Help / Support tickets
Getting help
Where to look first, how to open a ticket that gets answered quickly, and how the conversation works after that.
Start in the console
Help & first step, at the foot of the sidebar, is the place to begin:
- A search over these docs, and answers to the questions people ask most, such as being locked out of a machine, restoring a snapshot, narrowing port 22.
- Whether the platform is healthy right now, and the last incident. See platform status.
- Your tickets: how many are open, how many are waiting on you, and how many closed in the last 30 days.
Open a ticket
A ticket reaches a person. It is the best route for anything involving logs or a particular virtual machine.
- On Help & first step, press Open a ticket.
- Under What is happening:
- Subject: a line that says what is wrong, like "web-03 not answering on 443 since 14:00".
- Related resource: the virtual machine it is about, if there is one. Attaching it lets us look without asking you for IDs.
- Description: what you expected, what happened instead, and what you have already tried.
- Under How urgent, pick one:
| Urgency | Use it when |
|---|---|
| Production down | Customers cannot reach something that was working |
| Degraded | It works, but slowly, flakily, or partly |
| Question | You want to understand something before you do it |
- Press Send ticket.
Choose urgency honestly. There is no penalty for picking the wrong one and no queue to game: a question marked production-down still gets answered, we just wake someone up first.
What we see
The ticket carries the machine you attached, with its size, and your role in the organization. We never take anything from inside your machine: no files, no logs from its disk, no environment variables. If we need those, we ask, and you decide.
The conversation
Open a ticket from Help & first step → Your tickets, or Tickets. Each shows where it stands:
| Status | Meaning |
|---|---|
| With us | It is our turn to reply |
| We replied | Support has answered, and it is waiting on you |
| Closed | Finished |
Write in the reply box at the bottom of the conversation to answer. The page picks up our replies as they arrive.
Close a ticket
When the fix holds, press Close ticket. A closed ticket stays readable for good, but cannot take replies or be reopened. If the problem comes back, open a new one and mention the old one.
Can't sign in?
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