Docs / Support
How our support works
Channels, response priorities, and what to include in a ticket to get the fastest answer.
Channels
Live chat is the fastest way to reach us — open the chat widget in the bottom-right of your dashboard and your conversation stays there across sessions. Email covers everything else: billing, deploy issues, abuse appeals, custom requests. A Telegram channel carries status updates and quick questions. Support is available in English and Russian.
What we prioritize
First: anything blocking a running workload — failed deploys, unreachable servers, billing errors that caused a suspension. Second: payment questions and credits that haven't arrived. Third: general questions and feature requests.
We are honest about scale: we are a small team, not a 24/7 call center. Critical infrastructure issues are typically acknowledged within hours; everything else within one business day.
How to get a fast answer
Include the server ID (from the dashboard), the approximate time of the problem, what you expected and what happened instead, and — for payment issues — the transaction hash. One message with details beats five without.
What support does not do
We do not administer the inside of your server: root is yours, and so is the software you run. We won't debug your application, but we will always tell you whether the problem is on our side of the line — and point you in the right direction if it isn't.