Contact and route your request

Send your request to the right support channel

For configuration, node, billing, and team deployment questions before ordering, send us an email. For existing orders involving connection issues, machine status, billing, or account actions, submit a console ticket so your order and support history stay linked.

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2
Official support channels
5
Request routing paths
1
Shared support inbox
Request routing

First, identify your request type

Choosing the right channel reduces back-and-forth over order, node, and reproduction details.

Configuration consulting Machine type, term, node, and add-ons
Send an email
Connection support SSH, graphical interface, keys, and connection interruptions
Console ticket
Billing questions Order amount, payment status, and rental-term verification
Console ticket
Security report Suspicious access, credential risks, and impact scope
Send an email
Team deployment Multiple nodes, runner orchestration, and migration planning
Send an email

Standard emails receive an initial review within 1 business day. For urgent connection issues on existing orders, submit a console ticket and follow the status shown on the ticket page.

Structured email

Generate a complete consultation email

This form does not submit data to the website. When completed, it opens your device’s mail app and organizes the fields into a draft addressed to support@vmkeep.com.

Pre-sales and non-order inquiries

Request details

If your issue involves an order, machine, or billing, use a console ticket instead so the necessary order context is included.

Contact information

Request type
Target node region
Target configuration
Estimated rental term

Describe your request

Response times

Different requests follow different response schedules

An initial response does not mean the issue is resolved. Complex migrations, build pipelines, and model compatibility issues may require additional environment details or staged validation.

1 business day

Configuration and billing inquiries

For machine selection, node availability, rental terms, storage expansion, and payment-method verification. We will prioritize available options, clear limitations, and next steps in our reply.

Follow the ticket status

Order and connection support

Submit tickets for existing orders through the console. Machine, rental-term, and billing context is linked to the ticket, and the console provides the current status.

Initial review within 4 hours

Security risk reports

Include the time of occurrence, node region, impact scope, reproduction process, and sanitized evidence. The initial review determines the risk scope first, then confirms whether more information is needed.

2 business days

Team deployment planning

Provide the number of runners, concurrent jobs, model size, target region, expected rental term, and migration constraints so we can recommend an actionable configuration.

Orders and billing

The console handles order context; email handles configuration discussions

The two channels serve different purposes. Requests tied to an existing order belong in the console, while pre-order technical requirements and deployment planning can be discussed by email.

Console access

View machines, rental terms, orders, and account actions. Submit connection and billing issues from the relevant order instead of pasting the full order details into an email.

Open the console

Support inbox

support@vmkeep.com is for pre-sales configurations, team deployment, security reports, and non-order inquiries. Put the request type in the subject and include the target node, configuration, and rental term in the message.

Send an email directly
Payment methods USDT-TRC20
Cards Visa / Mastercard / Amex via Stripe
Settlement currency US dollars (USD)

The console determines which gateways are currently available. For billing questions, provide the target machine type, rental term, and add-ons. Do not send a full card number or payment credentials.

Information boundaries

Send only what is necessary to troubleshoot

The support team needs enough reproduction context, but not secrets that could provide direct access to your account, repositories, or machines.

You can provide

Sanitized troubleshooting context

  • Order number, node region, machine type, and rental term
  • Time of occurrence, time zone, steps taken, and expected result
  • Error codes, failed commands, and relevant log excerpts
  • Dependency versions, Xcode version, and build task name
  • Model name, quantization method, peak memory usage, and listening port
Do not submit

Credentials that could grant direct access

  • Account passwords, one-time codes, or recovery information
  • SSH private keys, access tokens, and repository keys
  • Signing certificate contents, certificate passwords, or configuration secrets
  • Complete payment credentials or private cryptocurrency wallet information
  • Unsanitized customer data, private model data, or business logs
Not sure whether it is sensitive?

Send an error summary first, then add details if requested

Your first email only needs to describe the symptoms, environment, and reproduction path. If further verification is needed, the support team will specify which fields to add and how to sanitize them.

Start configuring

Requirements clear? Choose your machine type, node, and rental term

Choose from three Apple Silicon physical machines with exclusive access, available for daily, weekly, monthly, or quarterly rental. Actual availability is shown in real time in the console.

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