Existing customers: use the dashboard ticket system — order number and instance ID are automatically linked, and delivery progress can be tracked in the same place. Pre-sales and business inquiries can go via email; for self-service issues, check the help center first.
Sign in and go to the dashboard, create a ticket and select the appropriate category. From the "My Machines" page you can also quickly file a ticket for a specific instance — context is automatically included.
Sign in with the email used to order; guest orders can be merged into your account by signing in with the same browser.
Provisioning progress, connection issues, billing questions — each has a dedicated entry for routing to the right queue.
Replies stay in the ticket thread for easy handoff; confirm closure on the same page once the issue is resolved.
For existing customers: delivery queue, remote connection failures, instance operations, renewals and refunds — including your order number significantly speeds up resolution.
Choosing the right channel reduces back-and-forth.
| Scenario | Description | Recommended channel | Please include |
|---|---|---|---|
| Provisioning & delivery | Waiting for hardware setup after payment, checking queue progress, or requesting a region/config change | Ticket | Order number and selected configuration |
| Connection & technical issues | SSH/VNC unreachable, system anomalies, need a reboot, or help troubleshooting | Ticket | Instance ID and error screenshots |
| Billing, renewals & refunds | Payment questions, invoice requests, subscription changes, or refund requests under the terms | Ticket | See Terms of Service |
| Pre-sales & business inquiries | Not yet ordered, need bulk purchasing, custom solutions, or partner/reseller discussions | support@zekvps.com |
Tickets cover most post-sales scenarios; the options below suit situations where you are not signed in or prefer to explore on your own.
General inquiries, business cooperation, and contact when you cannot sign in. Please state your intent, company, and preferred reply method.
support@zekvps.comIf related to an existing order, include the order number; for purely technical issues, tickets are still recommended to link the instance context.
Connection steps, dashboard guide, billing cycles, and common troubleshooting are documented — most questions do not require waiting for a human reply.
Browse help docsDocs and the pricing page cross-reference the Terms of Service; order and ticket records are the final authority.
Providing everything upfront reduces follow-up questions; for urgent issues, state "URGENT" in the subject or first line.
Registered email, order number, or instance ID (copy from dashboard)
What you did, expected result, and actual outcome
Terminal output, VNC display, or browser console errors
Cross-border teams: please state your timezone to help schedule follow-ups
More operation guides at Help Center; plan details subject to pricing page and order.
Pre-sales and business inquiries can be sent by email; delivery and technical support for existing customers should go through tickets to link instances and history.
General inquiries receive a first reply within 24 business hours; urgent-flagged issue tickets are prioritized in the queue, subject to actual queue size.
Currently tickets and email are the primary channels — context is preserved and routing is cleaner. For complex issues, we will coordinate further communication methods within the ticket.
Yes. Tickets and email both support English; just note your preferred language in the first message.
Include your order number and reproduction steps — we will locate it faster.