Our support team is here to help you resolve any issues with your SimplisticNode services. To ensure we can assist you as quickly and effectively as possible, here is how to get in touch and what information to include.
How to Contact Us
Support Tickets: The preferred method of contact. Log in to your Client Dashboard and navigate to the Support section to open a new ticket. Tickets are tracked, prioritised, and ensure nothing gets lost.
Discord: Join our Discord community for real-time help and discussion. This is a great option for quick questions or community support.
Email: You can also reach us by email. Your support email address is provided in your welcome email and on our website.
What to Include in Your Ticket
The more relevant information you provide upfront, the faster we can resolve your issue. Here is what to include:
Service details: Which service is affected? Include the service name, server ID, or domain name so we can quickly identify it.
Description of the issue: Describe what is happening, what you expected to happen, and when the problem started.
Steps to reproduce: If the issue is reproducible, list the steps. This helps us see the problem firsthand.
Error messages and logs: Include any error messages from the console, control panel, or log files. Screenshots are helpful too.
What you have already tried: Let us know what troubleshooting steps you have taken so we do not repeat them.
Warning: For billing and account-related requests (refunds, cancellations, ownership changes), always open a ticket from the account associated with the service. We cannot make changes based on requests from unverified sources.
Response Times
We aim to respond to all support tickets as quickly as possible. Response times may vary depending on ticket volume and the complexity of the issue, but we prioritise urgent matters such as service outages and security concerns.