> ## Documentation Index
> Fetch the complete documentation index at: https://docs.digitalfyre.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Getting Support

DigitalFyre provides support 365 days a year, including weekends and U.S. holidays. While technical support is available around the clock, other departments operate during standard U.S. Eastern Time business hours (Monday–Friday, excluding holidays).

## Departments

> **Enterprise Support**
>
> Dedicated assistance for Enterprise clients, including tailored, white-glove support and priority case handling.
>
> **Hours:** 24/7, all year Enhanced SLA
>
> **Contact:** Portal only

> **Technical Support**
>
> Assistance with hosting, servers, websites, control panels, and all technical issues.
>
> **Hours:** 24/7, all year
>
> **Contact:** [support@digitalfyre.com](mailto:support@digitalfyre.com)

> **Billing & Payments**
>
> Questions about invoices, payments, balances, refunds, or billing changes.
>
> **Hours:** Mon–Fri, 9:00 AM–6:00 PM ET
>
> **Contact:** [billing@digitalfyre.com](mailto:billing@digitalfyre.com)

> **Sales & Upgrades**
>
> Help selecting the right plan, upgrading services, or general product questions.
>
> **Hours:** Mon–Fri, 9:00 AM–6:00 PM ET
>
> **Contact:** [sales@digitalfyre.com](mailto:sales@digitalfyre.com)

> **Abuse & Security**
>
> Report phishing, spam, malware, attacks, or other security-related concerns.
>
> **Hours:** Mon–Fri, 9:00 AM–6:00 PM ET
>
> **Contact:** [abuse@digitalfyre.com](mailto:abuse@digitalfyre.com)

> **Network Operations**
>
> Investigate latency, packet loss, routing anomalies, connectivity issues, or network events.
>
> **Hours:** Mon–Fri, 9:00 AM–6:00 PM ET
>
> **Contact:** [noc@digitalfyre.com](mailto:noc@digitalfyre.com)

> [!NOTE]
>
> Department response times vary based on urgency, nature of the request, and business hours.

## Opening a Ticket

The **DigitalFyre Client Portal** is the best way to request support if you have an account with us.

**1. Log In**

Log in to `console.digitalfyre.com`.

**2. Navigate to Support**

Click **Support** → **Open Ticket** in the main menu.

**3. Select a Department**

Choose the appropriate department based on your request type.

**4. Fill Out the Form**

Set a priority level, write a clear subject line, and describe your issue in detail.

**5. Submit**

Attach any relevant files and click **Submit**.

You may also email `support@digitalfyre.com` from the address linked to your account — this automatically creates a ticket under your profile.

> [!NOTE]
>
> All clients can open, view, and reply to tickets 24/7 through the portal.

## Priority Levels & Response SLA

| Priority | When to Use | Typical Response |
| - | - | - |
| **Low** | General questions, feature requests, non-urgent issues | Within 24–48 hours |
| **Medium** | Service is impacting some users, with non-critical technical issues | Within 12–24 hours |
| **High** | Service is completely down, security issues, and critical functionality is broken | Within 4–8 hours |

> [!WARNING]
>
> Use High priority only for genuine emergencies. Incorrect priority levels may delay your ticket.

## Ticket Statuses

| Status | Meaning |
| - | - |
| **Open** | Newly created, awaiting first response |
| **Awaiting Reply** | Waiting for your response |
| **In Progress** | Being worked on by support |
| **On Hold** | Waiting for an external factor |
| **Closed** | Issue resolved |

## Writing an Effective Ticket

A clear, detailed ticket helps us resolve issues faster and reduces the need for follow-up questions.

**Subject line** — Be specific:

* Good: `VPS CPU spikes since yesterday after upgrading PHP to 8.2`
* Not ideal: `Help` or `Problem`

**Description** — Include:

* What is happening and what you expected to happen
* When the issue started
* Steps taken prior to the problem appearing
* Any troubleshooting you have already tried

**Technical details** — Where applicable:

* Service type (VPS, Bare Metal, Web Hosting, domain, etc.)
* IP addresses, hostnames, or domains involved
* Error messages (copied as plain text when possible)
* Steps to reproduce the issue
* Screenshots or log excerpts

**For billing, abuse, or legal matters** — Attach supporting documentation (PDFs, invoices, headers, logs, etc.).

## Sensitive Information

> [!WARNING]
>
> Never include passwords, private keys, or sensitive login credentials in the ticket body. Ticket messages are stored as plain text.

Each ticket includes a **Sensitive Data** tab for securely sharing credentials with the support team. See [Sharing Sensitive Data](/support/sharing-sensitive-data) for details.


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