How to Open a Support Ticket

A complete ticket gets resolved much faster. This guide tells you what to include for every type of problem.

Always Necessary Information

Whatever the problem, always include:

Server ID (visible in client panel or VirtFusion)
Server IP
Operating system (Ubuntu 22.04, Windows Server 2022, etc.)
Since when problem occurs (approximate date and time)
What you tried to fix it

For Connectivity / Server Unreachable Issues

- Server IP
- Result of: ping <IP>
- Result of: traceroute <IP>  (Linux/Mac) or tracert <IP> (Windows)
- Last successful access (when?)
- Status in VirtFusion (Online/Offline?)
- Did you modify firewall or iptables recently?

For Performance Issues (High CPU/RAM)

- Output of: top -bn1 | head -20
- Output of: free -h
- Output of: df -h
- Output of: vmstat 1 5
- Any suspicious process if visible
- Since when is machine slow?

Quick commands to paste in ticket:

echo "=== CPU/RAM ===" && top -bn1 | head -20
echo "=== MEMORY ===" && free -h
echo "=== DISK ===" && df -h
echo "=== UPTIME ===" && uptime

For SSH Issues (Access Denied, Timeout)

- Exact error message (copy text, not screenshot)
- SSH port in use (22 or custom)
- Auth type (password or key)
- Output from client: ssh -vvv user@IP 2>&1 | tail -30
- Did you modify /etc/ssh/sshd_config recently?
- Fail2ban active? (sudo fail2ban-client status sshd)

For Website / Service Issues

- Domain and complete URL
- HTTP error code (404, 500, 502, 503...)
- Output of: sudo nginx -t  (or apache2ctl configtest)
- Last error log lines:
  sudo tail -50 /var/log/nginx/error.log
  sudo tail -50 /var/log/apache2/error.log
- Problem on all sites or just one?

For Windows Issues (RDP, System Errors)

- Windows Server version (2019/2022/2025)
- Exact error message (screenshot or text)
- Event Viewer > Windows Logs > Application/System: recent errors
  (Start > eventvwr.msc > Windows Logs)
- RDP port in use (3389 or custom)
- Last successful RDP access

For DDoS Attack In Progress

- Server IP under attack
- Since when (exact time)
- Traffic type if known (UDP flood, SYN flood, HTTP...)
- Output of: ss -s
- Top attacking IPs (see DDoS dump guide)
- .pcap file if available (even 30-60 seconds)

Guide: DDoS: Analysis and Dump to capture dump.

For Billing / Account Issues

- Account email
- Order number or service ID
- Screenshot of error in client panel

What NOT to Do

Don't open multiple tickets for same problem: slows down queue
Don't write just "doesn't work" without details
Don't attach only terminal screenshots: copy text (it's searchable)
Don't wait days before opening ticket: report sooner, fix sooner

Priority and Response Times

Tickets are handled by priority:

Type	Priority
Server completely unreachable	Urgent
Services partially degraded	High
Configuration issues	Normal
Questions / info requests	Normal

For urgent problems, clearly indicate in ticket subject: [URGENT] Server Unreachable.

How to Open a Support Ticket

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