Every Neo Genesis WEB customer has access to our Knowledge base support. You can reach us also by chat, phone, email, or support request. Providing you with world-class support for your hosting account.


We promise:

  • A friendly, helpful support experience every time
  • Quick answers to chats, support requests, emails and calls
  • Extensive self-help resources like our Knowledge base.
  • Timely, informative updates on maintenance, system incidents, and any occasional service interruption
  • An open ear and serious attention to all your feedback, both good and bad

Extraordinarily good customer support is probably why you choose to host with Neo Genesis WEB in the first place. And, we can’t thank you enough for making that choice. We take great pride in the passion, professionalism, and personality our team shares with you when you need support.

As we add new features and services for you, and as you add new third-party applications and software, it’s important that we let you know what’s included in our hosting product support and what’s not. This Statement of Support is not intended as, and does not constitute, a binding agreement by either You or Neo Genesis WEB and is merely intended to specify some of the proposed guidelines of Neo Genesis WEB support levels on products we sell. This Statement of Support is subject to change at any time at the sole discretion of Neo Genesis WEB without notice to You. Some of the products and services listed below may not be available in all markets. As always, if you have questions or need support you can call, chat, or write and we will be there to help 24 hours a day, seven days a week, 365 days a year.


Here’s a breakdown of what’s supported and what’s not Supported Not supported
Client Area and its tools and features
Accessibility of control panel (cPanel®)
Function of control panel (cPanel®) features
Grid FTP and SSH server performance and uptime
Network performance and uptime
Hosting hardware installed in our data centers
Foundational software presences updates and functionality
Security updates and patches on the (gs) Grid-Service
Community updates
MySQL container access and functionality
Control panel (cPanel®) assistance and guidance
Any client, script, application or content installed by Customer
Control panel (cPanel®) plugins & add-ons  

Applications in the cPanel® Application Catalog  

Third party SSL certificates  

Internet training  

SEO settings  

Custom DNS zone files  

Any third party services  

Any root level server customizations  

Email client configuration  

FTP client configuration  

Content and data backups  

Third party domain registrations  

Private name servers  

Cross browser compatibility  

Hacks due to Customer controlled vectors  

Website Maintenance Services

Need even more help? Our certified, in-house Neo Tech Team optimize servers, install your web apps, secure your sites, and more. You can get Website Maintenance Services On-Demand, or set up a subscription.