Support
Tickets go directly to engineers. No outsourced first-line, no chat-bot triage.
How to reach us
- Customer portal — ticket system. The primary channel. Open a ticket from your portal account; replies come by email and stay in the ticket thread.
- Knowledgebase. Common questions with documented answers. Browse before opening a ticket — for routine setup tasks the KB is usually faster.
- Service announcements. Planned maintenance and infrastructure changes are posted to News.
What you can do without a ticket
The customer portal handles most day-to-day operations directly:
- Power actions (start, stop, reboot)
- Snapshot create, rollback, delete
- OS reload to a different distribution
- Rescue mode (boot from SystemRescue ISO)
- Browser console
- Reverse DNS for IPv4 addresses
- Hostname and root password changes
- Plan / resource changes via the billing flow
If you find yourself opening tickets for something on this list, let us know — there's probably either a portal button you missed or a button we should add.
Response times
We're a small team. Realistic expectations:
- Routine tickets (billing, account, "how do I…?") — typically within a business day, often the same day.
- Service issues (VPS down, can't reach console, infrastructure problem) — prioritized; we'll acknowledge quickly and keep you posted through resolution.
- After-hours emergencies — covered, but response is slower than business hours. Use the ticket system; we monitor.
We don't publish a "1-hour response SLA" because we're honest about not being able to guarantee it every time. We aim for fast, but "fast" is best-effort, not contractual.