Article 5.9 Opening an Effective Support Ticket
Short answerSearch KB first, one issue per ticket, include service ID/IP/errors, redact secrets, state outage impact.
Overview
Good tickets reduce back-and-forth. Platform/billing/provisioning scope only on unmanaged VPS.
- Descriptive subject with service ID
- Numbered steps with UTC timestamps
- Redact passwords and API keys
- Continue existing threads — no duplicates
Frequently Asked Questions
Does VPSGrid manage my guest OS?
No. VPSGrid provides unmanaged KVM VPS hosting. You administer the guest OS, applications, firewall, and data unless a separate managed product is documented on your account.
What should I include in a support ticket?
Include your service ID, primary IP, exact error text, and steps already tried. See What Information to Include in a Support Request.
Related Articles
Need More Help?
Search this knowledgebase for related guides. If the issue persists, open a ticket at billing.vpsgrid.net with your service ID, primary IP, and steps already tried. See What Information to Include in a Support Request and Security Responsibilities on Unmanaged VPS for scope and required details.
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