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While investigating an issue we learned that Plesk Web Host Edition licences leased from a Plesk partner since February 14 no longer qualify for per-incident support (opening a support ticket), neither is there any way to buy per-incident support. This was possible some months ago, but obviously now support is only available through the partner who rents out the licence. However, Plesk partners are almost never qualified to know all the details about the system and to work on difficult issues that involve detailed knowledge of Plesk.
We are seeking an option to be able to open a support ticket directly with Plesk staff. It is useless to do this through a partner, because the processing time of such requests are much too long for professional requirements, not to say that partners may not even be able to handle a case and solve the issue even if they forward a ticket to Plesk using their ticket system access. We are not looking for free support, but a way to get support beyond forum posts.
My questions are:
- If we rent our Web Host Edition licenses directly from Plesk, will this include the option to open a ticket with Plesk support directly? The Plesk website does not give any information on that.
- Is it correct that there is absolutely no option left to buy per-incident support from Plesk for technical issues?
- Why does https://kb.odin.com/de/121580 state that the Web Host Edition licence qualifies for support tickets while it does not in reality (e.g. it is impossible to open a technical support ticket on https://cscontact.plesk.com/form/32/?Product=Plesk )
We are seeking an option to be able to open a support ticket directly with Plesk staff. It is useless to do this through a partner, because the processing time of such requests are much too long for professional requirements, not to say that partners may not even be able to handle a case and solve the issue even if they forward a ticket to Plesk using their ticket system access. We are not looking for free support, but a way to get support beyond forum posts.
My questions are:
- If we rent our Web Host Edition licenses directly from Plesk, will this include the option to open a ticket with Plesk support directly? The Plesk website does not give any information on that.
- Is it correct that there is absolutely no option left to buy per-incident support from Plesk for technical issues?
- Why does https://kb.odin.com/de/121580 state that the Web Host Edition licence qualifies for support tickets while it does not in reality (e.g. it is impossible to open a technical support ticket on https://cscontact.plesk.com/form/32/?Product=Plesk )
