Support FAQ: how to get help from HyperDC
How to reach HyperDC support, what to include in a ticket, where to check outages, what support covers on self-managed servers and how to share access safely.
- Beginner
- 5 min read
- Updated
Tested on: HyperDC client area
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On this page
- Getting help
- How do I contact support?
- I do not have an account yet.
- What should my ticket include?
- How do I mark something as urgent?
- Before you open a ticket
- Where can I see known outages?
- Is there documentation for common tasks?
- Scope of support
- Do you manage my server's software?
- What about web hosting?
- Security and privacy
- Should I send passwords in a ticket?
- How do you verify that a request comes from me?
- How do I report abuse?
- Next steps
Short answers about getting help. The step-by-step guide to tickets is support tickets.
Getting help
How do I contact support?
Sign in to the client area and choose Open Ticket. A ticket is linked to the service it concerns, so our team sees the details at once. Replies arrive by email and under Support › Tickets.
I do not have an account yet.
Use the contact form for questions before you order.
What should my ticket include?
- The service, chosen under Related Service.
- What happened, what you expected, and when it started (with time zone).
- The exact error message, copied as text.
- What you already tried and what changed recently.
- For network problems:
mtrorpathpingoutput from your computer.
How do I mark something as urgent?
Choose Urgency: High for outages and security problems. Use one ticket per problem and add new information as a reply on the same ticket.
Before you open a ticket
Where can I see known outages?
Under Support › Network Status in the client area. Known incidents and planned maintenance are listed there with updates.
Is there documentation for common tasks?
Yes, these guides. Popular starting points: SSH connection problems, server unreachable, website 502, 503 and 504 errors and email deliverability.
Scope of support
Do you manage my server's software?
VPS, VDS and dedicated servers are self-managed: you install, configure and secure the operating system and your applications. We are responsible for the platform, the network and the hardware, and our team helps with questions about your service, such as access, network problems, reinstalls and reverse DNS.
What about web hosting?
On hosting plans we run and maintain the server and its software; you manage your sites, email and databases in the control panel.
Security and privacy
Should I send passwords in a ticket?
Only if our team asks for access to solve a problem. Prefer a temporary user or an SSH key that you remove afterwards, and change the password once the ticket is closed. Never put passwords in the ticket subject.
How do you verify that a request comes from me?
Requests from the client area come from your signed-in account. Protect it with two-factor authentication and give each colleague their own user.
How do I report abuse?
Email [email protected] with the website or server address, what you observed and when. See the abuse FAQ.
Next steps
- Open a ticket the right way: support tickets.
- Billing questions: billing FAQ.
Frequently asked questions
How do I contact support?
Sign in to the client area and open a support ticket, so our team can see the service you are asking about. You can follow every reply on the ticket page and by email.
Can I contact you before I have an account?
Yes. Use the contact form on our website for questions before you order; you do not need an account.
What should I include in a ticket?
The service, what happened and when (with time zone), the exact error message, what you already tried and what changed recently. Screenshots and command output help.
Do you manage the software on my server?
VPS, VDS and dedicated servers are self-managed: you administer the operating system and your applications. We are responsible for the platform, the network and the hardware, and our team helps with questions about your service.
How do I report abuse?
Email the details to [email protected], including the address of the website or server, what you observed and when.