Send pre-sales configuration, team deployment, or security reports to support; for existing orders, node connections, or billing issues, sign in to the console and open a ticket. The more complete the information, the faster our engineers can assess and act.
Choose one channel for each request. For existing orders, use a ticket so the system can link the order, node, and support history; if you have not ordered yet or cannot access the console, email support.
For model selection, region recommendations, rental-term planning, CI/CD team deployment, security reports, and account access issues when you cannot access the console.
For delivery status, node connectivity, VNC or SSH, build failures, storage, renewals, billing, and node operations. Tickets can be linked directly to your account and order history.
Pre-sales reviews do not assume configurations outside the catalog. The available models are the base M4 configuration (16GB, 256GB) and the M4 Pro configuration (64GB, 2TB), with coverage in Singapore, Japan (Tokyo), South Korea (Seoul), Hong Kong, the US East, and the US West.
Our engineering team evaluates concurrency, build duration, cache usage, remote-operation frequency, and rental term to recommend a suitable option. Actual availability for every model and region combination is shown in real time in the console.
Record one complete build duration, peak concurrent task count, repository download volume, and build-cache size to reduce back-and-forth.
Copy the fields below and complete each one.
Complete the console ticket in this order.
Console tickets are the preferred channel for existing orders. Linked order details help engineers verify delivery status, node events, and billing records instead of guessing from screenshots alone.
Keep error codes, timestamps, command names, and necessary context in logs, while removing access keys, passwords, tokens, private certificate keys, repository credentials, and complete environment variables. If the issue is reliably reproducible, provide the shortest reproduction path instead of uploading the entire project.
Team deployment requests should cover task concurrency, toolchain versions, repository access, and delivery cadence. Our engineers use this information to determine how many dedicated physical nodes are needed and how to separate stable and validation environments.
If you have not selected a model, include the complete duration and peak resource usage of a representative task. Our engineers will recommend an option from the current two-model catalog.
Please email support@hexvm.com, with a subject beginning “Security report.” Include the issue type, discovery time, affected functionality, minimum reproduction steps, observed result, and a preferred secure contact time.
Evidence may include sanitized request snippets, error messages, hashes, or screenshots with sensitive fields hidden. Do not send real private keys, passwords, complete access tokens, signing certificate private keys, or directly usable session data. If you suspect that credentials for an existing node are at risk, update them first, then submit a ticket for the linked order in the console.
Response speed depends on the completeness of the information and the complexity of the issue. The timeframes below are targets for the first response, not final resolution; when node operations are required, the team will first verify order ownership.
We confirm the issue type, order association, and whether the required information is complete. The target for a first response to pre-sales and team deployment emails is within 1 business day.
Requests involving node restarts, credential updates, order changes, or billing details require ownership verification through the console account and linked order.
Our engineers use the time, region, error code, and sanitized logs to determine the next steps. For high-impact issues affecting existing orders, the target for a ticket’s first response is within 4 business hours.
The ticket records actions, verification results, and next steps. The target for a security report’s first response is within 4 business hours; complex investigations receive an update on the next milestone.
All charges are settled in US dollars (USD). Before ordering, use support email to confirm your workload and region; after ordering, track your node and support requests in the console.