Deploy

Virtual from $6.99/mo · Bare metal from $35.99/mo

DeployClient Login

Talk to someone who has root too

Tickets are answered by the people who administer the infrastructure. There is no premium queue, because there is only one queue.

Start here

Route it in one step

Everything below this section is on the page anyway — the bands, the channels, the checklist. This is the two-second version: pick the shape of the problem and get the band it lands in, the route that carries it, and the specifics that stop the first reply being a question back at you.

Immediate

Open it now, whatever the hour

A host that answers nothing from any direction is the band that gets escalated on sight, at any time, because it is almost always ours. Do not wait for business hours and do not start by rebooting — a reboot destroys the state we would have used to tell you what happened.

Faster than writing to usCheck the status page first. If the facility already has an open incident, it is on there, and the update you want will land there before it lands in a ticket.

Include in the first message

  • The hostname or IP, not the account name
  • When it stopped, with a timezone
  • Whether the client area console also fails to reach it
Open a ticket

Same day

Degraded needs both directions before it needs anything else

The service works and works badly, which is the hardest kind to diagnose from one side. Routing is frequently asymmetric: a trace from you can look perfect while the return path is where the loss is, so one direction is genuinely half the evidence.

Include in the first message

  • An MTR from you to the server, run for at least 100 packets
  • An MTR from the server back to you, over the same window
  • The source network you are testing from — office, home, another provider
Open a ticket

Working day

You can already do this without us

Out-of-band console and reinstall are both in the client area, and both work while we are asleep. The console reaches the machine below the network stack, so it still works when a firewall rule, a broken sshd_config or a full root filesystem is what locked you out.

Faster than writing to usConsole access and reinstall are self-serve. Opening a ticket for either adds a wait and changes nothing about the outcome.

Include in the first message

  • Only if self-serve failed: what you saw when it did
  • The machine, and which image you asked for
Open the client area

Same day

Reverse DNS first, then tell us what the far side said

A PTR that does not match the name your server announces is the single most common cause, and you can set reverse DNS yourself against any address allocated to you. Once that matches, the rejection text from the receiving side is the thing that identifies everything else.

Faster than writing to usSet the PTR in the client area and retry before writing. It resolves this outright more often than not.

Include in the first message

  • The full rejection line, verbatim, including any code
  • The sending IP and the HELO name it announces
  • One recipient domain it fails for, and one it succeeds for if there is one
Open a ticket

Working day

Not urgent, and not less important

Invoices, cancellations, upgrades and anything you want to know before spending money. This band is the one that is not on fire, which is the only reason it is third — treating it as though it were on fire is how the first two bands stop being fast.

Include in the first message

  • For an existing service, the account or invoice reference
  • For pre-sales, the workload rather than the specification you guessed at — we will tell you which machine fits it
Email sales

How to reach us

  • Support ticket

    The fastest route for anything involving an existing service. Tickets carry your service context, so nobody has to ask which server you mean.

    Open a ticket

  • Pre-sales email

    Questions before you order — hardware availability, a configuration that is not listed, whether a workload fits a tier.

    Email sales

  • Service status

    Planned maintenance and current incidents are published in the client area.

    View status

Faster than a ticket

Four things the queue sees most often, and what actually resolves them. Every one of these is something you can do from the client area right now.

  • SSH stopped answering

    Use out-of-band console access from the client area. It reaches the machine below the network stack, so it works when a firewall rule, a bad sshd_config or a full root filesystem has locked you out of the front door.

  • Mail from the server is being rejected

    Set reverse DNS on the address first — a PTR that does not match your HELO name is the single most common cause, and you can request it against any IP allocated to you. Ask us and we will tell you what the receiving side is actually reporting.

  • You need to start clean

    Reinstall from the client area rather than opening a ticket for it. You choose the image, the machine comes back with a fresh root credential, and nothing waits on us being awake.

  • Is it me, or is it you?

    Check the status page before writing. Planned maintenance and open incidents are published there, and if what you are seeing is already on it, the update you want will arrive there first.

Open the client area

How the queue is worked

There is one queue and no premium lane. What changes is the order things come out of it.

  1. Immediate

    Infrastructure is down

    A machine is unreachable, a switch port is dark, a facility has an open incident. These are escalated the moment they are seen, at any hour, because they are almost always ours and almost never yours.

    • Host unreachable from every direction
    • Hardware fault or failed disk
    • Routing withdrawn for your address

  2. Same day

    Something is degraded

    The service works but not properly. These need a person to look at both sides, and that person is the one who administers the hardware.

    • Packet loss or asymmetric routing
    • A disk reporting errors but still serving
    • Reverse DNS, addressing and allocation

  3. Working day

    Everything else

    Questions, changes and billing. Nothing here is less important — it is just work that is not on fire, and treating it as if it were is how the first two bands stop being fast.

    • Reinstalls and image requests
    • Invoices, cancellations and upgrades
    • Pre-sales and configuration questions

These describe how the queue is worked, not a contract. We do not publish a response-time guarantee we have not signed. If you need one in writing for a specific service, ask before ordering and we will tell you plainly whether we can offer it.

What support covers

We handle

  • Hardware faults and replacements
  • Network connectivity and routing
  • IP allocation and reverse DNS
  • Provisioning, reinstalls and out-of-band access
  • Billing, cancellations and invoices
  • Confirming whether a problem is ours

You handle

  • Operating system administration
  • Application and web server configuration
  • Database tuning and query performance
  • Your own backups beyond the included daily VPS restore point
  • Security of the software you install
  • Control panel licensing and support

Both product lines are unmanaged. That is a deliberate product decision, not a support gap — it is why the price is what it is. We will still tell you what we can see from our side, and we will not close a ticket with "that is your side" without explaining how we know.

What to put in a ticket

Not a form — a list of the things whose absence costs a round trip. A round trip on a ticket is usually a day.

  1. Which machine

    The hostname or the IP address. Your account may have several services and the difference between them is the whole problem.

  2. What you expected, and what happened

    Both halves. "It is broken" and "it does not work" are the same sentence, and neither says what correct would have looked like.

  3. When it started, with a timezone

    We can line an exact time up against switch counters, facility notices and our own graphs. "This morning" cannot be lined up against anything.

  4. What you already tried

    So the reply is the next thing rather than the first thing. It also tells us what the machine looked like before you changed it.

  5. For anything on the network, an MTR both ways

    From you to the server and from the server back to you. Routing is frequently asymmetric, and a trace in one direction can look perfect while the other is where the loss is.

A column of drive bays in a rack-mounted chassis, lit from one side.

Response expectations

We do not advertise a "24/7 in-house support" badge, because we will not claim a staffing level we have not committed to contractually. Tickets are monitored every day and urgent infrastructure faults are escalated immediately. If you need a formal response-time commitment for a specific service, ask before ordering and we will tell you plainly whether we can offer one.

Ready when you are

Pick a machine. Get root. Go.

No sales call. No minimum term beyond the month you paid for. Full specifications before you spend anything.

Deploy a serveror compare every plan

Virtual from $6.99/moBare metal from $35.99/mo