Support Hours

We like (or at least say we like) to work ‘sane’ hours which are typically 8am PST to 6pm PST, Monday through Friday, exclusive of the following U.S. holidays:

• New Year’s Day
• Martin Luther King, Jr. Day
• President’s Day
• Nationally recognized day of Good Friday
• Memorial Day
• Independence Day (US)
• Labor Day
• Thanksgiving Day
• Day after Thanksgiving
• Christmas Day

Guidelines for Submitting a Support Ticket

As a general rule, this ticket system is reserved for letting us know when we need to take action on your behalf or if you are having problems using Joyent services and can’t find answers on our site or knowledge base. Remember, you can change your service type, billing information, and contact information at customer.joyent.com.

We try to immediately respond and fix any issues or problems that you might be having, but to provide you with that level of support, we need a detailed but succinct description of what you’re experiencing.

Here’s a less than helpful example:

Subject: Help!

I can’t add a user, help! We are on a deadline!

And here is an improved version:

Subject: Can’t add a new user to my account

Hi! I’m trying to add a user and seem to be having a problem.

I clicked on the ‘people’ tab, filled in the form to add a contact, gave this contact a username and password, and clicked save, but all I got was a blank screen. I tried to add ‘bob’ again, and I saw the same blank screen.

My joyent.net sub-domain/username is ‘fred.joyent.net’ with username ‘fred’. I’m not sure if it helps, but I’m using Firefox as my browser.

I’d really appreciate you guys taking a look ASAP.

Thanks, Fred Smith.

If a Service is Down

Our System Administrators have automatically been alerted, so there's no need to file a support ticket. Please check the status weblog for updates, and hold tight: we're working on it!

If You Still Need Us

You can submit a ticket requesting assistance.