Joyent offers several levels of support.

In this page:

Information needed when contacting Support

When contacting Joyent support it is very helpful that you have this information available.

This information is vital for Joyent Engineers to assist you quickly:

IP address of system:

We need to know which system you are having an issue with.

Please make sure you give us the IP, hostname or UUID of your system so that we can log into it.

Description of the issue:

Give a full very verbose description of the issue you are having with your system. Include information of what services are not working and exactly what you are doing.Then more information the better.

Vague statements like "It is broke or System is down" are not helpful and honestly frustrating.

Instead please say some thing like "Webserver for www.foo.com is not serving pages and I am unable to ping the IP ( 123.456.123.456 ) from my home office workstation."

Changes made to your system:

Please let us know if you have made any changes to your system.

This includes package updates, new version of application code applied, changes to configuration files and anything else that may have changed.

Monitoring information:

You really should have monitoring and alerting enabled for your application and servers.

Not only does monitoring assist you with capacity planning, but, when issues happen you can provide Joyent support with access to your monitoring so that we can quickly assist you.

If you do not have monitoring and alerting for you systems please install our free partner agents on your systems now - more infoSend support screen captures of the alerts that you are getting from your systems.

Traceroute from your workstation to your Joyent host:

If you are having a network issue from your workstation to your server, please send up the output of traceroute.

This helps us see if there is a network issue and where is may exist

Email

Sending an email to support@joyent.com is the best way to get help

This allows you to attache files and provide the above information we need to assist you

When sending in a request that requires Joyent to modify your account, you will need to send this email from an authorized email address.

If we can not verify that you are authorized for an account we will have to email you back ( causing a delay ) to assist you. It is always best to send request from an authorized email account for fastest service.

Web

Fill out form at help.joyent.com

If you have access to your email, please send an email to support@joyent.com

The reasons are that we can verify your identity from an email that you send us and you can easily attach files from the above.

We have the Web form as a back up to contact Joyent support in the event that you can not send us email.

If you need to use the Web form, please send us as much information as you can about the issues that you are having

Phone

Extended support contract needed

Contact sales@joyent.com for more information about getting an extended support contract.