Open a support request

A question, an outage, a change to make? The Support page (under Help) lets you write to our team and follow the conversation in one place. Every contact in your company can use it, whatever their access level.

Write a new request

1. Open Help › Support, then click New request.
2. Choose the Department of our team that should handle it, for example Technical support, Billing or Sales. The list may hold other departments, depending on how our team is organized.
3. If you have technical access, pick in About the machine or service concerned, or leave No particular service.
4. Choose the Priority: Low, Normal (the default) or High.
5. Give a clear Subject, for example "Showcase site returning 502 since 9 am".
6. Describe the situation in Message: what you see, since when, what you already tried.
7. Add screenshots, a short video or logs if needed with Attach files.
8. Click Send to support (or Ctrl+Enter).

Your request gets a number at once ("Request no. 1042 sent to support.") and you land on its page, where our answer will appear. Our answer will also reach you by e-mail, with that number in the subject.

Or simply by e-mail

You can also write to our support address from your usual mail software: your e-mail opens a request, with its attachments, and our answer reaches you with its number in the subject. When your address is a contact's of your company, the request also shows in Support, like those opened here.

Choosing the right priority

Keep the high priority for what stops your business: a service down, data loss. A question about an invoice or a change request is normal or low priority. This helps us handle emergencies first, yours included.

Attach a diagnosis of your VM

When About names one of your virtual machines, the Attach a diagnosis of this VM box may show below the message, already ticked. Leave it ticked and our team gets, with your request, the machine's state at that moment: powered on or not, monitoring, memory, disks, backups. You don't have to describe it, and we keep it even if the machine recovers before we answer.

Example: your site stops answering at 9:00. You open a request about the VM web-1 with the box ticked; the confirmation reads « Request no. 1042 sent to support, with a diagnosis of your VM. ». The technician who takes it sees at once that the disk was full at 9:02.

This diagnosis is for our team: it doesn't show in the conversation. Clear the box if you'd rather not attach it. It's only offered for a virtual machine, and only if this feature is turned on for your client area.

Answers before you even send

While you type the subject, the box "These articles may answer it:" suggests help center articles related to your question. They open in a new tab, without losing what you typed.

Your draft is kept

What you type (subject and message) is kept on this device until you send it. If the page reloads, your text is still there. Attached files have to be added again.

Good to know

• Support lists your own requests: those opened from this area, and those sent from your e-mail address, by e-mail or through the website's form. Your colleagues' requests stay in their own area.
• For the file types and sizes accepted, see "Attach files to a request".