Support tickets: get help from our team
Find your HyperDC support tickets, read what each status means and learn what to include in a ticket so our team can solve the problem on the first reply.
- Beginner
- 7 min read
- Updated
Tested on: HyperDC client area
This guide is not available in your language yet, so it is shown in English.
On this page
Our team handles support through tickets in your client area. A ticket keeps the whole conversation in one place, is linked to the service it concerns and can carry screenshots and logs. This page shows where your tickets are, what their statuses mean and what to write so that the first reply can already solve the problem.
Before you open a ticket
- Check the network status. Known incidents and planned maintenance are listed under Support › Network Status. If your problem matches one, follow the updates there. See network status and announcements.
- Search the guides. Many common problems have a step-by-step fix, for example SSH connection problems, server unreachable or website 502, 503 and 504 errors. See search the guides and help.
- Not a customer yet? Use the contact form for questions before you order.
Find your tickets
Sign in and open Support › Tickets in the left menu. The page My Support Tickets lists every ticket of your account.
- When our team has answered, a notice at the top says so, for example 1 ticket has a reply from our team. Select Show them to list only those tickets.
- Type a ticket number or a few words of the subject into Enter Ticket # or Subject to filter the list.
- The status buttons narrow the list: All statuses, then one button per status with the number of tickets in it.
- Each row shows the Subject with the ticket number below it, the Department, the Status and when the ticket was Last Updated. A New reply badge marks a reply you have not read yet.
- Select a row to open the conversation. Open Ticket at the top of the page starts a new ticket.
If you have no tickets yet, the page says No support tickets yet and offers links to the Knowledgebase, Network Status and Announcements.
What the ticket statuses mean
The status tells you whose turn it is:
| Status | Meaning |
|---|---|
| Open | Waiting for our team |
| Answered | We replied; it is your turn |
| Customer-Reply | You replied; waiting for our team |
| In Progress | Our team is working on it |
| On Hold | Waiting for a related task; we will update the ticket |
| Closed | Solved; if the problem returns, reply to reopen it or open a new ticket |
Write a message we can act on
Whether you open a new ticket or add a reply, 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 into the ticket:
Linux and macOS
mtr -rwc 50 203.0.113.10If mtr is not installed, use traceroute 203.0.113.10.
Windows
pathping 203.0.113.10For 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).
Share access safely
- Never send your client-area password, card details or other payment data in a ticket.
- Most problems can be diagnosed without your server passwords. If our team needs to log in, they ask in the ticket. Then prefer a temporary user or an SSH key you add for the occasion and remove afterwards.
- Never put passwords or keys into the ticket subject.
- Change the password or remove the key once the ticket is closed.
Guides for each step
- Open a support ticket: choose the department, fill in the form and attach files.
- Reply to and close tickets: follow the conversation, add information, close the ticket and rate our answer.
- Network status and announcements: incidents, planned maintenance and news.
- Search the guides and help: answers you can look up yourself at any time.
Troubleshooting
I cannot find Support › Tickets or Open Ticket. Make sure you are signed in. If the account owner invited your user, ask them to give you the ticket permissions under User Management. See users and contacts.
I did not get an email about my ticket. Check the spam folder and account menu › Email History. The ticket and every reply are still listed under Support › Tickets.
A ticket I am looking for is missing. Clear the search field and select All statuses. If your user can open several client accounts, a ticket appears only in the account it was opened for. See switch between accounts.
Next steps
- Start a new request: open a support ticket.
- What to expect from support: support FAQ.
- Server down right now? Server unreachable.
Frequently asked questions
Do I need an account to contact support?
To open a ticket, yes: sign in to the client area so our team can see the service you are asking about. If you do not have an account yet, use the contact form on our website.
Can I reply by email?
Yes. As the confirmation page of a new ticket says, our team replies on the ticket page and by email, and you can answer either way. Reply from the email address the ticket belongs to, so your answer joins the right ticket.
Should I send passwords in a ticket?
No. Never send your client-area password or card details. Most problems can be diagnosed without server passwords. If our team needs to log in to your server, they ask in the ticket, and a temporary user or an SSH key you remove afterwards is the safer choice.
What does the New reply badge mean?
Our team has answered and you have not opened the ticket since. Open the ticket to read the reply.
Should I open a new ticket for every message?
No. Reply on the existing ticket, so the whole history stays in one place. Open a new ticket only for a different problem or service.