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For existing customers: provisioning queue, can't connect remotely, instance actions, renewals and refunds - including your order number speeds things up a lot.
Kvmzen · Customer support
Tell us clearly,
we'll get to the point fast
Existing customers should use a dashboard ticket - your order number and instance ID are attached automatically, and you can track troubleshooting and delivery progress in the same place. Pre-sales and business inquiries can go by email; for self-service, check the Help Center first.
Preferred path
Open a ticket in the dashboard,
give us everything up front
Log in to your dashboard, create a ticket and pick a category. You can also open a ticket for a specific instance from "My instances", which attaches the context automatically.
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Log in to your dashboard
Use the email you ordered with; guest orders can be merged into your account by logging in from the same browser.
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Create and pick a category
Provisioning status, connection issues, billing questions and more each have their own entry, so they route to the right queue.
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Follow up and close it out
Replies stay in the ticket thread, making handoffs easy; once resolved, confirm closure on the same page.
By scenario
Different needs, different entry points
Picking the right channel means fewer back-and-forths; here's our recommended path for common situations.
Provisioning & delivery
Waiting for setup after payment, want to check queue progress, or need a region change.
Ticket
Include your order number and chosen config
Connection & technical issues
Can't connect via SSH / VNC, system issues, need a restart, or need help troubleshooting.
Ticket
Note the instance ID and attach an error screenshot
Billing, renewals & refunds
Charge questions, invoice requests, subscription changes, or refund requests under our terms.
Ticket
See Terms of Service for details
Pre-sales & business inquiries
Haven't ordered yet, need bulk purchasing, custom plans, or a partnership discussion.
Email
[email protected]
Other channels
Reach us by email,
or check the docs first
Tickets cover most post-sale scenarios; the options below suit questions before you're logged in, or if you'd rather look things up yourself first.
For general inquiries, business partnerships, and when you can't log in. Please state your purpose, company and preferred way to reply.
[email protected]If it's about an existing order, please include the order number; for purely technical issues, a ticket is still recommended so it links to your instance.
Help Center
Connection steps, dashboard guides, billing cycles and common troubleshooting are all documented - most questions don't need to wait for a human reply.
Browse the docsDocs cross-reference the pricing page and Terms of Service; your order and ticket records are the final source of truth.
Move faster
Before reaching out,
have this ready
Including everything up front means fewer follow-up questions; for urgent issues, say "urgent" in the subject or first line.
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Account & order Your registered email, order number, or instance ID (copyable from the dashboard)
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Steps to reproduce What you did, what you expected, and what actually happened
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Errors & screenshots Terminal output, VNC screen, or browser console errors
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Time zone & availability Cross-border teams should note their time zone to help schedule follow-ups
FAQ
Common questions about support
More usage details are in the Help Center; plan specifics follow the pricing page and your order.
Do I have to log in to get help?
Pre-sales and business inquiries can go by email; existing customers should use a ticket for delivery and technical support so it links to your instance and history.
How long until a ticket gets a reply?
General inquiries typically get a first reply within 24 hours on business days; tickets marked urgent are prioritized in the queue, timing depends on volume.
Is there phone or live chat support?
Currently we primarily use tickets and email, which keeps context and makes routing easier; for complex issues we'll arrange further communication within the ticket.
Can I communicate in English?
Yes. Both tickets and email support English; just note your preferred language in your first message.
Ready to describe your issue?
Bring your order number and steps to reproduce, and we'll get to the bottom of it faster.