How to Open a Support Ticket

A complete ticket gets resolved much faster. This guide tells you what to include for every type of problem.

Whatever the problem, always include:

• Server ID (visible in client panel or VirtFusion)
• Server IP
• Operating system (Ubuntu 22.04, Windows Server 2022, etc.)
• Since when problem occurs (approximate date and time)
• What you tried to fix it

• Server IP
• Result of: ping <IP>
• Result of: traceroute <IP> (Linux/Mac) or tracert <IP> (Windows)
• Last successful access (when?)
• Status in VirtFusion (Online/Offline?)
• Did you modify firewall or iptables recently?

Quick commands to paste in ticket:

echo "=== CPU/RAM ===" && top -bn1 | head -20
echo "=== MEMORY ===" && free -h
echo "=== DISK ===" && df -h
echo "=== UPTIME ===" && uptime

• Output of: top -bn1 | head -20
• Output of: free -h
• Output of: df -h
• Output of: vmstat 1 5
• Any suspicious process if visible
• Since when is machine slow?

• Exact error message (copy text, not screenshot)
• SSH port in use (22 or custom)
• Auth type (password or key)
• Output from client: ssh -vvv user@IP 2>&1 | tail -30
• Did you modify /etc/ssh/sshd_config recently?
• Fail2ban active? (sudo fail2ban-client status sshd)

• Domain and complete URL
• HTTP error code (404, 500, 502, 503...)
• Output of: sudo nginx -t (or apache2ctl configtest)
• Last error log lines:
• Problem on all sites or just one?

• Windows Server version (2019/2022/2025)
• Exact error message (screenshot or text)
• Event Viewer > Windows Logs > Application/System: recent errors
• RDP port in use (3389 or custom)
• Last successful RDP access

Guide: DDoS: Analysis and Dump to capture dump.

• Server IP under attack
• Since when (exact time)
• Traffic type if known (UDP flood, SYN flood, HTTP...)
• Output of: ss -s
• Top attacking IPs (see DDoS dump guide)
• .pcap file if available (even 30-60 seconds)

• Account email
• Order number or service ID
• Screenshot of error in client panel

• Don't open multiple tickets for same problem: slows down queue
• Don't write just "doesn't work" without details
• Don't attach only terminal screenshots: copy text (it's searchable)
• Don't wait days before opening ticket: report sooner, fix sooner

Tickets are handled by priority:

For urgent problems, clearly indicate in ticket subject: [URGENT] Server Unreachable.