ONLINE SUPPORT CENTER
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Frequently Asked Questions
Knowledge Center
- Change my PHP version?
To change the PHP version for your Managed WordPress website, follow these instructions:
Warning: Upgrading the PHP version can cause issues with your site. You can test the upgrade by using the staging environment.
Depending on your website agreement this is completed automaticlly with Nerdicloud for security of your website.
- What is managed WordPress?
Managed WordPress key features at a glance:
- The latest version of WordPress is automatically installed.
- Automatic WordPress core updates.
- Performance-enhancing caching.
- Automatic, daily backups (last 30 days).
- Integrated SSL is included for the life of your hosting account.
- One-click migration tool.
- Enhanced security through restricted file access.
- Secure access to your files and database with SFTP and phpMyAdmin.
Because of these optimizations, there are also some limitations you
should be aware of. For example, Managed WordPress does not support
WordPress multisite networks, and there's a curated list of plugins that cannot be installed
due to security vulnerabilities, duplicate functionality of built-in
features, poor performance characteristics, and some that are
non-functional.With Managed WordPress, you can rest assured that your site is always
up-to-date, secure, and performing at its best. This means you can
spend more time creating quality content, engaging with your customers,
and building your brand. - ACCESS Your Website
Your website was created using the most current Wordpress login.
Must websites can be accessed by visiting yourdomain.com/wp-admin
However Market Genius moves the login page for your security please contact your account manager for your login page.
- SSL Certificates
We make managing your website hasle free. Contact your account manager for assistance we want to make sure it's done correctly the first time.
- Nameservers
Nameservers are a fundamental part of the Domain Name System (DNS), which is like the internet's phone book. When you type a domain name into your browser, like "example.com", the DNS translates that human-readable domain name into the corresponding IP address that computers use to communicate over the internet.
Nameservers play a crucial role in this process. They are specialized servers that store DNS records for a domain name. These records include information like the IP addresses of the domain's web servers, email servers, and other services associated with that domain.
Here's how nameservers work:
- Domain Registration: When you register a domain name (e.g., example.com) with a domain registrar, you're required to specify the nameservers that will handle DNS queries for your domain. This is usually done through the registrar's control panel.
- Nameserver Configuration: You provide the nameserver information to your domain registrar. Typically, you'll have at least two nameservers specified for redundancy and reliability, often in the format of "ns1.example.com" and "ns2.example.com".
- DNS Lookup: When someone tries to access your website by typing your domain name into their browser, their device sends a DNS query to the DNS system, asking for the IP address associated with your domain.
- Nameserver Response: The DNS system routes the query to the appropriate nameserver based on the domain's nameserver records. The nameserver then responds with the requested DNS information, such as the IP address of your web server.
- Caching: To improve efficiency, DNS information is often cached by intermediary servers along the way. This means that subsequent DNS queries for the same domain can be answered more quickly from the cache rather than requiring a full lookup.
- DNS Propagation: When you change nameservers or DNS records for your domain (e.g., updating your website's IP address), it takes some time for these changes to propagate throughout the internet. This process, known as DNS propagation, can take anywhere from a few minutes to 48 hours, depending on various factors like TTL (Time to Live) settings.
For Help Changing The Name Services
- Email Settings
Setting up email on your mobile device or email software is indeed crucial for staying connected. Here's a step-by-step guide to help you through the process:
- Choose your Email Client Decide whether you want to use a built-in email app on your mobile device (like Apple Mail or Gmail) or a third-party email client (such as Microsoft Outlook or Mozilla Thunderbird) on your computer.
- Gather Information: Before you begin setup, make sure you have the following information handy:
- Email address: Your full email address (e.g., example@example.com).
- Password: The password associated with your email account.
- Incoming
Mail Server (IMAP or POP3): This includes the server address (e.g.,
imap.example.com or pop.example.com), port number, and security type
(SSL/TLS or none). - Outgoing Mail Server (SMTP): Similar to the
incoming server, you'll need the server address (e.g.,
smtp.example.com), port number, and security type.
- Setup on Mobile Device:
- For Android:
- Open the Settings app.
- Tap on "Accounts" or "Accounts and Backup" depending on your device.
- Tap "Add Account" > "Email".
- Enter your email address and password.
- Follow the prompts to enter the server settings.
- For iOS (iPhone/iPad):
- Setup on Email Software:
- Open your email software (e.g., Outlook, Thunderbird).
- Go to Settings > Mail > Accounts > Add Account.
- Choose your email provider.
- Enter your email address and password.
- Follow the prompts to enter the server settings.
- Navigate to the settings or preferences section.
- Find the option to add a new account.
- Enter your email address and password.
- Provide the incoming and outgoing server details.
- Follow the prompts to complete the setup.
Agreements / Billing
- Website Hosting Agreement
- Overview The Universal Termsof Service Agreement ("the Agreement") sets forth the general termsand conditions of your use of the Site and the Services. This Hosting ServiceAgreement this (“Service Agreement”) governs your use of Nerdicloud’s Hostingservices “Hosting Services”).Capitalized terms used, but not defined, in thisService Agreement, are defined in the Agreement.
- DESCRIPTION OF SERVICES
- Web Hosting: Web Hosting plans place your
site within one or more servers. Resources are shared between many
customers on the same servers; however, your site is given a unique
address (DNS) - Business Hosting: Managed Hosting plans, you get
all of the benefits of having your own VPS or Dedicated Server, but we
will manage the server for you including setting up your control panel,
patching cycles and back-ups - Managed WordPress Hosting: Managed WordPress Hosting plans
give you a streamlined and optimized experience to build and manage
WordPress sites. We handle the basic hosting administrative tasks,
including: installing WordPress, automated daily backups, WordPress core
updates and server-level caching - Virtual Private Server (“VPS”): VPS plans place your site
within a server shared with other customers, but you will have full
control over your server space and the complete configuration of your
virtual instance on the server. You will have administrator (root) access
and a dedicated IP address - Dedicated Server: Dedicated Server plans reserve
an entire server exclusively for your account and usage. You will have
exclusive rights to your server's bandwidth, memory, and storage space,
and your server’s performance will not be affected by traffic and the
usage patterns of other customers - Managed Support: Managed Support plans are
monthly subscription plans that provide you with root/administrative
access to the service and Plesk or cPanel. We handle core patching,
security, monitoring and backups. Additional configurations and
installations can be performed for an additional fee - Fully Managed Support: Fully Managed Support plans are
monthly subscription plans that provide you with the option to enable
root/administrative access and we will handle core patching, security,
monitoring, and backups. Additional Expert Services are included with the
subscription - Hosting Premium Support/Expert
Services: Hosting Premium Support/ Expert Services (“Expert
Services”) are additional custom support services available for a set
fee. These Expert Services can provide assistance if you need an
experiences server administrator for complicated tasks, including: optimizing
databases, configuring firewalls, or moving content - Hosting Backup: Hosting backup and plans save
all your website files to the cloud once per day. Storage limits may
apply based upon the backup plan that you have purchased. These backup
and restore services are available with website hosting plans and may be
available for an additional fee with our other hosting service plans. For
hosting backup services available as part of a Hosting subscription plan,
those services will be canceled if the Hosting subscription plan is
canceled.
- ACCOUNT TERMINATION; LIMITATIONS
- Migration of Servers: You acknowledge and agree that
as a normal course of business, it may be necessary for us to migrate our
servers. As a result, even if you have a dedicated IP, you may be
assigned a different IP number. We do not warrant that you will be able
to consistently maintain your given IP numbers. - Termination of Hosting Services: You acknowledge and agree that
upon expiration or termination of your Hosting Services, you must
discontinue use of the Hosting Services and relinquish use of the IP
addresses and server names assigned to you in connection with Hosting
Services, including pointing the domain name system (“DNS”) for
your domain name(s) away from our servers. Prior to termination of the
Hosting Services, you are responsible for moving your website or server
content off our servers. We will not transfer or FTP your website or
server content to another provider. If you fail to move your website or
server content off our servers prior to cancellation, we will delete all
such content and we will not be able to provide a copy of such content. - Free Products Credits: Upon termination of the Hosting
Services, all free products provided as part of the Hosting Services will
be cancelled or revoked. - Notice Regarding Licensed Images on Migration or
Export (where available): Subject to all other applicable licenses terms and
conditions, images available and licensed for use are intended for Nerdicloud’s
hosted customers only and are subject to the terms and conditions of
third-party intellectual property rights and licensing restrictions. To
the extent you wish to export or migrate your hosted product or service
to another service provider (if available as an option), it is solely
your responsibility to ensure your continued right to use any images
incorporated therein, and you acknowledge and agree that Nerdicloud’s does
not warrant and shall have no responsibility for any claims resulting
from your continued use after migration and/or termination (whichever
occurs first). - Storage Capacity: The total amount of usable
storage capacity for your particular Hosting Service(s) may differ from
the represented capacity, as there is required space for the operating
system(s), system file(s), and other supporting file(s). Additionally,
Hosting Backup plans may have storage limits. - YOUR OBLIGATIONS; REPRESENTATIONS
AND WARRANTIES - Justification. You acknowledge and agree that
we shall have the right to seek justification in connection with your use
of the Hosting Services, specifically your purchase of IP addresses, and
you shall be obligated to provide any and all information reasonably
sought by us pursuant to such justification. In connection with such
purchase, you acknowledge and agree that your name and justification may
be disclosed to certain registries including, but not limited to, the
American Registry of Internet Numbers, in accordance with policies
promulgated by any and all such registries and such information may be
displayed publicly on the Whois database. - Abusive Activities and Other Threats. You acknowledge and agree that
you may not use our servers and your website as a source, intermediary,
reply to address, or destination address for mail bombs, Internet packet
flooding, packet corruption, denial of service, or other abusive
activities that threaten the stability of our network or will damage the
systems of, or cause a disruption of internet services to, Nerdicloud’s,
our customers, or third-parties. Server hacking or other perpetration of
security breaches is prohibited and we reserve the right to remove sites
containing information about hacking or links to such information. Use of
your website as an anonymous gateway is prohibited. We prohibit the use
of software or scripts run on our servers that cause the server to load
beyond a reasonable level, as determined by us. You agree that we reserve
the right to remove your website temporarily or permanently from our servers
if you are in violation of this Service Agreement and/or there are
activities that threaten the stability of our network. You acknowledge
and agree that all websites associated with your hosting account may be
removed if one website is in violation of this Service Agreement. You
further acknowledge and agree that Nerdicloud’s reserves the right to
scan your hosted account for malicious content (e.g., malware), and that,
in the event any such content is discovered, Nerdicloud’s may take
whatever steps it deems reasonably necessary to mitigate or remediate any
security threat relating to such malicious content, including but not
limited to disabling access to your account, or removing your hosted
account entirely. - Storage and Security. You shall be solely
responsible for undertaking measures to: (1) prevent any loss or damage
to your website or server content; (2) maintain independent archival and
backup copies of your website or server content; and (3) ensure the
security, confidentiality and integrity of all your website or server
content transmitted through or stored on our servers.
Our servers are not an archive and we shall have no liability to you or
any other person for loss, damage or destruction of any of your content. The
Hosting Services are not intended to provide a PCI (Payment Card
Industry) or HIPAA (Health Insurance Portability and Accountability Act)
compliant environment and therefore should not be used or considered as
one. You shall not use the Service in any way, in our sole discretion,
that shall impair the functioning or operation of our services or
equipment. Specifically by way of example and not as a limitation,
you shall not use the Hosting Services as: (1) a repository or instrument
for placing or storing archived files; and/or (2) placing or storing
material that can be downloaded through other websites. You acknowledge
and agree that we have the right to carry out a forensic examination in
the event of a compromise to your server or account. - Website/Server Content. You shall be solely
responsible for providing, updating, uploading and maintaining your
website or server and any and all files, pages, data, works, information
and/or materials on, within, displayed, linked or transmitted to, from or
through your website or server including, but not limited to, trade or
service marks, images, photographs, illustrations, graphics, audio clips,
video clips, email or other messages, meta tags, domain names, software
and text, all of which is User Content as defined in the Universal Terms
of Service Agreement. You acknowledge and agree that in the course of
providing you with technical assistance, it may be necessary for our
support staff to modify, alter or remove the content of your hosted
product. Your website or server content shall also include any registered
domain names provided by you or registered on behalf of you in connection
with the Hosting Services.
If access to a third-party hosting website is required in the provision
of any Service, you represent and warrant that you are authorized to
provide us with access to the third-party hosting account for the
purposes of this Service Agreement. You agree that you retain sole
contractual and any other legal or fiduciary responsibilities related to
your third-party hosting account.
If you request that we install any Third Party Software (defined below)
not provided as part of the Hosting Services, you represent and warrant
that (1) you have the right to use and install the Third Party Software,
(2) you have paid the applicable licensing fees for the Third Party
Software, and (3) the Third Party Software does not and shall not
infringe on the intellectual property rights of any other person or
entity. - PROVISIONS SPECIFIC TO WEB,
BUSINESS AND MANAGED WORDPRESS HOSTING - Storage and Plan Limits. All Web Hosting and WordPress
Hosting plans, including the unlimited plans, are subject to a limit of
no more than 250,000 inodes per account for Linux® hosting accounts or
500,000 files and folders per account for Windows® hosting accounts, and
all plans are limited to no more than 100GB of disk storage. The plans
are also limited to no more than 1,000 tables per database and no more
than one gigabyte of storage per database. Any account or database that
exceeds these limits may be issued a network violation warning and will
be required to reduce the number of inodes, files and folders, tables or
gigabytes (as the case may be), or may be temporarily or permanently
suspended, in our sole discretion. All Linux hosting plans are subject to
the following limitations: no more than a) 25% of one CPU core; b) 512MB
of RAM; c) 100 website connections; d) 100 active processes; e) 1 MB/s
disk IO. In the event these limitations are exceeded, your site may slow
down or not be served until more resources are added. More resources may
be added for additional fees.
WordPress Hosting may only be used to host a WordPress website. Only a
single WordPress installation is allowed per website. Any WordPress
hosting account found to be hosting a non-WordPress website may be issued
a network violation warning and will be required to remove the
non-WordPress website, or may be temporarily or permanently suspended, in
our sole discretion. Additionally, you may be required to purchase an
appropriate hosting plan in order to host the non-WordPress site should
you wish to continue hosting the non-WordPress site on our network.
Free Trial hosting credits are subject the following limitations: no more
than a) 25% of one CPU core; b) 256MB of RAM; c) 10 website connections;
d) 100 active processes; e) .5 MB/s disk IO; f) 50,000 inodes; g) 1 GB
diskspace; h) 10 GB monthly bandwidth. In the event these limitations are
exceeded, your site may slow down or not be served until more resources
are added. More resources may be added by upgrading to a paid plan.
You acknowledge and agree that inbound UDP is not supported in shared
hosting environments. - Website Metrics. As part of the Service, and
for continued improvement, you are opted into Real User Metrics (RUM) and
Google Core Web Vitals (CWV). This allows us to identify internal
bottlenecks and optimization opportunities by inserting a small snippet
of JavaScript code into customer websites. The snippet of JavaScript code
allows us to measure and track the performance of your website and
collects information such as connection time and page load time. We don't
collect any user information with RUM. The data we collect allows us to
improve our systems, optimize DNS resolution, improve network routing and
server configurations. - Website/Server Content. Your website may not include
any of the following content: (1) image hosting scripts that allow an
anonymous user to upload an image for display on another website (similar
to Photobucket or Tinypic); (2) banner ad services for display on other
websites or devices (commercial banner ad rotation); (3) file dump/mirror
scripts that allow an anonymous user to upload a file for other to
download (similar to rapidshare); (4) commercial audio streaming (more
than one or two streams); (5) push button mail scripts that allow the
user to specify recipient email addresses; (6) anonymous or bulk SMS
gateways; (7) backups of content from another computer or website; (8)
Bittorrent trackers; or (9) any script that causes a degradation in the
performance of our server or network environment. - Unlimited Disk Space/Bandwidth/Website Plans. Web Hosting and WordPress
Hosting plans are designed to host most personal, small business and
organization websites, and thus we offer unlimited bandwidth and some
plans offer unlimited disk space and websites. This means that we do not
set a limit on the amount of bandwidth, websites or disk space you may
use in the operation of your website, provided it complies with this
Service Agreement. In the event the bandwidth, number of websites or disk
space usage of your website presents a risk to the stability, performance
or uptime of our servers, data storage, networking or other
infrastructure, you may be required to upgrade to a VPS or Dedicated
Server, or we may take action to restrict the resources your website is
utilizing. - Website Accelerator Service. Our Website Accelerator
service (“Website Accelerator”) provides a content delivery
network (CDN) designed to optimize your website performance through
caching and secure distribution of static website content on a network of
nationally dispersed servers. You acknowledge and agree that your website
content will be stored throughout the United States. You acknowledge and
agree that Website Accelerator may be discontinued or suspended at any
time, and your participation is subject to eligibility, as detailed
below.
In order to be eligible for Website Accelerator, you acknowledge and
agree that you meet and will keep in compliance with the following
criteria: (1) your website must be hosted in Phoenix, AZ; (2) your domain
name and hosting must be in the same account; (3) you must have DNS with
us; (4) you must not use DNSSEC; (5) you may not have or add SSL
certificates; if you add an SSL with CDN activated, the SSL certificate
will not function; (6) you must have an Ultimate web hosting plan; and
(7) you may not change operating systems. - PROVISIONS SPECIFIC TO VPS AND
DEDICATED HOSTING
- Plesk. In the event you add
Plesk to your server, you agree to be bound by the Plesk EULA,
which is hereby incorporated by reference. - Server Access. If you purchase MS SQL or
Managed Backups, you hereby authorize us to log into your server for
purposes of installing and configuring the MS SQL or Managed Backups. - IP Addresses. You acknowledge and agree you are required to begin
using at least ninety percent (90%) of your purchased IP addresses within
thirty (30) days of assignment of such IP addresses to you. In the event
you do not begin using at least ninety percent (90%) of your assigned IP
addresses within thirty (30) days of assignment, you acknowledge and
agree that we shall have the right to reclaim any unused IP addresses. - FTP Back-Up. We offer an FTP Backup option for an extra fee. You
acknowledge and agree that purchasing FTP Backup may require additional
down time to install and maintain. You further acknowledge and agree that
in utilizing the FTP Backup option, you shall be subject to a maximum
disk space and bandwidth usage according to the plan you purchase.
Subject to the terms and conditions of this Service Agreement, we shall
use commercially reasonable efforts to provide FTP Backup services on a
twenty-four (24) hours per day, seven (7) days per week basis throughout
the term of this Service Agreement. You acknowledge and agree that from
time-to-time the FTP Backup services may be inaccessible or inoperable
for any reason, including, without limitation: (1) equipment malfunctions;
(2) periodic maintenance procedures or repairs that we may undertake from
time to time; or (3) causes beyond our control or that are not reasonably
foreseeable including, but not limited to, interruption or failure of
telecommunication or digital transmission links, hostile network attacks,
network congestion or other failures. FTP Back-up may not be available on
all hosting plans. - Configuration Add-Ons. We offer multiple
configuration options (“Configuration Add-Ons”) for an extra fee.
The specific Configuration Add-Ons available depend on which hosting
package you purchase, but may include a control panel, database, external
firewall or RAID. You acknowledge and agree that installing a
Configuration Add-On will use some of your available storage, may require
additional provisioning time, will require us to install Third Party
Software (defined below), third party hardware or internally developed
custom software to your server, and, in some cases, may limit the versions
of Third Party Software available for use with your server. Third Party
Software, third party hardware and internally developed customer software
will be supported by us. If you wish to cancel RAID, you will be required
to cancel your server and purchase a new one. - cPanel. In the event you add
cPanel to your server, you agree to be bound by the cPanel
EULA, which is hereby incorporated by reference. - cPanel Fair Usage Policy: This policy is a guide to
understand the intended uses of our Services, and to prevent
exploitation and abuse of the unlimited features offered in our plans.
VPS and dedicated hosting with cPanel offers unlimited number of
accounts. Although we do not wish to set a specific limit, as a
guideline, a threshold of 100 accounts will be considered normal,
reasonable use. We evaluate your usage in comparison to typical levels
of usage engaged in by other users. In the event that you exceed this
threshold, Nerdicloud’s may in its sole and absolute discretion, assess
additional usage charges for accounts in excess of the threshold or
restrict additional accounts from being created. Where possible, Nerdicloud’s
will provide a notice of your usage in excess of the normal use.
- Agreement Period
To ensure your website is up and running to the best of it's ability we offer a 90-day period which we monitor, improve and make adjustments to your website at no additional charge.
- Daily Website Maintenance Agreement
We keep your site healthy, secure, and up to date.
Our team will update your plugins, themes, WordPress core, and more as apart of our daily tasks. If any issues or errors occur, we’ll fix them for you. You’ll get a monthly reports detailing all our daily site activities.
- Daily WordPress updates
- Daily plugin updates
- Daily theme updates
- PHP updates
- Caching implementation
- Monthly reports
- Site health checks
- Database updates
- Performance optimization
- Full site security
Quick Email Maintenance
- Terminating Employee
Best Practices:
1. Contact us immediately before proceeding with terminating employee.
Our staff will change the password to access the email and remove it from employees mobile and or home device.
2. This will allow current customers continue access to your company's email without making it difficult. We can forward emails to existing employee's address for follow up.
- Create Email Forwarding
Are you looking to create a new email address without the need for a box?
Traditionally online stores create a email like service@yourdomain.com which is then emailed to your entire support staff for managed.
Email support @marketgenius.info for email forwarding setup. This normally takes 90 minutes to be completed
- Email Account Creation
Make your request by emailing support @marketgenius.info
Username ( Requested )
Password: ( Requested )
Normally these requests are completed within 90 minutes
OnlineChat Feature
- Customized Your Widget
Visit https://help.tawk.to/category/chat-widget-customization
This will help explain customizing your website widget.
- Can’t login to onlinechat
Market Genius is a partner with Tawk.to please visit their website to reset your password.
Help Support:
We believe in doing everything for our customers no more guessing and or playing around until you get it. Contact your account manager for help.