Help
Getting help
Tickets, response times and what to include.
When the docs don't have the answer, our team does. Support is in English and open to every customer, free plan or paid.
#Open a ticket
- In the dashboard, go to Support › New ticket, or open app.rackvane.com/support/new.
- Pick a category and priority, and the server it's about.
- Describe the problem and send it. You get an email when we reply, and you can answer from the ticket page (Ctrl+Enter sends).
#Response times
| Priority | When to use it | Usual first reply |
|---|---|---|
| High | The server is down, or you paid and nothing was delivered | 1–6 hours |
| Medium | Something works badly or only partly | 6–12 hours |
| Low | Questions, requests and small issues | 12–24 hours |
#What to include
The faster we understand the problem, the faster it's fixed:
- the server ID (on the server page and in its address bar),
- what you did, what you expected and what happened instead,
- the console lines around the error, or a screenshot,
- for billing, the invoice number and the transaction ID.
We'll never ask for your password, 2FA codes or wallet keys. If you need to give us access, add us as a user with only the permissions we need.
#Other places
- Discord: join our community server for quick questions and announcements.
- Status: status.rackvane.com shows live uptime of every location.
Still stuck? Our team reads every ticket and usually answers within a few hours.
Open a ticket