Joyent

Support

Quick List

Knowledge Base

Feel free to peruse or contribute. It’s a community thing.

Forums

Another option is to ask on our support forum, where chances are good there’s someone who’s able to lend a hand.

We recommend you check here to see if your question has been answered yet, and if not, put it out there and we are sure the fine folks there will get you an answer.

Server Status

Server acting a little goofy? Check the status page for updates as as odds are good we are already be aware of the problem. If it hasn’t been reported yet, please submit a ticket and we will get on it pronto.

Support Guidelines

As a general rule, the formal support system is reserved for letting us know when we need to take action on your behalf, and are actions that you wouldn’t be able to accomplish otherwise.

These include:

  • Billing issues
  • Privacy issues
  • Account upgrades and downgrades
  • Dedicated IP addresses and SSL certificates

These are perfectly acceptable reasons to submit a ticket, as is letting us know when something we offer is broken.

There are thousands of applications that can run on Joyent, and we cannot possibly debug them all. If you’re having trouble with software you’re trying to run, you should, after some rudimentary googling, and after visiting our knowledgebase, check with the developer to see what debugging options are available. Another option is to ask on our support forums, where chances are good there’s someone who’s experienced similar difficulty. If you can establish with certainty that something is broken at our end (eg, a missing library or a buggy version of core server software; which honestly is a rarity), then feel free to submit a ticket.

If you’re actively developing or deploying a custom application at Joyent, as much we’d like to help, the Joyent system administrators simply can’t be freely available to debug either your applications or deployments.

However, there are a range of professional services and support plans for people and companies that require it. Please contact us with your specific needs.

Submitting a Ticket

Joyent’s native tongue is English, so we ask that all support tickets be handled in English (for now at least).

If you can establish with certainty that something is broken at our end (eg, a missing library that we support or a buggy version of core server software; which honestly is a rarity), then feel free to fill out a support ticket. And don’t let the name ‘TextDrive Support’ fool you – this is the place to go for Connector, BingoDisk AND Joyent (formerly TextDrive) Support issues. We will be moving this into the Joyent website shortly, so bear with us during the process.

When in doubt, please contact Support with questions. If the issue is not covered by Support, a Support Agent will direct you to the appropriate resource.

Emergency Accelerator Support Hotline (“Batphone”) Policy

As a Joyent Accelerator customer (‘L’ and above), you have access to a dedicated emergency support phone line. This emergency support line is only for connectivity and hardware related issues with your Accelerator such as the following: you cannot SSH into your Accelerator; you cannot access your NAS disk attached to your Accelerator; your system is not responding at all, etc. Please do not use the emergency support line for system configuration support.

The support line connects you directly to our “on call” Solaris sysadmin. You will either get directly through to our sysadmin or be able to leave a message with your issue and a call back number. We will call you back within 30 minutes of leaving a message.

Call us for this:

  • My site is not responding to browser requests, pings, or ssh logins. I can’t even reach my box to see what is going on.
  • I can’t access any of the files on my networked attached storage /home directory.

Please refrain from calling us for this:

  • I changed my apache configuration and now cannot serve pages from my system.
  • I keep getting runaway mongrel processes on my system.
  • I can’t figure out how to configure postfix on my box.
  • I need to add a new IP address (or SSL certificate or …) for my system.

For non-emergency support issues please use our online support ticket submission process or the forum dedicated to Accelerators

And even though we appreciate the sentiment, please don’t call just to say, “You guys rock, my container is wicked fast!”

Services and Additional Support

There are a range of professional services and support plans for people and companies that require assistance with debugging and/or deploying your applications such as:

Pre-Sales Information

Looking for a little more information or need to ask questions regarding our products and services? Please shoot an email to sales [at] joyent [dot] com.

Feature Request

Got an idea or a request for new features or would you like to suggest modifications to existing features? Send an email to support [at] joyent [dot] com. We use the information to improve our products and services so your comments, suggestions, and ideas for improvements are very important to us. We appreciate you taking the time to send us this information.