Support tickets and communication

Open correctly

Choose Support for technical work, Sales for purchasing, Billing for payment, and Abuse for policy or security. Urgent is for severe active impact.

Provide evidence

Include device or order ID, hostname, time and timezone, expected and actual behavior, exact error, and prior steps. Network reports need source, destination, protocol, port, and direction. Never include console tokens, private keys, card numbers, or reusable passwords.

Status

Awaiting customer needs your reply; Awaiting staff means SCComp is reviewing; Resolved includes a solution; Closed expects no more work. Reply to the same ticket instead of duplicating it.

Private file sharing

Ticket attachments are disabled by default. When an administrator enables file uploads on a specific ticket, its participants can share images, logs, archives, and ISO images up to 10 GiB per file. A ticket can hold up to 20 files and 50 GiB total. Large uploads use protected 16 MiB chunks and remain resumable for 24 hours in the same browser; after an interruption, select the same local file again to continue. Attachments are not public and downloads require access to the ticket. Do not upload malware, unrelated copyrighted material, private keys, reusable passwords, card data, or secrets that are not required for support. An administrator may disable new uploads or remove an attachment when the exchange is complete.

Security

Preserve logs, rotate exposed credentials from a trusted machine, isolate safely, and use an urgent ticket. Do not publish exploit details in comments.