SEND THE RIGHT IDS
Rental ID, order ID, asset/serial, or intake ticket. Without a handle we cannot see your allocation on the wire.
RAR / CONTACT
TALK TO
THE DESK.
Do not dump every issue into a single inbox. Route the ticket to the desk that owns the system — rentals, hosting, hardware, or partnerships — and include IDs so we skip the scavenger hunt.
Facility-impacting incidents still post on System Status first. If the hall is dark, check /status before opening a duplicate panic thread.
Customer support inbox: [email protected]
PROTOCOL
HOW TO GET
A FAST REPLY
SHOW THE SYMPTOM
One screenshot of telemetry beats three paragraphs of “it feels slow.” Include timestamps in UTC if you can.
DO NOT CRY WOLF
Mark SEV only for safety, facility power, or total hash loss. Mis-tagged urgency slows the people who need it.