Channels
- Console help desk — the fastest route. Open a ticket at Console → Support, choose a department and priority, attach screenshots or logs. Replies also arrive by email and you can answer from your inbox; every message carries a
[JOY-…]reference so threads stay together. - Email — support@joy.services for customers who cannot log in (lost 2FA device, locked account). Please write from the address on the account.
- Status page — /status for live component health and incidents; status.json for monitors.
- Contact form — at the bottom of this page, for pre-sales questions and anyone without an account.
Response targets
| Priority | Use it for | First response | Hours |
|---|---|---|---|
| Urgent | service down, network unreachable, suspected attack | 15 minutes | 24/7 |
| High | degraded service, failed deployment, billing blocking work | 1 hour | 24/7 |
| Normal | questions, rDNS, extra IPs, configuration help | 4 hours | 24/7 |
| Low | feature requests, feedback, documentation | 24 hours | business days |
Targets are first human response, not resolution. Most Normal tickets are resolved on the first reply; hardware or network problems get a status update at least every hour until fixed.
What we help with
Included
- Anything about the platform: deployments, reinstalls, snapshots, passwords, console access.
- Network: reachability, routing, rDNS, extra IPs, DDoS events, BGP sessions for transit customers.
- Billing: invoices, wallet, refunds under the policy, GST details, payment failures.
- Guidance: which plan or region, how to secure a fresh server, how to use the API.
Managed on request
- Inside the OS: we do not manage your applications by default. Managed operations (patching, monitoring, database care) are available under Enterprise.
- Migrations from another provider — quoted per case, often free for annual plans.
- Architecture reviews for larger deployments — open a Sales ticket and attach a diagram.
Before you open a ticket
- Check the status page — if there is an incident in your region, it is already being worked on and updates are posted there.
- For a server that does not respond, try the noVNC console and a reboot from the server page; include what you saw.
- For connectivity problems, include your source IP, a traceroute or MTR to the server, and the time in UTC.
- For deployments, include the job id shown on the server page or returned by the API.
Self-service first
Most day-to-day tasks never need a ticket: documentation covers first deployment, SSH keys, Windows RDP, DNS and rDNS, snapshots, firewalls and reinstalls; the FAQ covers billing and policy questions; and the API reference documents every endpoint with examples.
Escalation
If a ticket is not moving, reply to it with the word ESCALATE and a manager is paged. For a network-wide emergency, reply to any ticket email with URGENT in the subject — it re-prioritises the ticket automatically.
What happens behind a ticket
Every ticket lands in a shared queue watched by the on-call engineer and the department it was sent to. Urgent tickets page a phone; everything else is picked up in priority order. When the engineer needs to look at your server they do it from the same console you use, and the action — reading credentials, opening the noVNC console, rebooting — is written to the audit log under Account → Security so you can see exactly what was touched and when. Nothing inside your VM is changed without asking first, unless you have explicitly told us to fix it and move on.
Languages and hours
Support is available in English and Hindi around the clock; Bengali, Tamil and Telugu speakers are available during Indian business hours. Sales and Billing work Monday to Saturday, 9:00 AM – 7:00 PM IST, and urgent billing problems (a suspended production server, a failed renewal) are handled 24/7 by the on-call engineer through the ticket queue.
Community
The blog publishes tutorials written on Joy servers, and customers who contribute guides are credited with wallet balance. If you have solved a problem that others will hit, open a ticket to the Content department with your write-up — the team edits, tests and publishes it under your name.