Zilmac · Customer Support
Ticket (Console)
Existing customers: use theDashboard · Submit TicketFill out manually, or use the quick button on
Holidays and data center maintenance windows may delay responses; activation queue follows Dashboard status.
Prices, specs, and billing cycles are publicly listed; material changes will be synchronized per law. See
Choosing the right channel reduces unnecessary back-and-forth.
After logging in, go to the Dashboard, create a new ticket and select the appropriate category. From the 'My Machines' page you can also quickly file a ticket for a specific instance – context is attached automatically.
Log in with the email used for ordering; guest orders can be merged after logging in with the same browser.
Activation progress, connection issues, billing questions, etc. each have their own entry, routing to the correct queue.
Replies stay in the ticket thread for easy team handoff; confirm closure on the same page once the issue is resolved.
The table below shows recommended paths for common situations.
Waiting for machine setup after payment, checking queue progress, or needing to change data center config.
SSH/VNC not connecting, system anomalies, need a reboot, or troubleshooting assistance.
Charge questions, invoice requests, subscription changes, or refund applications per terms.
Not yet ordered; need bulk purchases, custom plans, or channel partnership discussions.
Tickets cover most post-sales scenarios; the options below suit non-logged-in inquiries or those who prefer to explore first.
General inquiries, business partnerships, and contact when you can't log in. Please state your purpose, company, and preferred response method.
[email protected]If related to an existing order, include the order number; purely technical issues are still recommended via ticket for instance linking.
Connection steps, console instructions, billing cycles, and common troubleshooting are documented – most questions don't need to wait for a human reply.
Browse Help DocsDocs and the Pricing page cross-reference the Terms; order and ticket records are the final authority.
Providing everything at once reduces follow-up questions; for urgent issues, indicate 'Urgent' in the subject or first line.
More operation instructions atClick an item to expand the answer; plan specifics subject to Pricing page and order.
Pre-sales and business can email; existing customers' delivery and tech support should use tickets to link instances and history.
General inquiries receive a first reply within 24 business hours; urgent flagged issues are prioritized, actual timing depends on the queue.
Currently primarily tickets and email for context retention and routing; for complex issues we'll arrange further communication within the ticket.
Yes. Tickets and email both support English; just indicate your preferred language in the first message.
Include your order number and reproduction steps so we can locate the problem faster.