Q / 01
FIRST REPLY · < 15 MIN*LIVE DESK
Account access, billing, and anything that does not fit a specialist queue.
BRING TO THE TICKET
- Account email on file
- Last known good time (UTC)
- What you already tried
RAR / SUPPORT RUNBOOK
TRIAGE FIRST.
TICKET SECOND.
Support is how operators get unblocked without theater. Check status, pick the right queue, send IDs and proof — then let the desk work. This page is the runbook; Contact is the composer.
HALL DARK? → /STATUSNEED DEPTH? → /GUIDES · /FAQREADY? → QUEUE MAP
SEVERITY
WHEN TO MARK
SEV — AND WHEN NOT
Mis-tagged urgency slows the people who need it. SEV is for safety and total hash loss — not for impatience.
MARK SEV
- Safety risk, smoke, water, or physical access emergencies at a facility-related handoff.
- Facility power loss or cooling failure that drops your allocation hash.
- Total hash loss on a live rental or hosted fleet with no operator-side config change.
KEEP NORMAL
- Catalog questions, plan comparisons, or “which SKU should I buy.”
- Withdrawal delays inside published verification windows.
- Marketplace negotiation preferences or listing advice.
- Anything already explained on /status for the same UTC window.
QUEUE MAP
PICK THE DESK
THAT OWNS IT
Wrong queue slows everyone. Select a lane, pack the IDs listed, then open the ticket where the system can see your allocation.
TICKET FLOW
FIVE STEPS TO
A CLEAN CLOSE
Same sequence the desk uses internally. Skip a step and you buy delay — not priority.
CHECK STATUS
If the hall is dark, /status is the canon. Duplicate panic tickets slow the desk that is already working the incident.
GATHER IDS
Account email, rental/order/intake ID, machine code, and a UTC timeline. No IDs means scavenger hunt.
PICK QUEUE
Live desk, rental ops, hosting, or hardware — use the map below. Wrong lane adds hops.
ATTACH PROOF
One telemetry screenshot or label photo beats three paragraphs of vibes.
ACCEPT CLOSE
Fix, credit, or escalate — you get a written close note. Reopen with new evidence, not the same fog.
POLICY CLUSTER
SELF-SERVE
BEFORE YOU QUEUE
Half of store tickets die here. Read the surface that owns the rule, then ticket only what remains unresolved.
01
SHIPPING
Carriers, hosting intake, customs, and damage-in-transit windows.
02WARRANTY
Store hardware cover, hosted units, and what rentals do not transfer.
03SYSTEM STATUS
Live facility incidents and maintenance — check before you ticket.
04FAQ
Indexed answers for rent, host, marketplace, withdrawals, credits.
05MINING GUIDES
Longer decision paths when you need a curriculum, not a reply.
06CONTACT
Composer to route a new ticket when you already know the desk.
DESK FAQ
SUPPORT
QUESTIONS
SLAs, pool changes, credits, and wrong-queue recovery — short and binding to published policy.
HOW FAST DOES SUPPORT RESPOND?
Live desk aims for under 15 minutes during facility hours. Rental and hosting incidents jump the queue over catalog questions. Quoted SLAs are first-reply targets, not hard clocks during a hall-wide event — watch /status.
CAN SUPPORT CHANGE MY POOL?
Yes for hosted and rental allocations within approved destinations. Self-hosted purchases are configured on your side unless you bought remote-setup help. Bring the rental ID and desired endpoint.
WILL YOU CREDIT EVERY OUTAGE?
No. Uptime credits follow published terms for facility downtime outside maintenance. Operator misconfig, destination outages outside SLA, and intentional offline are not credited as facility failure.
WHAT IF I ALREADY OPENED THE WRONG QUEUE?
Say so in the first reply and paste the IDs. We will re-route rather than make you restart from zero — but starting correct is still faster.
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