

***

######Single Technician Migrations

**We find that migrations handled entirely by one technician typically end in a better migration experience.  As a result, your migration will be handled exclusively by one person.  We will schedule the migration for as close to the times you have chosen and that we can provide adequate staffing.**

* What time frame (day of the week & time of day including time-zone) would you like a technician scheduled to work on your migration? **(Please note that we only schedule migrations with a technician that can perform the final sync.  The final sync will not be scheduled until you have thoroughly tested each of your sites since testing can take some time.  Performing the final sync of data before each site is tested can result in unplanned downtime for your sites.)**

***

######General Migration Questions

1. Do you want to retain IP addresses? (This is not available for migrations between server types; for example, VPS to Dedicated or VPS to SmartVPS)

2. If you do not want to, or are not able to, are your domains using name servers hosted at Liquid Web?

3. Please list the name servers & domains using name servers at Liquid Web if you would like us to lower the TTL values for you:

**(In the event that you are hosting name servers at another location, we would suggest that you lower the TTL values to 300 seconds.)**

***

######Source server's configuration

Do you use:

1. Sitebuilder?:

2. Tomcat?:

3. Coldfusion?:

4. An email server other than MailEnable Standard?: (If yes, you will need to provide an installer and key of one that is supported by Plesk.)

5. Are there any custom configurations or data made outside of Plesk that you would like to have included in the migration?  Some examples of these include databases, sites, users, permissions, changes to the php.ini, and third party software. **(Please note, these may incur additional costs and will be considered 'best effort' as only the Plesk to Plesk migration is free of charge and supported)**

***

######Optional Information

* Is there any other information you want to add?

***

**PLEASE ALSO NOTE THAT YOUR OLD ACCOUNT OR SERVER WILL NOT BE CANCELED AUTOMATICALLY**

***

After ensuring your data has been migrated and when you are ready to cancel your old account, please reply or email sales@liquidweb.com to terminate your old server.

As always, let us know if you have any questions or concerns about this process so our Heroic Support team can address them for you."

New VPS Parent

Hello,

The parent server that your VPS is hosted on has been having stability issues lately. We have decided that the best course of action is to move all affected customers to a newly built VPS parent. This will some require downtime on your server, which could last up to 4 hours. We want this to be as smooth as possible for our customers, so we are requesting a time when this will be most convenient for you. If you could reply to this message with a date, time, and time zone that works best for you. We can get this scheduled and taken care of.

We look forward to hearing from you, and as always if you have any questions please let us know."

ESET File Security not connecting

Hello,

I am opening this ticket with you because ESET File Security on [SERVERNAME] which is the Liquid Web managed antivirus software has stopped connecting to the update server.

We would like to make sure ESET File Security is working properly on your server and is receiving updates correctly. Could you please let us know a convenient time with timezone to perform maintenance on ESET File Security? Your server may have to be rebooted several times.

We look forward to hearing from you regarding this matter.


SET File Security Virus Found

Hello,

We are opening this ticket with you because ESET File Security, which is the Liquid Web managed anti-virus software, has found a virus or piece of malware on [servername]

We would like to schedule a time with you when we can scan the full system. Could you please let us know a convenient time with timezone to perform this task.

After the scan has completed, we will inform you of all the findings; as well as what our suggested course of action would be.

If you would like for us to just scan and clean/remove any files that contain viruses, with no input from you. Please reply to this and let us know.

We look forward to hearing from you regarding this matter.

Plesk Backup Setup

Hello,

We would be happy to setup server wide Plesk backups for you. In order to complete this process we need you to answer a couple of quick questions:

When do you want backups to run? Plesk offers either Daily, Weekly or Monthly backups.

If you chose daily backups what time do you want them to run?

If you chose weekly backups what day do you want them to run and at what time?

If you chose monthly backups what date do you want them to run and at what time?

Do you want the domains suspended during the backup?


  • It is recommended that domains are suspended during the backup as this generates a more complete backup. The downside to suspending domains is that each domain will need to go offline for the duration of its backup. This option is not recommended if you require that your domains are online 100% of the time.

Plesk Password Change

Hello -

We have a script which will change the passwords for you. At this time we are NOT changing any database or email passwords. The passwords we are changing is as follows:

  • Plesk Administrator Password
  • Reseller Account Passwords
  • Client Account Passwords
  • Domain Passwords
  • Domain Admin Passwords
  • Additional FTP account Passwords
  • Subdomain Passwords
  • Web User Passwords

If you would like us to run the password changing script for you, please let us know. All passwords will be set at random and will be retrievable via a file called new_plesk_passwords.csv at the end of the process. If you'd like a specific password set for your Plesk Administrator password, please let us know.

Plesk Password Opt-Out

Hello -

We have placed a note on your account stating that you have requested to be opted out of the mass password change. You should be aware that your passwords have likely been compromised, and that we cannot be held responsible for any malicious activity caused by these compromised passwords.

If you have any questions on this, please let us know.

Update ESET File Security

Hello,

Your server [SERVER NAME] is currently running an older version of ESET File Security, Liquid Web's managed Anti-Virus software option. We would like to schedule a time with you when we can update this to the newest version of ESET File Security. Please note that this will require a reboot when it has completed. Downtime should only be a few minutes.

There are a few new features with this version of ESET File Security. We have outlined a few of these below:

A number of previous issues have been corrected.
Better memory optimization when running in real-time.
Better use of resources when scanning your system.
A free upgrade!

Please let us know a time and date that we can upgrade your ESET File Security services. Please be sure to include the timezone with your reply.

Thank you in advance for your reply.


Zane's Follow Up Message

Greetings,

Thank you for your business at Liquid Web! I would like to check in with you to make sure your hosting services with us are up to standards.

Just a couple quick questions for you:

Would you recommend Liquid Web to others?

Have you had a chance to review your account and SONAR server monitoring services?

Do you have any recommendations that you would like to make to us, in regards to services or business practices?

Are you going to be looking for additional servers or networking hardware such as a dedicated firewall, in the near future? If so, I can price out options for you.

Look forward to hearing back from you. If you would prefer to talk on the phone, I am available at 1-800-580-4985 ext. 2"


Handoff To Sales - HIPAA and SSAE16 Requests

Hello,

I am Template:Current user.first name, a representative in the Template:Ticket.group.name department. These kind of solutions are tailored made, depending on your current application needs. As HIPAA regulations can be complicated issues, I will be transferring your request to our HIPAA sales specialists, who are in the office from 8am to midnight Monday through Friday and will contact you as soon as possible. Please feel free to add any information you would like to this ticket for their review and thank you very much for your patience in the meantime.

Thanks!

Guardian SQ Initial

Hello,

Our Guardian backup system has notified us that your account for the following server has reached its soft quota current % level.

host: HOSTNAME

Please consider this a pre-emptive notice that is in place so you can pro-actively avoid reaching the hard quota level. Your backups are still completing successfully at this time.

Please be aware, that if your quota were to reach the hard quota threshold, backups would no longer operate correctly.

If you have any questions, please let us know."


Guardian SQ Second

Hello,

Our Guardian backup system has notified us that your account for the following server has reached its soft quota current % level.

host: HOSTNAME

Please consider this a pre-emptive notice that is in place so you can pro-actively avoid reaching the hard quota level. The next alert that we will be receiving will be at your hard quota level. Your backups are still completing successfully at this time. I have provided you with the current information about your server’s disk usage so that we may work together to resolve this matter prior to reaching the hard quota level:

Disk usage

Please be aware, that if your quota were to reach the hard quota threshold, backups would no longer operate correctly.

If you have any questions, please let us know.

Expectations Root Access (same platform)

Hello,

Thank you for contacting Liquid Web's Migration Department. The following document will outline what you should expect while the migration is being worked on. Please make sure you read this outline carefully and ask questions on anything that is not clear:


1. The first thing we will do upon starting your migration is lower all the TTL values of all your hosted domains where able. This will allow us to minimize the downtime caused by a migration. The TTL value will usually take about 24 hours to propagate throughout the internet. For more information please view http://wikipedia.org/wiki/Time_to_live.


2. After the TTL has been lowered, we will match all your software versions where possible. The software we version match include Apache, MySQL, and PHP, including their associated modules. We attempt to identify any non-standard modules, however, if you know of any custom modules which are required we highly recommend mentioning this early to allow us to include this in the matching.


3. We will then begin moving your data from your old server to your new server. The data moved will consist of all email, accounts, user home directories, databases, and any additional directories you mentioned in the questionnaire. Your sites will remain online during this time. Again, we will try to identify anything non-standard, but if you know of any content created outside of cPanel, please do let us know as soon as possible.


4. Once your data has been migrated, and all your accounts have been restored, your migration specialist will ask you to look over your sites located on your new LiquidWeb Server. This is done by modifying the hosts file on your local home/office computer, and allows you to test on the new server without affecting live traffic. You will be provided further instructions for testing at this time. Please make sure that you test your sites thoroughly before letting us know that you are ready to move on to the next step, as this helps to ensure that your sites will work properly when they go live.


5. After looking over your sites, and letting your migrations team member know that everything is functioning properly, we will schedule a time and date for your final sync. During the final rsync we will shut down several processes on your old server (Apache, Email, MySQL), and copy any changed files, mail, or databases. This sync absolutely must be scheduled in advance as our schedule fills up quickly and we will likely not have an open time slot unless you have reserved it in advance.


6. While the final sync is in progress we will change the DNS zone files on your old server to point to your new server if the DNS is hosted locally. During the final sync you will experience some downtime, the amount of which will depend on how many files are being moved and how much of the content has been modified since the last data transfer.


7. Once the final sync is complete, we will ask you to once again check over your sites. If everything looks good then you will need change your DNS name server IPs at your registrar (if applicable) and the migration will be complete.


For assistance in setting up your nameservers at popular registrars, please [click here to see our DNS tutorials](https://www.liquidweb.com/support/tutorials/#dns-tutorials).


********************************************************************************
********************************************************************************
***********************************IMPORTANT************************************
Please note: If you migrating from an existing Liquid Web server your old account/server will not be canceled automatically.
After ensuring your data has been migrated, and you are ready to cancel your old account/server, please email sales@liquidweb.com to process the cancellation and avoid overage charges.
********************************************************************************
********************************************************************************"

Migrations Expectations cPanel with User SSH Access

Hello,

Thank you for contacting Liquid Web's Migration Department. The following document will outline what you should expect while the migration is being worked on:

1. We will begin to match up all your software versions as identified from your source cPanel page, though we generally are only able to identify the main software, including Apache, Mysql and PHP, while custom modules should be indicated as needed to avoid being missed.

2. We will then begin moving your data from your old server to your new server by means of generating a full account backup. A full cPanel backup includes all necessary information for restoring the account on the new server.

3. Once your data has been migrated and all your accounts have been restored, your migration specialist will ask you to look over your sites located on your new LiquidWeb Server. This is done by modifying the hosts file on your home/office computer, and instructions will be provided once we have reached this stage of the migration.

4. After looking over your sites, if all appears well, you will need to update DNS according to the needs of the migration. If keeping the existing nameservers, you will simply need to update the A records; if nameservers will be changing, you will instead update these at the registrar for the domains using these.

For assistance in setting up your nameservers at popular registrars, please see https://www.liquidweb.com/support/tutorials/#dns-tutorials.

Please note: While we are not able to perform a traditional final sync with user-level SSH access only, if a re-sync of email is desired before you update the DNS to become live on the new server, please request this of your migration specialist so that they can sync the email directory before going live.

Expectations cPanel Access Only

Hello,

Thank you for contacting Liquid Web's Migration Department. The following document will outline what you should expect while the migration is being worked on:

1. We will begin to match up all your software versions as identified from your source cPanel page, though we generally are only able to identify the main software, including Apache, Mysql and PHP, while custom modules should be indicated as needed to avoid being missed.

2. We will then begin moving your data from your old server to your new server by means of generating a full account backup. A full cPanel backup includes all necessary information for restoring the account on the new server.

3. Once your data has been migrated and all your accounts have been restored, your migration specialist will ask you to look over your sites located on your new LiquidWeb Server. This is done by modifying the hosts file on your home/office computer, and instructions will be provided once we have reached this stage of the migration.

4. After looking over your sites, if all appears well, you will need to update DNS according to the needs of the migration. If keeping the existing nameservers, you will simply need to update the A records; if nameservers will be changing, you will instead update these at the registrar for the domains using these.

For assistance in setting up your nameservers at popular registrars, please see https://www.liquidweb.com/support/tutorials/#dns-tutorials.

Please note: Due to the limited access to the source server, a final sync of data will generally not be possible in this case. We highly recommend completing testing within a timely manner and updating the DNS as soon as ready to avoid a discrepancy in data between when the initial migration and testing were completed. Let us know if you have specific questions in this regard as well."

Expectations Non-cPanel, No SSH Access

Hello,

Thank you for contacting Liquid Web's migration department. The following document will outline what you should expect while the migration is being worked on.

1. We will begin the migration process by logging into your old server and mapping the files old location to be compatible with the expectations of cPanel.

2. Site recreation will begin at this stage. We will re-create accounts for your sites, copy the data we were able to migrate into the users home directories, and ensure your sites are loading and no modules or libraries that your site may rely on are missing.

3. We will then ask you to look over your sites to ensure everything appears to be loading as you expect it to.

4. If you approve of the migration in the above step, you may ask your System Restore Team Member to finalize the migration. You will then need to update your name servers IP address.

For assistance in setting up your nameservers at popular registrars, please see https://www.liquidweb.com/support/tutorials/#dns-tutorials."

Expectations GoDaddy

Hello,

Thank you for contacting Liquid Web's migration department. The following document will outline what you should expect while the migration is being worked on.


1. We will begin the migration process by logging into your GoDaddy account and setting up an ftp user if necessary.

2. Site recreation will begin at this stage. We will re-create accounts for your sites, copy the data we are able to migrate into the users home directories, We will setup any databases so they are associated with cpanel and import the databases from the GoDaddy account and modify the scripts used to connect to those databases.

3. We will then ask you to look over your sites to ensure everything appears to be loading as you expect it to and provide you with instructions on how to view the site before changing the dns to point the site to the new server.

4. If everything looks good you will then be need to update the name servers for your domain.

For assistance in setting up your nameservers at popular registrars, please see https://www.liquidweb.com/support/tutorials/#dns-tutorials."


Migrations Expectations HostGator

Hello,

Thank you for contacting Liquid Web's migration department. The following document will outline what you should expect while the migration is being worked on.

1. We will begin the migration process by logging into your HostGator account and create a cpanel backup of your account.

2. Site recreation will begin at this stage. We will download the cpanel backup to the server over here and restore the account.

3. We will then ask you to look over your sites to ensure everything appears to be loading as you expect it to and provide you with instructions on how to view the site before changing the dns to point the site to the new server.

4. If everything looks good you will then need to update the name servers for your domain.

For assistance in setting up your nameservers at popular registrars, please see https://www.liquidweb.com/support/tutorials/#dns-tutorials."


Migrations Expectations Bluehost

Hello,

Thank you for contacting Liquid Web's migration department. The following document will outline what you should expect while the migration is being worked on.

1. We will begin the migration process by logging into your Bluehost account and create a cpanel backup of your account.

2. Site recreation will begin at this stage. We will download the cpanel backup to the server over here and restore the account.

3. We will then ask you to look over your sites to ensure everything appears to be loading as you expect it to and provide you with instructions on how to view the site before changing the dns to point the site to the new server.

4. If everything looks good you will then need to update the name servers for your domain.

For assistance in setting up your nameservers at popular registrars, please see https://www.liquidweb.com/support/tutorials/#dns-tutorials."


Migration Rates

Hello,

Our current rates for charged migrations are $100 for the first hour and $50 for each additional hour. Hours are rated on time we spend actively working on the migration. Time spent waiting for the data to transfer do not apply. If you approve the cost please let me know." Auto Responses Migrations Questionnaire (External) "Hello,

Thanks for choosing Liquidweb for your migration needs! We understand you have data to move and our Migration Specialists will be happy to help.

Each migration requires special handling. To help guide you, we have summarized the steps below so that you know what you can expect during this process. Visit our [Knowledge Base](http://www.liquidweb.com/kb/what-to-expect-during-a-site-migration) for even more details.

  • **Step 1**: Complete the Form below. This will help us to collect the information we need to get started.
  • **Step 2**: If your migration has complexity that puts it outside of our typical migration scope, we’ll get your approval if there will be an associated charge. (Most migrations are standard, which we do for free.)
  • **Step 3**: We’ll start the migration. *To insure data integrity, we urge you to refrain from adding new sites or making major changes or updates during the migration.* You and your visitors can generally still use your site normally.
  • **Step 4**: You will test your websites on the new environment to confirm if everything is working. Your intimate knowledge of how they should look and work is invaluable towards making the migration successful. Don’t panic if you see errors. These occur when there are differences in the server environment. The site is not live yet and we’re here to address any issues that may come up.
  • **Step 5**: You will update the DNS of your sites to point them to the new server when we give you the go-ahead.

And don’t worry … we’re still here to help should you need it.

Our goal is to migrate the sites so they work on the new server as they did on the old server. We will make every effort to minimize your downtime during this migration. We can generally keep the window to a few minutes, however, special circumstances may arise which alter this.

A typical migration takes two to five days. You can minimize delays by promptly completing the form below and by responding quickly with your testing results. Of course, some larger sites might have unique timing needs.

Rest assured we will keep you informed during the migration process.

If you would like to avoid sending passwords over email, you can create a new shared secret from manage.liquidweb.com; just let us know the secret number instead of the password in the appropriate area(s) in the form below.

https://support.liquidweb.com/hc/en-us/articles/115011622147-Using-One-Time-Secret-for-Password-Protection


# The Form

## Source
### Where are we moving your data from?
##### (We call this the Source Server)

Hostname or IP:

### ssh
(Not all of this may apply to your migration)

ssh user:

password:

ssh port:

additional ssh instructions:

*(Please note: Your migration may be subject to charges if ‘root’ access  cannot be provided.)*

### Control Panel
address (url):
username:
password:

## Destination
### Where are we moving your data to?
##### (We call this the Destination Server.)
Hostname or IP:


## Domain Information
### Which domain(s) would you like us to transfer?
*(If you would like us to migrate all accounts/domains specify ""ALL"").*



### Are there domain(s) that you would like us to test?
We will typically load a random sample of main pages after the initial migration. If there are specific URL's (pages) that you would like us to test please list them below:



## DNS Information
Once the migration is complete, we will ask you to modify your DNS records or nameservers. We recommend gathering this information in preparation for the final switch-over.

### What would you like to use as your nameservers?
*(If you do not want these to change, please specify ""same as current"").*

Example: ns.liquidweb.com, ns1.liquidweb.com


## Special Requests?
### Do you have specific needs for this migration?
Examples may include:

* Specialized software (examples: Tomcat, JRE, ImageMagick, FFMpeg, Ruby on Rails)
* Cron jobs
* Databases or users created outside the control panel
* Folders or files located outside of accounts
* Concerns, comments, questions?

Once we receive a completed form we will send this information to our Migration Specialists to begin the migration. We will contact you when the process has begun.

Need help completing this form? Please reply to this ticket or contact us at numbers below."

Site Clone

Hello!

Thank you for choosing Liquid Web for assistance! The service you have requested is a premium service, and may incur a cost depending on the complexity of the request. For the sake of all parties involved, please explain exactly what it is you are looking for.

What site is being cloned/copied:

Which server is it on:

What do you want the new clone to be named:

And what server do you want it set up on:

Should this be set up as it's own account or an addon domain (and if an addon domain for which account):

Please let us know of any configuration files that will need to be updated for the new database(s) and mysql user(s):

Anything else we should know about this request?

This cost is dedicated time spent working on the issue, not waiting for any data transfer. The answers to the above questions will both allow this to be done properly, and help us minimize the time we need to work on that for you. We charge $100 for the first hour, and $50 for each hour after that.

If this does not work as intended, then the manipulation of your code will be your responsibility.

Please provide us with any and all information you can and we'll be happy to diagnose the request then provide an estimate. Thank you for your time and patience.


Site Manipulation

Hello!

Thank you for choosing Liquid Web for assistance! The service you have requested is a premium service, and may incur a cost depending on the complexity of the request. For the sake of all parties involved, please explain exactly what it is you are looking for.

What type of changes do you want performed:

On which server:

How many accounts are involved with this change:

Does this involve account splitting or user manipulation:

Are there any custom configuration files we should know about:

Is there anything else we should know:

This cost is dedicated time spent working on the issue, not waiting for any data transfer. The answers above will both allow this to be done properly, and help us minimize the time we need to work on the request for you. We charge $100 for the first hour, and $50 for each hour after that.

If this does not work as intended, then the manipulation of your code will be your responsibility.

Please provide us with any and all information you can and we'll be happy to diagnose the request then provide an estimate. Thank you for your time and patience.


Questionnaire (Internal)

Hello,

Thanks for choosing Liquid Web for your migration needs! We understand you have data to move and our Migration Specialists are happy to help.

Each migration requires special handling. To help guide you, we have summarized the steps below so that you know what you can expect during this process. Visit our [Knowledge Base](http://www.liquidweb.com/kb/what-to-expect-during-a-site-migration) for even more details.

  • **Step 1**: Complete the Form below. This will help us to collect the information we need to get started.
  • **Step 2**: If your migration has complexity that puts it outside of our typical migration scope, we’ll get your approval if there will be an associated charge. (Most migrations are standard, which we do for free.)
  • **Step 3**: We’ll start the migration. *To insure data integrity, we urge you to refrain from adding new sites or making major changes or updates during the migration.* You and your visitors can generally still use your site normally.
  • **Step 4**: You will test your websites on the new environment to confirm if everything is working. Your intimate knowledge of how they should look and work is invaluable towards making the migration successful. Don’t panic if you see errors. These occur when there are differences in the server environment. The site is not live yet and we’re here to address any issues that may come up.
  • **Step 5**: You will update the DNS of your sites to point them to the new server when we give you the go-ahead.

And don’t worry … we’re still here to help should you need it.

Our goal is to migrate the sites so they work on the new server as they did on the old server. We will make every effort to minimize your downtime during this migration. We can generally keep the window to a few minutes, however, special circumstances may arise which alter this.

A typical migration takes two to five days. You can minimize delays by promptly completing the form below and by responding quickly with your testing results. Of course, some larger sites might have unique timing needs.

Rest assured we will keep you informed during the migration process.

If you would like to avoid sending passwords over email, you can create a new shared secret from manage.liquidweb.com; just let us know the secret number instead of the password in the appropriate area(s) in the form below.

https://support.liquidweb.com/hc/en-us/articles/115011622147-Using-One-Time-Secret-for-Password-Protection

# The Form

## Source
### Where are we moving your data from?
##### (We call this the Source Server)

Hostname or IP:

## Destination
### Where are we moving your data to?
##### (We call this the Destination Server.)
Hostname or IP:


## Domain Information
### Which domain(s) would you like us to transfer?
*(If you would like us to migrate all accounts/domains specify ""ALL"").*



### Are there domain(s) that you would like us to test?
We will typically load a random sample of main pages after the initial migration. If there are specific URL's (pages) that you would like us to test please list them below:



## DNS Information
Once the migration is complete, we will ask you to modify your DNS records or nameservers. We recommend gathering this information in preparation for the final switch-over.

### What would you like to use as your nameservers?
*(If you do not want these to change, please specify ""same as current"").*

Example: ns.liquidweb.com, ns1.liquidweb.com


## Special Requests?
### Do you have specific needs for this migration?
Examples may include:

* Specialized software (examples: Tomcat, JRE, ImageMagick, FFMpeg, Ruby on Rails)
* Cron jobs
* Databases or users created outside the control panel
* Folders or files located outside of accounts
* Concerns, comments, questions?


Once we receive a completed form we will send this information to our Migration Specialists to begin the migration. We will contact you when the process has begun.

Need help completing this form? Please reply to this ticket or contact us at numbers below."

HowTo: Transfer a Single cPanel account

Transferring a cPanel backup to your server an restoring it is usually a simple process. The way I would recommend doing it is this:

1. Login to the source cpanel account.

2. Click on ""Backups"".

3. Click ""Download or Generate a Full Website Backup"".

4. Select ""Secure Copy"" from the drop down menu.

5. Fill in the following information:

Remote Server (FTP/SCP only): XXX Remote User (FTP/SCP only): root Remote Password (FTP/SCP only): XXX Port (FTP/SCP only): 22 Remote Dir (FTP/SCP only): /home/

The cpanel account will then create a backup and transfer it to the /home/ folder on your server here. To restore the backup, once the transfer is complete:

6. Log in to your WHM on your server here.

7. Navigate to ""Main >> Backup >> Restore a Full Backup/cpmove file"". (You can typre the work backup in the find box in the upper left and it should pop right up for you.)

8. Enter the username of the account and click restore.

That should do it. I would suggest you give a few a try and if you run into issues we'll be here to help. If you would still like us to handle the migrations give us a list of the usernames and passwords."


Sysres Storm Move - Moving Now

Hello,

I am beginning the move of your server to another storm parent at this time. Please keep in mind that once the move is started we have no control over how long it will take nor the ability stop/pause the move. I will update you once the move is complete." Auto Responses Sysres Storm Move - Completed "Hello,

Your server has completed the move to a new parent. Have a nice day." Auto Responses Sysres How to Add IP "Hello,

To add an ip for a Storm Server:

1. Log in to https://manage.liquidweb.com.
2. Click the name of the server you would like to add the ip to.
3. Click the Network tab. You should then see the option to add more IP's to the server.

The interface should give you the option to add the ip to WHM automatically. This will require a reboot if the instance. If you would not like to reboot the IP can be added by logging in to WHM and using the ""Add a New IP Address"" tool. Let us know if you have any questions."


Rooted - Dedicated

Hello,

The restore of the server will be in two basic main phases.

1. We will backup the existing accounts and configurations on the new server. While this is going on we also install a new operating system on a separate drive. Once that is complete we will need to take the old server down to complete the setup of the new server. This will usually take 1-3 hours, and your sites will be offline starting at this time.
2. Your server will then be brought back online and we will begin restoring the configurations and accounts. While the accounts are being restored they should begin to resolve. If there is additional troubleshooting that needs to take place it should be left until the restores are complete. Attempting to troubleshoot during the restores can lead to the creation of additional problems.

Typically the restores are done alphabetically by username, as this is how the backups are listed. If you have some domains that are more important than others please let us know which those are so that we can restore them first. Also, if you are aware of any special programs or configuration on the current server please let us know so we can be sure to set it up on the new server.

Once the account restores are finished it is likely there will be some additional troubleshooting that needs to take place.

The total amount of downtime can vary widely from server to server depending on server conditions, but we will diligently work to have you back online as soon as possible.

Please let me know if you have any more questions on this process."

Rooted - Storm

Hello,

The restore of the server will be in three basic phases:

1. We will back up the accounts and settings on the server, the time frame for which can vary depending on the number of sites. Once the backup is finished we will then clone the rooted Storm server to a temporary copy. Your sites will remain online during this time.
2. We will re-image the live server. This will usually take 1-3 hours, and your server will be offline during this time. The reason for these two phases together is to retain the original IP addresses from the rooted server. If you would prefer less downtime, and would not mind if the IP addresses changed, a migration may be a better option for you. Please let us know if you wish to explore this option.
3. Your server will then be brought back online and accounts will start being restored. Typically the restores are done alphabetically by username, as this is how the backups are listed. If you have some domains that are more important than others please let us know. We can arrange to have those restore first. Also, if you are aware of any special programs or configuration on the current server please let me know so I can be sure to set it up on the new server. I will review the server for common applications and php/apache settings during the restore.

While the accounts are being restored they should begin to resolve. If there is additional troubleshooting that needs to take place it should be left until the restores are complete. Attempting to troubleshoot during the restores can lead to the creation of additional problems.

Once the account restores are finished it is likely there will be some additional troubleshooting that needs to take place. Once we are certain that everything is working properly the temporary server can be taken offline. Please note: We will not automatically remove the temporary instance. We will wait for you to request it's removal.

The total amount of downtime can vary widely from server to server depending on server conditions, but we will diligently work to have you back online as soon as possible.

Please let me know if you have any more questions on this process."

Backup Drive Replacement

Hello,

Our standard procedure during a backup drive replacement is to replace the drive with a blank drive and repopulate the data by running new backups. Since there is no data transfer the downtime is usually 20-40 minutes. The old backup drive is retained for a period of 30 days in case there is data needed from it.

Please provide a 2-hour window in which to take your server down to complete this maintenance.

mod_cloudflare_suggest

Hello,

Our monitoring system today reported that Apache was down. After further investigation, we noticed an IP address from CloudFlare hosting was making wp-login attempts to your DOMAIN website. We can help mitigate this by installing mod_cloudflare. This will require recompiling Apache, downtime for which can be scheduled at your convenience.

This install falls under our ""Best Effort"" support guidelines. Best Effort means we cannot guarantee that we will be able to install/configure the software, nor can we guarantee that we will be able to support it in the future. We can guarantee, however, that we will give it our best shot.

Currently, the CloudFlare IP is the only IP displayed. After installing mod_cloudflare, we can determine whether or not the IP is abusive because it is logged in the domain logs as the actual source IP, rather than the one provided by CloudFlare. Please advise on how you would like us to proceed."


Handoff To Sales - Existing Business (Unauthed)

Thank you for contacting the Liquid Web Solutions team! We want to assist you as quickly as we can. For the security and protection of your account, however, we do need all requests to be authenticated. Please authenticate this request using your Liquid Web manage.liquidweb.com username and password at the following link:

Template:Auth link

To expedite this process in the future, you can open authenticated tickets from within the manage.liquidweb.com interface and doing the following: -Click 'Support' on the left navigation panel. -Click the 'New Support Request' button in the main pane. -Select the appropriate ticket category (sales in this case) and fill out the remainder of the fields. -Click 'Submit Ticket' at the bottom."

Existing Customer (Unauthed)

Thank you for contacting the Liquid Web Solutions team! We want to assist you as quickly as we can. For the security and protection of your account, however, we do need all requests to be authenticated. Please authenticate this request using your Liquid Web manage.liquidweb.com username and password at the following link:

Template:Auth link

To expedite this process in the future, you can open authenticated tickets from within the manage.liquidweb.com interface and doing the following: -Click 'Support' on the left navigation panel. -Click the 'New Support Request' button in the main pane. -Select the appropriate ticket category (sales in this case) and fill out the remainder of the fields. -Click 'Submit Ticket' at the bottom."

Billing

Off-Hours

Hello,

Thank you for contacting Liquid Web. Our billing team hours are Mon-Fri 8AM-6PM (EST). If this is an issue our heroic support team can assist you with they will be in touch shortly. If it is not something they can assist with, you will hear back from the billing team when they return to the office.

Thank you for your patience.

Migrations MWPDashboard

Hello,

Thank you for choosing Liquid Web for your premium Managed WordPress hosting needs.

We’ve made sure that migrating your existing sites to the Managed WordPress Platform is as simple as can be: [Managed WordPress Dashboard - Migrating to Liquid Web] (https://support.liquidweb.com/hc/en-us/articles/223691908). As always, our Managed WordPress support team is here to assist with any questions or concerns that might come up. Feel free to respond directly to this ticket if we can help!

Thank you for your business!


Hello,

Thank you for putting your trust in our Support team to handle your 3rd Party PCI scan and resolve issues associated with the scan that you have provided. We are happy to assist you in making sure that your server is configured properly to comply with the current PCI standards.

If you are interested in our full-time PCI Compliance service for $50/month. I can help walk you through ordering this, please have a look at our web page if you would like more information:

https://www.liquidweb.com/solutions/pci-compliance/

We also have an option available for individual scans that you provide. We will adjust your server to meet your scanning vendor's standards for a one time fee of $75 per scan/server. This will cover the adjustments needed for your server to comply with only the single scan that you provide to our support team. It will not cover additional scans or scans for different servers on your account.

We still offer adjustments to your server in our Fully Managed Support, but you will have to let us know what changes you would like to make to your server to bring it into compliance. This means that you would have to interpret the PCI scan that you've received on your own and let us know what changes you would like to be made to your server.

Please let us know if you would like to move forward with any of these options.