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.

Security

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 Do not publish exploit details in comments.