Overview
If something is not working, ALYPOD offers several ways to get help. This article explains each channel, what to include in a request, and typical response times so you know what to expect.
Support channels
- Support tickets — the primary channel. Open one from account.alypod.com → Support → Open Ticket. Best for account, billing and infrastructure issues.
- Email — you can also email the support address listed in your account; a ticket is created automatically.
- Knowledge base — this help centre covers the most common tasks and fixes.
- Status page — check for platform incidents before opening a ticket about connectivity.
Information to include
- Your account email and the affected Pod's hostname or IP.
- A clear description of the problem and when it started.
- The exact error message, with relevant log lines.
- Steps you already tried.
- Whether the issue is reproducible.
Useful diagnostics to attach:
bash
uptime
df -h
free -m
systemctl --failed
journalctl -p err -b --no-pager | tail -n 50
Response times
- General tickets: typically within a few hours during business hours.
- Billing: handled during business hours; allow one business day.
- Critical outages: flagged as urgent are prioritised. Mark a ticket urgent only for genuine service-down situations.
Response times are targets, not guarantees, and do not apply to managed software you installed yourself.
Troubleshooting
- Problem: No reply yet. Solution: Add new information to the existing ticket rather than opening a duplicate; duplicates can slow handling.
- Problem: Suspected platform-wide issue. Solution: Check the status page first.
Related articles
- [Understanding your ALYPOD dashboard]
- [Creating your ALYPOD account]
