FAQ
Find answers to common questions about using SHM.
Where to find it: Documentation > Hosting Manager > FAQ.
Available to: Anyone reading the public documentation. The related SHM action still follows the role stated on its page.
Before you start
Examples use placeholder accounts, domains, addresses, and credentials. Replace them deliberately, and never paste passwords, API keys, tokens, or private keys into tickets or shared notes.
Why use it — and when not to
Use FAQ to understand or plan the supported workflow. Do not treat an example as authorization or as proof of the current state on a particular SHM server.
| Question | Answer |
|---|---|
| What is Synconix Hosting Manager? | SHM is a secure hosting control platform for on-premise providers, resellers, and customers. It combines account account creation, resource limits, web, DNS, mail, databases, files, backups, security, monitoring, API automation, and AI-assisted support. |
| Who should use root access? | Use root for provider-level administration: services, security, packages, reseller capacity, all-account support, backups, license/version work, and emergency recovery. Use narrower roles for daily customer tasks. |
| What is the difference between root, reseller, and account user? | Root manages the platform, resellers manage delegated customer accounts, and account users manage their own hosting environment. SHM separates these scopes so users do not accidentally operate outside their responsibility. |
| How does SHM protect multi-tenant hosting? | SHM uses role scoping, account ownership checks, package/available tools, resource limits, shell controls including NoLogin/JailShell options, security pages, firewall/ModSecurity/antivirus visibility, logs, and API governance. |
| Why are packages important? | Packages convert a commercial plan into technical policy: disk, inodes, CPU, RAM, processes, I/O, IOPS, mail rate, domains, databases, FTP, shell access, and available features. They keep accounts consistent and easier to support. |
| Can I change limits after an account exists? | Yes, through List Accounts or package workflows where supported. Review whether the change affects only one account or many accounts, then verify resource usage and customer access after saving. |
| What does JailShell mean for customers? | JailShell provides restricted command-line access inside a controlled environment. It is safer than normal shell access when customers need command-line tools but should not receive broad server visibility. |
| When should I suspend an account? | Suspend accounts for billing, abuse, policy, security, or customer-requested hold situations. Confirm owner, domain, reason, and support policy before suspending. |
| When should I delete an account? | Delete only after confirming customer approval, retention requirements, backups, and downstream dependencies. Deletion is high impact because customer data may be removed. |
| Which database engine should customers use? | Customers should use the engine required by their application. SHM documents both MySQL/MariaDB and PostgreSQL workflows where enabled, including databases, users, admin tools, processes, and backups. |
| Can customers open phpMyAdmin or pgAdmin? | Where enabled and allowed by the account/package, SHM can provide browser-based database administration for the account scope. Access should be treated as sensitive and tied to least privilege. |
| How should API integrations authenticate? | Use the documented customer API with X-Api-User and X-Api-Key headers, JSON bodies where required, scoped roles, source IP restrictions, and key rotation. Never share real keys in tickets or examples. |
| Why are some API routes not documented? | The public API page intentionally documents customer-facing integration endpoints only. Private AI runtime routes, messaging-channel workers, and internal panel helper routes are implementation details and are not stable customer contracts. |
| Can AI Assistant fix everything automatically? | No. AI Assistant helps diagnose, explain, and guide repair work inside the current role/account context. Users should verify recommendations and perform changes through the correct SHM page. |
| What should I check before restoring a backup? | Confirm the restore point, target account, backup type, expected replacement behavior, customer approval, and current data risk. After restore, verify files/databases/mail/application behavior. |
| How should support handle customer secrets? | Do not request or publish real passwords, API keys, tokens, private keys, database credentials, or license tokens. Use placeholders in documentation and sanitize evidence before escalation. |
How to use it
- Find the question that matches your situation.
- Use the linked guide if you need step-by-step instructions.
- Contact your provider with the relevant error or account details if you still need help.
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