01 / Process
How a request goes.
Open a ticket or emailExisting customers can open a client-area ticket under Support, Billing or Abuse. Email is available for presales or account access problems.
Include evidenceSend the service, domain, time and time zone, exact error and reproduction steps. For an outage, put Service unavailable in the subject.
Follow the same threadReply in the existing thread and update it if impact changes. Never include passwords or keys.
02 / If something is down
Before you write.
Check another networkOpen the domain in a private window, ideally on a different connection.
Review the setupCheck your DNS records and certificate settings in the control panel.
Send the detailsDomain, the time you noticed the problem and any error message.
03 / Scope
What support covers.
CoveredProblems with your Rackpine services, including connection and configuration issues.
Outside our controlRegistrar settings, your internet provider and errors in your own site code. Support can still help narrow these down.
Service updatesLive health monitoring and incident history are not published yet. Until then, incident updates stay in your ticket or email thread.