Contact

Email

[email protected] reaches the support queue. Use it for pre-sales questions, billing queries, abuse reports and anything you cannot do from inside the portal. If you already have an account, write from the email address on it so we can find you without asking.

Portal tickets

If you are a customer, a ticket in the portal is usually the faster route. Tickets are tied to your account and your services, so we can see which server you mean, its status and its recent history without a round of back-and-forth. You also get a full thread you can refer to later.

Choose the department that matches your issue. A billing question in the technical queue still gets answered, but it takes a detour first.

Write a ticket we can solve on the first reply

Most of the delay in support comes from missing details, not slow replies. Include these and you skip a round trip:

• Which server. Hostname and IPv4 address. If it concerns more than one, list them all.
• What you expected and what happened. "SSH times out from my office since 14:10 BST" is far more useful than "server down".
• When it started, with a timezone, and whether anything changed just before: a reboot, a firewall rule, a package upgrade, a kernel update.
• What you already tried. Reboot? Console? Rescue mode? It saves us suggesting it.
• Evidence. Paste text, not screenshots of text, wherever you can.

For network problems, an mtr report from your side is worth more than any description:

mtr -rwzc 100 203.0.113.10 > mtr-to-server.txt
# and from the server back to you, if SSH or the console works
mtr -rwzc 100 198.51.100.25 > mtr-from-server.txt

For a server that will not boot, open the browser console in the portal first and copy the last lines on screen. Kernel panics and fsck prompts tell us almost everything.

What support covers

FastNode is unmanaged. We are responsible for everything up to the virtual machine: hypervisor health, storage, network, the portal, console and rescue tooling, and your billing. Inside the operating system, the server is yours. We will happily point you at the right guide or tell you what a log line means, but we do not log in and change your configuration.

Examples of what we handle:

• Packet loss or routing problems to or from your server.
• A server stuck in a power state, or a console that will not connect.
• Reverse DNS that does not update, or a port 25 unblock request.
• Invoices, payment failures, plan changes and cancellations.

Before you write

A few problems are faster to fix yourself than to describe. Lost SSH access after a firewall change: open the browser console and revert the rule. A bad /etc/fstab or a kernel that will not boot: start rescue mode and mount the disk. Forgotten root password: reset it from the portal. If none of that works, write to us with what you saw.

Reporting abuse

If a FastNode IP address is attacking, spamming or scanning you, tell us. Email [email protected] with "abuse" and the offending IP in the subject line, and include:

1. The source IP address.
2. Date and time of the activity, with timezone.
3. Evidence: log excerpts, full email headers for spam, or packet captures summarised as text.
4. What you would like to happen, if anything specific.

We investigate every report against the acceptable use policy. We will not share customer details with you, but we will act on the server where the policy has been breached.

Security issues

If you have found a vulnerability in the portal or this website, email [email protected] with "security" in the subject. Give us enough detail to reproduce it and a reasonable window to fix it before you publish. Please do not test against other customers' servers.

Legal details

FastNode is operated by FastNode Ltd, company number {{COMPANY_NUMBER}}. Registered office: {{REGISTERED_ADDRESS}}.

Postal mail to the registered office is for legal correspondence only. It is not monitored as a support channel, so anything time-sensitive should go by email.