Phone: +49 30 4373 3797

Frequently Asked Questions

Answers to almost any question you can think of

Frequently Asked Questions


Getting started

Q: How to start a managed plan?

Select your managed service plan depending on your shop size and service you need. 
If you are not sure which plan is the right one for you, please do not hesitate to contact us. 

Our experienced system engineers are happy to assist you to find the right plan.

Q: How will the setup process work?

After selecting a plan you will get an e-mail with a link to a form. There, you just need to fill in some information necessary for the installation. We take care of the rest.


Our service is a full service:

Your time is valuable. You should focus on the stuff you like to do. 
We do the server installation and configuration as well as migration.

Q: How to make the final switch?

After the server installation is done, you will get a link where you can test your shop (e.g. http://www1.yourdomain.com). If everything is fine by you, you can tell us the date when we should make the switch to your new server.
The Migration Process

  • We put a maintenance site on your shop
  • We dump and import your latest database
  • DNS switch (Takes 15-30 minutes)

Billing

Q: Which payment methods do you offer for the managed hosting?

As payment method for the managed hosting stack we only offer payment by Credit Card.

Q: Can I pay the monthly subscriptions in a combined sum once a year?

Of course. Please send us an email to contact[at]mgt-commerce.com in this case.

Q: Do I get the AWS and MGT bill in one invoice?

No. AWS will invoice you directly. Thus you will get one from us and one from AWS.

Q: Do I need to pay German VAT (MwSt.)?

If you have a valid EU VAT ID you can purchase without paying VAT. If you reside in a non EU country, you do not need to pay VAT. Only German customers or EU customers without EU VAT ID have to pay the VAT.

Q: How do I know that I have entered my VAT ID correctly?

If you have entered your EU VAT ID correctly in the last step in checkout, the VAT will be removed from the summary. Please note, that in rare cases the EU VAT ID server for validation can be unavailable. If you are not sure about your VAT status, please contact us before you place your order!

Q: I have forgotten to enter my EU VAT ID. Can you pay my VAT back?

We are sorry, but this is not allowed by German and EU tax/vat law. Please get in touch with us in this case.

Q: Do I automatically get a monthly invoice?

You will receive the invoice automatically when we charge your credit card once a month. If by any chance you did not receive your invoice, you can always download it from your account at mgt-commerce.com.

Q: My credit card was rejected by (3D-Secure), what to do now?

Please contact your credit card provider. One explanation might be that your card has been blocked automatically for payment in a different currency than it was issued in.

AWS

Q: Do you offer cpanel, plesk or some similar panel?

Yes, we have developed our own CloudPanel which comes with the following features

- Domain Management - Create a domain, subdomain or alias in no time
- NGINX Vhost Editor - Changes on NGINX vhost made easy with our vhost editor
- Scheduled Scaling - Easily scale up your server instance prior to a marketing campaign
- Change Server Size - Change the server size to a smaller or bigger one with a single click
- Logs Viewer - Error messages becomes visible in our web-based UI
- Database Management - Create and manage your databases with phpMyAdmin
- Database Backup / Restore - Create, download or restore a database dump with a single click
- FTP / SSH User Management - Easy FTP and SSH User Management
- Cron Job Management - Create and manage scheduled tasks
- DNS Management - Full featured DNS management allows you to easily manage your domains

Q: Which data center is the right one for me?

We recommend to take a data center nearest to your customers for improved latency.
Example: If you targeting the UK market, you should choose Ireland as nearest data center.

Q: Why do you recommend to change my name server to AWS Route 53?

Because DNS is very important for performance and reliability.

Q: Do I need an additional support plan by AWS?

An additional support plan by AWS is not needed since your AWS instance is managed by us.

Technical

Q: How can I monitor my server? Where can I find information such as cpu and memory load etc.?

You can find full server monitoring directly in your AWS account. Please login there, select your AWS instance and click on „Monitoring“.

Q: Can phpMyAdmin be used for managing the database?

In our CloudPanel we have integrated phpMyAdmin.

Q: Do you provide FTP access to my AWS instance?

Yes, FTP and SFTP / SSH Users can be created in CloudPanel.

Q: Do you provide SSH access?

Yes, you get an SSH access. You will have full access to the server. Only the system configuration cannot be changed.

Q: Do you provide a root access for mysql?

Yes of course, as with all information, you will receive it when setup is complete.

Q: Is git installed on the server?

Git comes out of the box.

Q: How do you migrate my WordPress?

For WordPress we use an separate instance. This is necessary to maintain our high level of security.

Support

Q: What is included in your support?

We cover all server related issues.

Q: Does your support include Magento updates?

No, we do not offer any update services for Magento.

Q: Do you offer a installation service for third party extensions?

Please accept our apologies that we cannot offer installation service for any third party extension. Please contact the third party extension developer in this case.

Q: Do you offer 24/7 support?

Yes of course. But this will hardly be necessary as with our monitoring we are able to detect issues way before they turn critical.

Q: Can I request support via phone or Skype?

This is not possible. Please send an e-mail to support@mgt-commerce.com or log into you customer account to create a new support ticket.
Please include as many details as possible so that we can pinpoint the problem as quickly as possible.
When choosing your setup, please select the managed plan suitable for your requirements regarding response time.



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