Input Plesk new support paid

[hardbrasil]

Good morning, everyone,

I have been a Plesk user since 2008, and I can truly say that I am a fan of the product and the brand.However, some of your recent decisions have been frustrating:

• Price increases every year (and they are significant).
• Restricting the use of PostgreSQL in the Admin license.
• And now, the end of included support within the license.

More than ever, we need security improvements. With AI, the security governance we had in the past has proven insufficient in the present.

Recently, we had an incident involving Imunify360 where it was locking up our disk I/O.Result: we had to remove imunify-ui-antivirus-Plesk.

I went to open a support ticket with Plesk and was met with a closed door. Now, support is €10/month per machine!

I acknowledge that the way it was before (unlimited), support might have been weighing too heavily on your costs.But I would like to suggest including a fixed number of tickets per year per license.

 

[scsa20]

Plesk has always provided free support as long as you 1) using a supported version of Plesk on supported OSes and 2) Bought the license directly from Plesk. If you bought your license from a reseller, you always needed to get support from the reseller. The reseller would then either help resolve your issue or engage Plesk support on your behalf. If you want to get support directly from Plesk then yes you would need to get the support subscription. This is also true if you are running Plesk on unsupported OSes (and versions) but got the license directly from them.

Of course this all falls under anything directly related to Plesk itself. If there's anything involving a third party extension, hardware issue, etc, then yes this falls under the paid support subscription. And as far as I know, it's been that way for ages and I've been using Plesk for just as long as you have.

See https://support.plesk.com/hc/en-us/articles/12388090147095-How-to-get-support-directly-from-Plesk for more information