InterWorx Support FAQ

InterWorx will officially support our direct client’s issues with the InterWorx software and with the ancillary RPM‘s which we provide (run rpm -qa | grep iworx for a list). Direct clients are those who purchased their license directly from the InterWorx website. Your license must be in good standing and support contract current to receive support.

Problems with the RPMs we provide MAY NOT ALWAYS BE COVERED by general support. Many issues arising on a dedicated server are the job of the server system administrator and while RPMs we provide may be an accessory to an issue, this alone does not warrant support (e.g. a SPAM bot is installed through an old phpBB on a server. Our RPMs are accessory to sending the e-mails but we are in no way responsible for fixing the issue).

IN SOME CASES, we will also provide support to clients of our Reseller Partners, but this is at our sole discretion, and we do expect clients to seek support primarily from their vendor.

AT OUR SOLE DISCRETION, we may assist clients with other minor issues related to InterWorx-CP, but these are generally billable at our normal hourly rate and we will work with each client individually on quoting and payment terms.

This statement refers to direct support through our support ticket system. Our support forums are available to ALL CLIENTS for peer to peer support.

Your first line of support is whomever sold you the InterWorx license. If you bought it from this website you may open a support ticket on this website. If it came preinstalled on your server, you will need to contact your DC/Server provider for support. If they are unable to resolve the issue THEY will contact us for additional assistance.

Our only official avenue of support is the support ticket system. We do not offer telephone, live support, or instant messenger support.

No. An InterWorx staffer is generally online monitoring the support system most of the day and into the early hours of the night (North American time) but this is not guaranteed. We do not offer 24hr support, nor do we guarantee our response time.

That being said, our average response time to a trouble ticket is less than 12 hours -- most in much less time -- and we almost always respond in under one business day. We support InterWorx, not everything on the server and a problem with InterWorx will very rarely take down the users website/email.

• A direct client is someone who bought their InterWorx license though this website. Direct clients seek support for InterWorx through this website.
• An indirect client is someone who bought their license through one of our reseller partners or who got it preinstalled on their server by their data center. Indirect clients seek support through the reseller who sold them the server.

Yes, in most cases you need to be a direct client to take advantage of our direct support services by opening a support ticket. However, an an InterWorx staffer may invite you to open a ticket if an issue comes up in the forums which we would need direct access to your box to diagnose. This could become a billable issue, but our staff will always let you know in advance of doing any billable work.

No, any InterWorx client may use the support forums.

No, the beauty of our forums is that we have many experienced webmasters and system administrators who read and post to the forums helping each other out and answering questions from new users. We do monitor all forum posts and threads, but if a post has already been satisfactorily responded to in the forums, we may not respond to it ourselves. If you specifically request a response from and InterWorx staffer, we will, of course, provide one.

Please post bug reports and feature requests to the forums in the appropriate sections or send to bugs@interworx.com. If the issue is urgent you may open a support ticket.

If you are a direct client with an active license and support contract, and your issue directly relates to InterWorx itself, it will normally not be billable. In most cases issues submitted by non direct clients will be billable unless it is a “quick fix.”

Should we deem something to be billable, we will contact you through the support desk to ask for authorization to proceed. Under no circumstances will we perform billable work without receiving client authorization first. We do not charge to “take a look.”

This type of question graphically demonstrates the need for good backups of not only the SiteWorx accounts but of your key system files as well. In extreme cases we will assist with this type of thing BUT it WILL be a billable expense at our normal hourly rate.

Should we deem a particular repair to be billable and you agree to the charges, an invoice will be generated in my.interworx.com which is payable via PayPal or credit card. We will never conduct billable work without prior authorization.