Ticket
Activation & delivery
Waiting for machine setup after payment, want queue status, or need to change data center configuration.
Include order number & selected config
客户支持
把问题描述清楚，
我们更快帮你定位
已购用户请优先走Console ticket，订单号与实例 ID 会自动关联；售前与商务可发邮件，常见问题也可先查帮助中心。
Console ticket
First choice for existing customers. Delivery, connection, billing & instance issues — your order number is linked automatically and progress is trackable.
Go to DashboardPre-sales inquiries, business partnerships, and contact when you can't log in. Please state your purpose and preferred reply method.
support@kvmkit.comHelp Center
Connection steps, console guidance, billing cycles, and common troubleshooting are all documented — most questions don't need human support.
Browse help docsTicket · General inquiry
Within 24h on business days
Ticket · Marked urgent
Priority queue
Email · Pre-sales / business
1–2 business days
8 languages supported
Tickets and email are both available in the languages below. Just note your preferred language in your first message.
- 简体中文
- 繁體中文
- English
- 日本語
- 한국어
- Deutsch
- Français
- Русский
Service hours are primarily business days. Holidays and data center maintenance windows may cause delays — delivery queue status is reflected in the dashboard.
Best path
Submit a ticket in the console with all the info up front
After logging in, go to the dashboard and create a new ticket, selecting the appropriate category. You can also submit a ticket directly from the 'My Machines' page for a specific instance — context is carried over automatically.
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1
Log in to Dashboard
Log in with your order email. Guest orders can be merged by logging in with the same browser.
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2
Create & select category
Separate inboxes for activation progress, connection issues, billing questions, etc. ensure routing to the right queue.
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3
Follow up & resolve
Replies stay in the ticket thread for easy team handover. Confirm resolution in the same page when done.
Route by scenario
Different needs, different channels
The right channel means fewer follow-up requests. The table below shows recommended paths for common situations.
Ticket
Connection & technical issues
SSH / VNC not connecting, system error, need restart or troubleshooting assistance.
Include instance ID & error screenshot
Ticket
Billing, renewal & refunds
Charge questions, invoice needs, subscription changes, or refund requests per terms.
Details atTerms of Service
Email
Pre-sales & business
Not yet a customer, need bulk pricing, custom solutions, or partnership discussions.
support@kvmkit.com
Improve efficiency
Before reaching out — have this info ready
Providing everything upfront saves a round of follow-ups. For urgent issues, include 'Urgent' in the subject or first sentence.
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Account & order Registered email, order number or instance ID (copy from console)
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Reproduction steps What you did, expected outcome, and actual behavior
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Errors & screenshots Terminal output, VNC screenshot, or browser console error
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Timezone & availability For cross-timezone teams, include your timezone to help schedule follow-up
Common questions
Things people frequently ask about support
More instructions are in theHelp Center; plan details follow the pricing page and order.
Do I have to be logged in to get help?
Pre-sales and business inquiries can be emailed. For delivery and technical support for purchased services, use the ticket system to link your instance and history.
How long until my ticket gets a reply?
General inquiries receive a first reply within 24 business hours. Urgent fault tickets are prioritized — actual timing depends on the queue.
Is there phone or live chat support?
Currently tickets and email are the primary channels — they preserve context and allow proper routing. For complex issues we'll arrange further communication within the ticket.
Can I communicate in other languages?
Yes. Tickets and email support Simplified Chinese, Traditional Chinese, English, 日本語, 한국어, Deutsch, Français, and Русский. Just note your preferred language in the first message.
Related links
Ready to describe your issue?
Include your order number and reproduction steps — we'll locate the problem faster.