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Get help by opening a support ticket through the client portal. Tickets are the primary support channel for all service-related requests.

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When to Open a Ticket

Use a support ticket for:
  • Technical issues with services
  • Billing questions or disputes
  • Service configuration help
  • Account access problems
  • Service cancellation requests
  • General inquiries
Use direct email or department contact for:
  • Sales questions → sales@digitalfyre.com
  • Abuse reports → abuse@digitalfyre.com
  • Network issues → noc@digitalfyre.com

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Opening a Ticket

1

Log In

Log in to console.digitalfyre.com.
2

Go to Support

Click Support → Open New Ticket in the main menu.
3

Select a Department

DepartmentUse For
Technical SupportServer issues, service configuration, technical errors, performance, security
BillingInvoice questions, payment issues, refund requests, pricing, account credits
Sales & UpgradesPlan selection, upgrades, product questions
Abuse & SecurityPhishing, spam, malware, attacks
4

Set Priority

PriorityUse When
LowGeneral questions, feature requests, non-urgent issues
MediumService is impacting some users, with non-critical technical issues
HighService is completely down, security incidents, and critical functionality is broken
5

Write Your Ticket

Add a clear subject line and detailed description. See Getting Support for tips on writing effective tickets.
6

Attach Files and Submit

Attach screenshots, logs, or supporting documents (max 10 MB per file — .jpg, .png, .gif, .pdf, .txt, .doc, .docx, .log), then click Submit.

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After Submitting

1

Confirmation

You receive a confirmation email with your ticket number.
2

Assignment

The ticket is reviewed and assigned to the appropriate technician.
3

First Response

The support team responds based on your selected priority level.
4

Resolution

The issue is investigated and resolved. You receive email notifications for each reply.
5

Closure

The ticket is closed once resolved. You can reopen it if the issue persists.

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Tracking and Responding

View your tickets at any time via Support → My Tickets. When support replies, log in to the portal and respond directly in the ticket thread. Answer all questions asked, provide any requested information, and confirm once your issue is resolved.

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Reopening a Closed Ticket

If an issue persists after closure, reopen the ticket, click Reopen Ticket, and explain why it still exists, along with any new details.

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Best Practices

Do:
  • One issue per ticket
  • Be specific — include service names, IPs, error messages, and steps to reproduce
  • Attach screenshots of errors
  • Use the correct priority level
  • Update the ticket with new findings
Avoid:
  • Vague descriptions (it's broken)
  • Opening duplicate tickets for the same issue
  • Replying multiple times without new information
  • Setting High priority for non-critical issues

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Ticket Examples

Bad: Vague, no details, nothing to act on.Subject: website brokenMessage: My website isn’t working. Please fix it ASAP.
Good: Clear scope, relevant details, steps already tried.Subject: 500 Internal Server Error on example.com after updating WordPress to 6.5Message: Since updating WordPress to 6.5 this morning around 9:00 AM ET, my site at example.com (hosted on VPS vps-nyc-204, IP 203.0.113.45) is returning a 500 Internal Server Error on all pages.The error log at /var/log/nginx/error.log shows:FastCGI sent in stderr: PHP message: PHP Fatal error: Cannot redeclare stripe_init()I have already deactivated all plugins via FTP and the error persists. WordPress and PHP (8.2) versions are unchanged. The site was working fine before the update.

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Sensitive Information

Never attach files containing passwords, private keys, credit card numbers, or other sensitive credentials. Use the Sensitive Data tab inside the ticket instead.
See Sharing Sensitive Data for the correct process.