Support
There are two ways to work with us. Every customer has standard support through tickets, email and Telegram. Some customers can reach the engineers at any hour. Both are free.
| Standard support | Direct line | |
|---|---|---|
| Who | Every customer | By invitation from our team |
| Price | Free | Free. Cannot be purchased. |
| Channels | Tickets in Cloud Panel, email, Telegram bot | Messenger, phone and email, personal contacts of the engineers |
| Availability | Monday to Friday, 09:00-18:00 Eastern European time (UTC+2 in winter, UTC+3 in summer) | Any time, including nights, weekends and holidays |
| First response | Within 1 business day, usually much sooner | As soon as we can |
Platform incidents
We watch the platform around the clock, and this part does not depend on the kind of support you have. When a node, the network or storage fails, monitoring wakes an engineer up and the repair starts before anyone writes to us. Progress is posted on status.serverscamp.com.
If your server is caught in an incident shown there, you do not need to open a ticket about it. If you see something wrong that the status page does not mention yet, tell us right away through any channel.
Standard support
Open a ticket in Cloud Panel, write to [email protected] or message @serverscamp_bot in Telegram. All three end up in the same queue and are answered by the same people.
We work Monday to Friday from 09:00 to 18:00 Eastern European time. The first reply comes within one business day and usually much sooner, so a ticket sent late on Friday is answered on Monday.
You get an answer faster when the first message already has the server name or ID, what you did, what you expected and what happened instead, and roughly when it happened. Screenshots and logs can be attached to the ticket.
How tickets close
A ticket stays open while we work on it. Once we have answered, it waits for you. After 5 days without a reply we send a reminder, and after 7 days the ticket closes by itself. You then get a copy of the whole conversation as a file, in Telegram if the bot is linked and by email otherwise. If the issue comes back later, open a new ticket and mention the old number.
Support in Telegram
Open @serverscamp_bot and press Link my account. The bot sends a one-time link to Cloud Panel, where you confirm that this Telegram account is yours. After that you write to support the same way you write to anyone else in Telegram.
Before a message goes out, the bot asks whether it belongs to one of your open tickets or starts a new one. Everything you write before choosing goes together, photos and files included. Replies from support come back to the same chat, and whatever you answer goes into that ticket. Use /tickets to see your open tickets, /new to start another one and /settings to choose what the bot sends you.
Languages
Our main support language is English, but we speak a few others too. Feel free to write in your own language, and we'll do our best to help.
Direct line
Some customers have the personal contacts of the engineers who build and run the platform. They reach us by messenger, phone or email at any hour, on weekends and on holidays. There is no fixed response time. We answer as soon as we can, and if something breaks in the middle of the night, we get up and sort it out together.
Direct line is free and cannot be bought. We invite customers to it ourselves, and if we have invited you, you already have our contacts.