Open a support ticket that gets solved fast

Our team works through support tickets in the client area. A ticket keeps the whole conversation in one place, is linked to the service it concerns and can carry attachments. This guide shows you how to open one and what to include so that the first reply can already solve the problem.

Before you open a ticket

• Check Support › Network Status. Known incidents and planned maintenance are listed there. If your problem matches one, follow the updates instead of opening a ticket.
• Search the guides. Many common problems have a step-by-step fix, for example SSH connection problems or website 502, 503 and 504 errors.
• Not a customer yet? Use the contact form for questions before you order.

Step 1: Open the ticket

1. Sign in and select Open Ticket in the menu.
2. Choose the department that fits your question, for example technical support or billing.
3. Fill in the form:
   • Subject: a short summary, such as "VPS not reachable over SSH since 14:20 UTC".
   • Related Service: choose the service the ticket is about. This shows our team its details at once.
   • Urgency: High for an outage or a security problem, Medium or Low for questions and planned changes.
   • Message: the details described below.
   • Attachments: screenshots, log excerpts or command output.
4. Select Submit Ticket.

Verify: a confirmation page shows the ticket number, and a confirmation email arrives.

Step 2: Write a message we can act on

Include:

• What happened and what you expected.
• When it started, with the time zone, and whether it is still happening.
• The exact error message, copied as text rather than retyped.
• What you already tried, so we do not ask you to do it again.
• What changed recently: updates, a new firewall rule, a DNS change, a new plugin.

For network problems, measurements from your side help most. Run one of these against your server's address and paste the output:

mtr -rwc 50 203.0.113.10

pathping 203.0.113.10

For website problems, include the response headers and the relevant log lines:

curl -I https://example.com
sudo journalctl -u nginx --since "1 hour ago"

Replace nginx with your web server's service name (apache2 on Ubuntu and Debian).

Step 3: Share access safely

Most problems can be diagnosed without your passwords. If our team needs to log in:

• Prefer a temporary user or an SSH key you add for the occasion and remove afterwards.
• Never paste passwords into the ticket subject.
• Change the password or remove the key once the ticket is closed.

Step 4: Follow and close the ticket

Replies arrive by email and appear under Support › Tickets. Ticket statuses tell you whose turn it is:

Add new information as a Reply on the same ticket. When the problem is solved, select Close.

Troubleshooting

I cannot find the Open Ticket menu. Make sure you are signed in. If your user was invited by the account owner, ask them to give you the ticket permissions under User Management.

I did not get the confirmation email. Check the spam folder and the account menu › Email History. The ticket is still listed under Support › Tickets.

My attachment was rejected. Only certain file types and sizes are allowed. Paste text output into the message instead, or compress screenshots.

Next steps

• What to expect from support: support FAQ.
• Server down right now? Server unreachable.
• Keep your account safe: two-factor authentication.