Contact routing
For pre-sales selection and general questions unrelated to an order, send an email. For technical issues, billing questions, or service interruptions involving an existing order, sign in to the console and submit a ticket so the node, instance, and subscription context enter the support queue with your request.
Choose a route
Each request type requires different information. The closer your description is to a reproducible state, the more likely you are to receive clear next steps in the first reply.
You have not ordered yet and need to compare XVM M4 Core with XVM M4 Plus, or confirm whether the node, rental term, and storage expansion fit your workload.
The instance is active, but remote access, the system, builds, networking, or expanded storage is not working as expected. Link the issue to the specific order and node.
When you need to verify the order amount, payment result, renewal status, or billing record, submit a ticket from the relevant order in the console to preserve the transaction context.
For questions about data processing, log retention, security controls, or compliance materials, email us with your organization context and specific review scope.
Pre-sales brief
Pre-sales inquiries do not require irrelevant personal information. Describe only your workload, resource needs, and connection conditions so we can assess the fit of both configurations and all four nodes.
Tell us whether you need iOS or macOS development, CI/CD builds, React Native, Unity iOS packaging, or MLX experiments. List your main tools and task types.
State how many build jobs, development sessions, or experiment processes will run simultaneously, and whether simulators, compilers, and dependency installation will run in parallel.
Tell us roughly how many builds you run each day, how long a typical build lasts, and whether bursts of commits create a build queue.
List candidate nodes from Singapore, Japan (Tokyo), South Korea (Seoul), and Hong Kong, and include your team location and primary network carrier.
Tell us whether you plan to use the service by the day, week, month, or quarter, and whether the work has a defined start and end date. We compare terms against actual usage duration.
Estimate space for code, dependency caches, build artifacts, and experimental models, and indicate whether you are considering a +1TB SSD or +2TB SSD upgrade.
Technical incident
Link the ticket to the affected order. Support can then verify the model, node, subscription term, and instance status without repeatedly requesting basic details by email.
$ order_ref=order reference
$ node=SG | JP | KR | HK
$ occurred_at=timestamp with timezone
$ scope=connection | system | build | network | storage
$ reproduce=shortest reproduction steps
$ evidence=error text and redacted logs
Once the context is complete, the issue can move directly to reproduction and diagnosis.
Include your local carrier, approximate source region, target node, test time, and redacted results from continuous ping and traceroute. A single latency value cannot distinguish local network jitter, route changes, and an issue connecting to the target.
Billing context
All prices and orders are settled in US dollars (USD). Available gateways are determined by the console and are limited to the two methods below.
For the related ticket, provide the order reference, payment amount, transaction reference, and payment time. Do not submit wallet private keys, seed phrases, or any other information that could control assets.
Card payments are processed by Stripe. Provide only the order reference, amount, payment time, and a transaction reference that is safe to share. Do not send the full card number or security code.
Data and compliance
Please send it to support@xcodevm.com. Your email should state who is making the request, how the materials will be used, the review scope, and the target completion date. Do not write only “we need all compliance materials.”
State whether the request concerns access, correction, deletion, or objection to processing, and provide enough information to identify the relevant account or order. Do not copy unrelated business data into the email.
List the control areas to confirm, such as access restrictions, transmission protection, logging, data minimization, or migration arrangements after the rental ends.
State whether the materials are for internal evaluation, vendor onboarding, or contract review, and list the specific questions. If the request relates to an existing order, include the order reference.
Response expectations
The first reply usually confirms the issue scope, provides troubleshooting steps, or requests missing information. Complete context reduces back-and-forth but does not constitute an unverified resolution-time promise.
We aim to send an initial reply within one business day. Complex selection or materials review may require further confirmation of the workload, order relationship, and materials scope.
Service interruption reports receive priority routing through console tickets. State the impact in the subject and immediately include the order, node, time of occurrence, reproduction steps, and redacted evidence.
Submitting the same issue through two channels splits updates across separate records. Issues involving an existing order should stay in a console ticket; general inquiries not linked to an order should use the support email.
Reply directly to the original email or add the information to the original ticket. Identify the time, steps, or log range covered by each addition instead of submitting a new request without context.
Network paths and carriers differ across Singapore, Japan (Tokyo), South Korea (Seoul), and Hong Kong. Without a time zone, support cannot accurately align connection records, build logs, and your test results.
Security boundary
Neither emails nor tickets should contain account passwords, private keys, seed phrases, full payment credentials, production secrets, or unredacted business data. If logs contain access tokens, repository URLs, usernames, internal hostnames, or customer data, replace them with irreversible placeholders first.
Ready to contact
Email us about selection and compliance matters before ordering; submit technical, service interruption, and billing issues for existing orders through the console.