Managed vs unmanaged control panel at UnderHost
Understand what UnderHost support covers for control panel tasks on shared hosting, managed VPS, and unmanaged VPS plans. Avoid surprises when opening a ticket.
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Shared hosting (cPanel or DirectAdmin)
On shared hosting, UnderHost manages the server, the control panel software, and the underlying stack (Apache/Nginx, PHP, MySQL). You manage your own account within the panel.
| Task | Who handles it |
|---|---|
| Server software updates (cPanel, PHP, Apache) | UnderHost |
| Control panel availability and uptime | UnderHost |
| Creating email accounts, databases, FTP users | You (via control panel) |
| File uploads and website management | You (via File Manager or FTP) |
| SSL certificate issuance via AutoSSL | Automatic (UnderHost systems) |
| cPanel password reset | You (via CustomerPanel) or UnderHost support |
| Account suspension due to resource overuse | UnderHost (with notification) |
| WordPress installation assistance | You (via Softaculous); support can advise |
Managed VPS (CloudPanel, aaPanel, or cPanel)
Managed VPS plans include server-level support as part of the service. The extent of what is covered depends on the specific managed plan. Generally, managed VPS support includes:
- Control panel installation and initial setup
- Server software updates and security patches
- Monitoring and response to server-level outages
- Assistance with control panel configuration issues that require root access
- Firewall configuration help (within scope of the managed plan)
Account-level tasks (creating sites, uploading files, configuring applications) remain your responsibility unless you have a full server management add-on.
Unmanaged VPS
Unmanaged VPS plans give you a clean server with root access. No control panel is pre-configured. You are responsible for:
- Installing and configuring any control panel (CloudPanel, aaPanel, cPanel, etc.)
- All server software installation, updates, and security
- Firewall configuration and SSH hardening
- Website, database, PHP, and application setup
- Diagnosing and fixing server-level errors
UnderHost support for unmanaged VPS is limited to:
- Network and hardware issues (server not reachable, hardware fault)
- KVM/IPMI console access for locked-out servers
- VPS reboots and reinstalls from CustomerPanel
If you have an unmanaged VPS but need server-level assistance, UnderHost offers paid server management add-ons. Ask the support team for current options if you need help beyond the self-managed scope.
What support covers for control panel tasks
| Task | Shared | Managed VPS | Unmanaged VPS |
|---|---|---|---|
| Control panel login issues | ✅ | ✅ | Limited |
| Password reset | ✅ | ✅ | ✅ (self-service or ticket) |
| SSL not issuing | ✅ | ✅ | ❌ (self-managed) |
| Panel software update | ✅ Automatic | ✅ | ❌ |
| Site configuration help | Advice only | Varies by plan | ❌ |
| Database/PHP troubleshooting | Advice only | Varies by plan | ❌ |
Tips for control panel support tickets
- Always specify your plan type (shared cPanel, managed VPS, etc.) so the team responds correctly
- Include the specific error message or screenshot if the panel is showing an error
- For VPS control panel issues, include your server IP and the panel URL you are trying to reach
- Do not include your password in any ticket-the team will never ask for it
- For urgent issues (complete server outage), use the high priority ticket option
Need managed or unmanaged hosting?
Choose from UnderHost managed VPS or unmanaged servers based on your support needs.
