Include the full context at once

Identify the issue first, then contact the right team

For node selection, rental terms, environment migration, or self-hosted runner setup, email support with your requirements. For existing orders, billing, or running instances, sign in to the console and submit a ticket with your order number, node, and reproduction details.

2 official contact channels

4 issue-routing paths

1 structured context

Fill out a contact summary Sign in to the console and submit a ticket Rent a cloud Mac now

Issue routing

Choose a channel based on the issue status

Whether you already have an order is the clearest deciding factor. Never paste login passwords, private keys, complete tokens, or unredacted credentials into public documentation or email.

No order yet Send an email with your use case, node, model, rental term, and preferred start date.

Existing order or instance Sign in to the console and submit a ticket, keeping the order and device context together for continued troubleshooting.

Issue-type routing

Four paths, one set of verifiable details

After you choose a path, the generator switches to the required fields. This reduces follow-up questions and prevents order issues from being described without device context.

Structured email generator

Put your requirements and issue details in one email

After you complete the fields, an email subject and body are generated locally and opened in your system mail app. The page does not submit the content to another recipient; you can review and edit it in the mail app before sending.

Contact summary

Basic information

Required fields marked with an asterisk change by issue type. Enter the actual node, model, and rental term; choose the corresponding option if you have not decided yet.

Name or team name *

Work email *

Issue type *

Preferred or current node *

Model *

Rental term *

Pre-sales workload

Describe build frequency, parallel task volume, primary tools, and team location. Include any need for extra storage or Thunderbolt 5 daisy chaining.

Use case and workload *

Preferred start date

Additional details *

After required fields are completed, the system generates a reviewable email draft.

Live summary

Review before sending

The summary updates only on this page and helps verify that the key information is complete.

Issue type: Pre-sales selection
Node: Not provided
Model: Not provided
Term: Not provided
Recommended channel: Support email

Existing orders preferred

Keep order context in the ticket

Running instances, order status, billing references, and technical issues requiring continued follow-up are best handled through a console ticket. The ticket keeps subsequent updates and handling records together.

01Order number and instance status
02Node / model / billing term
03Last action and redacted logs

Ticket intake canvas

Order ID: Console original
Node / model: Match the order
First reply: 4 business hours
Do not paste: Passwords · keys · tokens

Open the console ticket portal Email support instead

Technical issue submission template

Six information groups let troubleshooting start immediately

“The build fails” or “the connection is slow” is not enough to locate the issue. Each field should contain verifiable details; if something does not apply, write “Not applicable” instead of leaving the recipient to guess.

Time of occurrence

State the local time zone and approximate time, and say whether the issue appeared for the first time, every time, or intermittently.

System version

Record the complete macOS version and whether the system, Xcode, or dependencies had just been changed before the issue occurred.

Tool versions

List the versions of Xcode, Command Line Tools, Homebrew, Git, Fastlane, runner, and any relevant SDKs.

Reproduction steps

Starting from a working initial state, list commands, UI actions, input conditions, and where the anomaly first appears.

Expected vs. actual

Describe the expected artifact, status, or duration separately from what you observed. Do not paste only the final error line.

Redacted logs

Keep the necessary context before and after the error; remove passwords, private keys, complete tokens, business data, and unnecessary personal paths.

Recommended troubleshooting sequence

Describe the environment first, then the actions, and finally the result. This lets the recipient reproduce the same path.

Environment: complete macOS version / complete tool versions / node
Actions: reproduction steps from the initial state
Expected: artifact that should be generated or status that should appear
Actual: error, abnormal status, and frequency
Logs: necessary redacted excerpts

Order assistance guide

Verify order references first; do not resubmit payment details

Order and billing assistance must point to a specific record. Provide the console order number, selected node, model, rental term, current status, and the item you want verified.

Order assistance ticket Fields to submit

USD billing

Order reference: Console order number; do not send login credentials
Device scope: Node, GlobeMini M4 16, or GlobeMini M4 24
Rental basis: Daily, weekly, monthly, or quarterly
Payment method: USDT-TRC20, or Visa / Mastercard / Amex (via Stripe)
Billing currency: US dollars (USD)
Verify: Order status, billing details, payment reference, or configuration discrepancy

What to provide

Limit the issue to one order

State the order number and the node where the issue occurred. If your team has multiple orders, list them individually rather than providing only the team name or payment date.

What not to provide

Do not resend sensitive payment information

You do not need to submit full card details, crypto-asset keys, or login passwords. State only the payment method category and the order status shown in the console.

What to expect after submission

Confirm the context first, then begin handling

The first reply aims to confirm the issue scope, missing information, and next action; it does not mean every issue will be resolved in the first exchange. More complete information makes it easier to begin reproduction or order verification directly.

01

Receive a structured summary

The email subject includes the issue type, node, and model; console tickets retain the order context. The recipient first checks whether the information needed to begin handling is present.
02

Confirm missing fields and the handling path

Pre-sales and partnership emails generally target a first reply within 1 business day; existing-order console tickets generally target a first reply within 4 business hours. For complex reproductions, the reply will identify the next check to perform.
03

Continue adding details in the original channel

Do not create repeated new emails or tickets for the same issue. Add test results, redacted logs, and change times to the original record to keep the diagnostic trail continuous.

Applicable scope and first-response targets for the two official contact channels
Channel	Best for	Include	First-response target
Support email	Pre-sales selection, environment migration planning, CI/CD integration, partnership inquiries	Use case, node, model, term, toolchain, and a clearly stated issue	Within 1 business day
Console ticket	Existing orders, billing references, running instances, and ongoing technical troubleshooting	Order number, node, occurrence time, versions, reproduction steps, and redacted logs	Within 4 business hours

Choose an official channel

Use a ticket for existing orders; email us before placing an order

Console tickets preserve order and instance context; support email is suited to node selection, rental terms, environment migration, CI/CD integration, and partnership-scope discussions.