Statement of Support

What Togglebox support covers on Cloud VPS and App Hosting, what stays with your team, and how to route a request.

In-House Engineers

Every support engineer is a Togglebox employee, not an outsourced contractor.

24/7 Coverage

Live chat and tickets are staffed around the clock, including weekends and holidays.

Clear Boundary

On App Hosting we provide the runtime; on Cloud VPS you own the OS. Application code is always yours.

Priority Escalation

Complex or high-impact issues move straight to a senior engineer.

Who Owns What

The support boundary sits in a different place on each product. App Hosting hands Togglebox the runtime and everything below it; Cloud VPS hands you the operating system and everything above it. Each layer links to its item-by-item detail below.

Who owns each layer of the stack, by product.
Layer App Hosting Cloud VPS
Application code You You
Runtime and deploys Togglebox You
Operating system Togglebox (container base images) You
Control panel standard features Not applicable Togglebox, for licenses bought through us
Hardware, network, power Togglebox Togglebox

Included Support Scope

These are the infrastructure and platform layers Togglebox owns and supports end-to-end, included with every service at no extra charge.

Quick-assist items

Up to 15 minutes of hands-on help per request, on either product. Beyond the layers we own, support engineers help with common issues in common software: database problems, application errors, or configuration questions in widely used stacks. Typical requests include CMS installation, MySQL tuning, PHP tuning, and App Hosting environment or deploy configuration. This is reactive help when you bring us an issue; for proactive coverage, see Managed Support.

Every product

  • Togglebox client area availability and features.
  • Togglebox network performance and uptime.
  • Togglebox host hardware performance and uptime.
  • Standard uptime monitoring at 5-minute intervals.
  • DNS zones using Togglebox nameservers.
  • Account management and routing of support requests.

Cloud VPS

  • Togglebox cloud backend portal (OpenNebula) availability and features.
  • Virtual server creation and resource scaling.
  • Standard cPanel®/WHM control panel features (item-by-item detail).
  • Standard DirectAdmin control panel features.
  • Base installation of OS templates in the “Popular” category.

App Hosting

  • Platform dashboard availability and features.
  • Managed runtime and container base images, with updates applied on redeploy.
  • Deploy pipeline availability (Git and dashboard deploys).
  • Autoscaling engine and load balancer provisioning.
  • Automatic Let’s Encrypt SSL issuance and renewal.
  • The 14-daily-backup system and platform-level restores.
  • Platform-level container firewall controls.

Beyond the included scope, Togglebox engineers take on these as paid managed services or add-ons. Ask sales or support for current pricing.

Backups and disaster recovery

Monitoring

  • Proactive uptime monitoring.
  • Proactive resource monitoring.

Security and networking

Control panel extras (best-effort)

  • cPanel®/WHM control panel plugins and add-ons.
  • Applications in the cPanel® application catalog.

Need ongoing, tailored coverage instead of one-off services? Managed Support bundles monitoring, patching, upgrades, and security work around what your team wants offloaded.

Limited or Customer-Managed Scope

The application layer and workflows that run on top of the platform stay with your team. Stuck at the boundary? Ask anyway — we’ll point you in the right direction.

Your applications and content (every product)

  • Any client, script, application, or content you install (e.g., a plugin conflict or a slow query).
  • Diagnosing, maintaining, or fixing website or application code.
  • Business logic, release workflows, and data-model decisions.
  • Cross-browser compatibility and SEO settings.
  • Compromises that enter through customer-controlled vectors.
  • Standard content and data backups on Cloud VPS (managed backups are available as a paid add-on; App Hosting includes 14 daily backups).

App Hosting environments

  • Your application code and its dependencies.
  • Pre- and post-deploy hook content.
  • Application configuration and secrets.
  • Code compatibility with runtime updates.
  • Triggering container redeploys that apply OS-level updates (Managed Support subscribers can have us run these).
  • DNS records for custom domains.
  • Application-level data export discipline.

Control panels beyond the standard features (Cloud VPS)

  • cPanel®/WHM training.
  • DirectAdmin plugins and add-ons.
  • DirectAdmin training.

Third-party services and client software

  • Third-party SSL certificates and third-party domain registrations.
  • Any third-party services.
  • Email and FTP client configuration.
  • Applications on any computer outside the Togglebox infrastructure.
  • Training on internet fundamentals such as DNS, email, and the web — though we’ll gladly point you to good resources.

Custom server, security, and network work (Cloud VPS)

  • Root-level server customizations.
  • Custom DNS zone files and private name servers.
  • Custom security controls and compliance work not listed in your service agreement.
  • Networks and systems outside of Togglebox.

Service-Level Detail

How the scope above applies to each product, item by item.

Cloud hosting, by product

Coverage by area for App Hosting and Cloud VPS services.
Area App Hosting Cloud VPS
Hardware Supported — Togglebox monitors and manages all physical host hardware in our data centers. Supported — same hardware coverage on every product.
Network Supported — Togglebox monitors and maintains the health of the Togglebox network. Networks outside our data centers are not covered. Supported — same network coverage on every product.
Base OS installation Not applicable — there is no customer-facing OS; Togglebox runs the container base images. Supported — base installation of any OS template in the “Popular” category of our template library.
OS updates Supported — OS-level updates ship in the container images and apply when you redeploy. Managed Support subscribers can have us run the redeploy. Not supported — Togglebox updates a client server’s operating system only on specific request, and is not responsible for issues a requested upgrade causes.
Runtime and container updates Supported — Togglebox maintains the managed runtime versions and container base images. Code compatibility with a new runtime stays with your team. Not supported — runtimes are software on your server, and you own server software.
Reboots and restarts Supported — restart environments and nodes yourself from the platform dashboard, or ask support. Supported — Togglebox will power on, power off, or reboot servers on request. Support may require a ticket to confirm the request comes from an authorized agent of the account.
Server configuration and maintenance Not applicable — there is no server to configure; environment topology is managed in the dashboard. Not supported — configuration and maintenance of the server, and of any software on it, stay with you regardless of the software’s source.
SSL certificates Supported — Let’s Encrypt certificates issue and renew automatically. DNS records for custom domains stay with you. Not supported — you install and renew certificates on your server (SSL certificates are available as an add-on).
Backups Supported — 14 daily backups are included, with platform-level restores. Not supported by default — content and data backups stay with you; managed backups are available as a paid add-on.
Scaling Supported — the autoscaling engine adjusts resources within the limits you set. Supported — resize CPU, RAM, and storage from the cloud portal; we support the portal and the resize operation.
Website and application code Not supported — Togglebox does not support code. Refer coding issues to the developers of the code. Not supported — same boundary on every product.
Internet training Not supported — support assumes working familiarity with fundamentals such as DNS, email, and the web, though we’ll gladly point you to good learning resources. Not supported — same expectation on every product.

cPanel®/WHM and DirectAdmin

Applies to Cloud VPS control panel licenses bought through Togglebox.

Coverage for control panel licenses bought through Togglebox.
Area Coverage Detail
Installation Supported Togglebox builds the virtual server and installs the operating system and control panel software for licenses bought through Togglebox.
Updates Supported cPanel and DirectAdmin maintain their own auto-update features. We support any issues with auto-updates.
Configuration Supported Configuration support covers basic components: Apache, PHP, MySQL, mail servers, and similar.
Users, accounts, subdomains, and mailboxes Supported Configuration support is limited to the first instance of each on a server.
Third-party add-ons, plugins, and modules Not supported Installation, configuration, maintenance, and diagnostics of anything not included in the default control panel purchased through Togglebox.
Bulk operations Not supported Mass creation of users, accounts, or subdomains is not supported, but we’ll provide best-effort instructions for how to do it yourself.

How to Get the Right Help Fast

Support is staffed in-house 24/7/365, so pick the channel that fits how fast you need an answer. Complex or high-impact issues move to a senior engineer at any hour; anything that threatens infrastructure stability escalates to engineering management.

  • Live chat — the fastest triage path; you reach a Togglebox engineer directly. Start a chat.
  • Support tickets — watched 24/7 and escalated by priority; the right channel for detailed or account-specific issues. Open the Support Center.
  • Phone — 866-663-4759, 9 AM–5 PM US Eastern, for quotes and architecture questions.
  • Not sure? Send the Contact us form with what you need — sales, support, billing, or architecture — and we route it to the right team.

This statement is a set of support guidelines, not a binding agreement, and Togglebox (TekTonic, LLC) may change it at any time without notice. Your contractual terms live in the Terms of Service; see also the Acceptable Use Policy.

Common Questions

What does Togglebox support include?

Togglebox support covers the layers we own. On App Hosting that means the platform dashboard, managed runtimes, the deploy pipeline, SSL automation, and the 14 daily backups. On Cloud VPS it means the hardware, network, cloud portal, and standard control panel features, while you own the operating system and everything on it. On both products, application code stays with your team, but support engineers give up to 15 minutes of hands-on quick-assist per request for common issues in common software. The scope lists above show the full split.

How does support differ between App Hosting and Cloud VPS?

The boundary sits at the operating system. On App Hosting there is no OS to manage: Togglebox maintains the runtime and container images, and OS-level updates apply when you redeploy. On Cloud VPS you have root access, so server configuration, maintenance, and OS updates are yours. Hardware, network, and platform support are identical on both.

How are escalations handled?

Start with live chat for fast triage. Support is staffed in-house 24/7/365, so complex or high-impact issues move to a senior engineer at any hour. If the issue affects infrastructure stability or requires coordinated action, it escalates to engineering management.

What are the terms of service and policies for my account?

Your account is governed by our Terms of Service, Acceptable Use Policy, and Privacy Policy. These documents define acceptable use, billing terms, data handling, and service commitments.

Need Scope Confirmation for a Project?

Share your stack and requirements. We’ll confirm what Togglebox covers and what stays with your team.

Contact support Review terms
Related: Managed Support Acceptable Use Policy

Settle scope before launch, and incidents and onboarding move faster.