StackRegent support and help

StackRegent support by ticket#

Tickets are the fastest route to an engineer when something on your server does not behave. Open one in the client area at panel.stackregent.com/client/tickets. The ticket is linked to your license, so we see which plan and which server you are asking about, and the whole conversation stays in your client area for later.

Support by ticket is included with every license and with the free trial. It covers installing, updating and using StackRegent, licensing questions and problems you believe are bugs. It does not include administering your servers for you, writing custom code or fixing third-party applications your customers host, though we will point you in the right direction when we can.

What to put in a ticket#

A good first message saves a round of questions:

• the StackRegent version (shown on Home and under Tools & Settings › Updates);
• the Windows Server version and edition, and whether it is Server Core;
• what you did, what you expected and what happened instead;
• the exact error text, and the task log if the action ran as a task;
• whether Diagnose & Repair reports anything for the area involved.

Never paste passwords into a ticket. If we need access to a server, we will ask for it in a way that keeps the credentials out of the ticket text.

How quickly we answer#

First response targets depend on the priority you choose, from 4 business hours for a critical problem (all sites on a server down, or the panel unusable) to 2 business days for general questions. The service level agreement has the full table and what is not covered.

Documentation and knowledge base#

The documentation at docs.stackregent.com is where most answers already are:

• Getting started: requirements, the install guide for each Windows Server version, getting started and updating.
• Administrator, Reseller and Customer guides: the same help that ships inside the panel, page by page, with the exact names of menus and options. Start with the administrator guide.
• Knowledge base: short how-tos and troubleshooting articles for specific problems, such as a site returning HTTP 500 under load or a license that will not check. Browse it at docs.stackregent.com/kb.
• Moving servers: the migration guide for Plesk for Windows and StackRegent-to-StackRegent moves.
• Release notes: what changed in each release, including security fixes, at docs.stackregent.com/release-notes.

Inside the panel, Diagnose & Repair checks the installation, services, IIS, mail, DNS, databases and NTFS permissions and can fix many problems in one click, and the Advisor rates the server and offers one-click fixes. Both are worth running before you open a ticket.

Developer documentation#

If you are automating StackRegent, developers.stackregent.com covers the REST API, API keys, the stackregent.exe command line, install script parameters and how to check a release signature yourself.

Community forum#

The forum at community.stackregent.com is where StackRegent administrators help each other and where the team answers questions in public. It is a good place for questions that are not urgent, for comparing notes on server setups, and for bugs you can reproduce: post the steps that trigger the problem, what you expected and what you saw, so others can confirm it. Anyone can read the forum; to post, sign in with your panel.stackregent.com client account.

Feature ideas#

Suggest a feature or vote for someone else's at community.stackregent.com/ideas. Each idea shows its status as it moves from review to release, and the most wanted ideas shape what goes into future releases. One idea per post, with the problem it solves, gets the best response.

Service status#

status.stackregent.com shows the current state of the services we run, such as the license server and update delivery. Check it first if license checks or update downloads fail on several servers at once. Your hosted websites, mail and DNS do not depend on any of these services. A licensed panel checks its license every 24 hours; if a check fails it tries again after an hour and then every six hours, and keeps working through the grace period meanwhile.

Email contacts#

Email is fine for a first question, but technical issues are easier to follow in a ticket. The contact page has a form for each kind of message, including support, quotations and migration help.

Reporting a security issue#

If you believe you have found a security vulnerability in StackRegent or on our websites, do not post it in the forum. Report it privately through the security form or to support@stackregent.com. The security page explains what to include and how we handle reports.

Orders, invoices and licenses#

Orders, renewals, invoices, quotations and license keys are in the client area at panel.stackregent.com. To move a license to a new server, ask for a reissue there. To check whether a server address has a valid license, use verify license.