Support

24/7 support, by engineers.

People who know the hardware and the network, around the clock, every day of the year. Customers open tickets in the client area; the docs and the status page are open to everyone.

Included with every server
No chatbots
Answers in writing

How support works

From your welcome message to your first ticket.

Support tickets are reserved for accounts with an active server, so every request reaches an engineer with the right server in front of them.

1
Your server is delivered
The welcome message contains your access details and a one-time code of three groups of four characters.
2
Attach it to your account
Sign up with the email of your order, then enter the code. The server appears in your client area.
3
Open a ticket, 24/7
Choose the server, the topic and the priority. Urgent tickets for a server that is down come first.
4
Follow the thread
Engineers reply in the ticket. Add details in the same thread and mark it resolved when you are done.

Scope

Who takes care of what.

Servers are unmanaged: you get full control of the machine, and we make sure everything underneath it works.

We take care of

Hardware diagnosis and replacement within 4 hours
Network availability and DDoS protection
OS installation, reinstalls and rescue mode
IPMI and KVM console access
IP addresses, reverse DNS and private VLANs
Billing and account questions

You manage

Operating system configuration and updates
Applications, databases and services
Firewall rules and access control
Backups and data recovery
RAID rebuilds after a drive replacement
Software licenses you install

Get a faster answer

What to include in your ticket.

A complete first message saves a round trip. For network issues, an mtr report in both directions is the most useful thing you can send.

What you see, and what changed just before it started
Timestamps with time zone for errors and outages
An mtr report for latency or packet loss: mtr -rwzc 100 IP
Console output or a KVM screenshot if the server does not boot
No passwords or private keys: engineers never ask for them

FAQ

Support, answered.

How do I reach support?

Log in to the client area and open a ticket. Choose the server, the topic and the priority: an engineer answers in the ticket, around the clock, every day of the year. Tickets are available to every account with an active server.

I do not have a server yet. Can I ask a question?

Support tickets are reserved for customers with an active server. Before you order, the documentation, the guides and the pricing page answer most questions, and a quote request reaches the same engineers for anything specific to your project.

Is support included in the price?

Yes. 24/7 support by engineers is included with every server at no extra cost, for the hardware, the network and everything our platform provides.

Do you manage my operating system?

No. Servers are unmanaged: you have full root or administrator access, and you are responsible for the operating system, applications, security updates and backups. We help with installation, rescue mode and access to the KVM console.

What happens if hardware fails?

Spare parts are on site in every location, and our engineers replace a failed component within 4 hours of diagnosis under our SLA. If that commitment is missed, you receive service credits.

Why is there no support email or phone number?

Every request goes through a ticket linked to your server, so the engineer sees the configuration, the location and the history before answering. Nothing gets lost in an inbox, and you keep a written record you can share with your team.

Can you help me move from another provider?

Yes. Migration planning is free: we help you size the servers, design the setup and plan the cutover. Your team runs the migration itself, with our support.

Need a hand right now?

Open a ticket from your client area and an engineer replies in writing, day or night.

No setup fees
Unmetered traffic
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