Open a ticket from the client area for an existing service, or use the contact page for a pre-sales question. Include the affected service or invoice number, a short description of the problem, the time it started and your timezone. Describe what you expected and what happened instead.
For connection issues, include the source network, destination port, exact error message and whether the problem also occurs from another connection. For application issues, provide the relevant error log excerpt and the changes made just before the issue started. Remove personal data and credentials from logs and screenshots.
Do not send your password, private SSH key, card information or one-time authentication code. Keep unrelated issues in separate tickets, and add new evidence to the same ticket for one ongoing issue. Ask support to confirm whether a request is within the service’s support scope; response time, managed administration and restoration assistance should not be assumed.
