Support
Engineers on call,
24 hours a day.
Search the knowledge base first: most answers are one click away. When you need a human, a real engineer picks up, with a 30-minute first-response target on critical issues.
Server unreachable?
Five checks before you wait for us
Most outages are solved fastest from your side, with the out-of-band tools every server includes. Open a critical ticket in parallel if you need us.
- Check the status pageA known incident in your location? It will be on /status, with updates.
- Open the IPMI consoleSee the screen of the server itself: kernel panic, fsck prompt or boot loop. Use the IPMI console
- Power-cycle onceA clean power cycle from the dashboard clears most hangs. Avoid repeated resets.
- Boot rescue modeMount your disks from a live system to fix fstab, GRUB, SSH or a firewall rule. Rescue mode guide
- Test the routeRun mtr from your side and send it to us if the network looks wrong. Network testing guide
Scope and targets
What we handle, and how fast
Servers are unmanaged: you run the software, we keep the hardware and the network healthy.
| Priority | When | First response |
|---|---|---|
| Critical | Server down, network outage, data at risk | 30 minutes |
| Standard | Everything else: questions, configuration, billing | 4 hours |
Included, 24/7
- Hardware failures and replacements
- Network, routing and DDoS mitigation
- Provisioning, reinstalls and rescue mode
- IPMI / KVM console access
- Billing and account questions
Your side, with our pointers
- Your applications and their configuration
- Web servers, databases, control panels
- Email deliverability and DNS records
- Security of what you install
Essential guides
- Boot into rescue mode and repair your server5 min read
- Use the IPMI/KVM console and virtual media6 min read
- Reinstall the operating system from your dashboard5 min read
- Test network speed and routes: iperf3, mtr and curl6 min read
- Manage software RAID 1 with mdadm7 min read
- How DDoS protection works on your server5 min read
FAQ
Support questions
All questionsAre DediJet servers managed?
No: servers are unmanaged, so you are the administrator of the operating system and everything you run on it. We handle the hardware, the network, provisioning, the IPMI console and DDoS mitigation, and we gladly point you in the right direction for software questions.
How do I open a ticket?
Tickets will live in your dashboard, which opens soon. Until then, use the contact form with the topic “Technical support”: it reaches the same engineers, 24/7.
What counts as critical?
A server that is down or unreachable, a network outage, or data at risk because of a failing component. Critical issues have a 30-minute first-response target, day and night.
What should I include in a ticket?
The server’s IP address, what you expected and what happened, when it started (with your time zone), and anything you already tried. For network issues, add an mtr report in both directions if you can.