The quickest way to get a useful answer is to give enough information in the first message.
Explain the problem clearly
- Describe what is wrong.
- List the steps that caused the problem.
- Copy any error message exactly as it appears.
Include the service details
Select the affected service in the ticket or include its hostname, such as v1234.luxvps.net. Mention any recent changes and anything else that may be related.
Use one ticket
Log in before contacting support. Choose the category that fits the issue, or use General if you are unsure. Do not open the same request through several channels because it slows the reply down.
Luxvps is a one-person company. There is no large support team, but the aim is still to reply within a few hours. Complex problems can take longer.
Add new information to the existing ticket instead of opening another one. When the issue is fixed, reply to confirm it or close the ticket.
Keep your account secure
Do not share your password or other sensitive account details unless Mathias Streander asks for them as part of your active support case.
Feedback is welcome after the ticket is resolved, including suggestions on what could have been handled better.
