Account & Support
Support Tickets
Submit tickets, track progress, and communicate with the Edge support team directly from your control panel.
Overview
The support system provides a direct line to the Edge team for technical issues, billing questions, and account assistance. All communication is tracked in a threaded ticket format so nothing gets lost.
Access support from Account → Support in your control panel.
Creating a Ticket
- Navigate to Support and click New Ticket
- Enter a clear, descriptive subject
- Select the category that best matches your issue (CDN, Compute, DNS, Storage, Billing, Account)
- Set the priority based on urgency
- Describe your issue in detail in the description field
- Click Submit Ticket
Tips for faster resolution
- Include the specific resource affected (VM name, domain, bucket name)
- Describe what you expected vs what actually happened
- Include any error messages you're seeing
- Note when the issue started
Priority Levels
| Priority | Use When | Target Response |
|---|---|---|
| High | Production service is down or severely degraded | Within 1 hour |
| Medium | Non-critical issue affecting functionality | Within 4 hours |
| Low | General question, feature request, or non-urgent issue | Within 24 hours |
Ticket Statuses
Ticket statuses update automatically based on actions taken:
Open
Your ticket has been submitted and is awaiting a response from the support team.
In Progress
A support agent has replied and is working on your issue.
Pending Resolution
The agent believes the issue is resolved and is waiting for your confirmation. You can confirm it's resolved or reply if you still need help. Tickets auto-close after 7 days if no response is received.
Resolved
The issue has been resolved. You can reopen the ticket if you need further assistance.
Replying to Tickets
Click on any ticket to view the full conversation thread. You can:
- Reply — Send a message to the support agent using the reply box at the top
- Confirm resolved — When the agent marks your ticket as resolved, confirm it's fixed or reply if you still need help
- Reopen — If a resolved ticket needs further attention, reopen it to continue the conversation
Categories
| Category | Examples |
|---|---|
| CDN | Cache issues, SSL certificates, domain configuration, performance |
| Compute | VM connectivity, scaling, provisioning, OS issues |
| DNS | Propagation delays, record issues, zone configuration |
| Storage | Upload issues, access keys, bucket configuration, S3 compatibility |
| Billing | Invoice questions, payment issues, plan changes |
| Account | Team management, permissions, security, quota increases |