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DigitalFyre provides support 365 days a year, including weekends and U.S. holidays. While technical support is available around the clock, other departments operate during standard U.S. Eastern Time business hours (Monday–Friday, excluding holidays).

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Departments

Enterprise Support

Dedicated assistance for Enterprise clients, including tailored, white-glove support and priority case handling.Hours: 24/7, all year Enhanced SLAContact: Portal only

Technical Support

Assistance with hosting, servers, websites, control panels, and all technical issues.Hours: 24/7, all yearContact: support@digitalfyre.com

Billing & Payments

Questions about invoices, payments, balances, refunds, or billing changes.Hours: Mon–Fri, 9:00 AM–6:00 PM ETContact: billing@digitalfyre.com

Sales & Upgrades

Help selecting the right plan, upgrading services, or general product questions.Hours: Mon–Fri, 9:00 AM–6:00 PM ETContact: sales@digitalfyre.com

Abuse & Security

Report phishing, spam, malware, attacks, or other security-related concerns.Hours: Mon–Fri, 9:00 AM–6:00 PM ETContact: abuse@digitalfyre.com

Network Operations

Investigate latency, packet loss, routing anomalies, connectivity issues, or network events.Hours: Mon–Fri, 9:00 AM–6:00 PM ETContact: noc@digitalfyre.com
Department response times vary based on urgency, nature of the request, and business hours.

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Opening a Ticket

The DigitalFyre Client Portal is the best way to request support if you have an account with us.
1

Log In

Log in to console.digitalfyre.com.
2

Navigate to Support

Click Support → Open Ticket in the main menu.
3

Select a Department

Choose the appropriate department based on your request type.
4

Fill Out the Form

Set a priority level, write a clear subject line, and describe your issue in detail.
5

Submit

Attach any relevant files and click Submit.
You may also email support@digitalfyre.com from the address linked to your account — this automatically creates a ticket under your profile.
All clients can open, view, and reply to tickets 24/7 through the portal.

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Priority Levels & Response SLA

Use High priority only for genuine emergencies. Incorrect priority levels may delay your ticket.

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Ticket Statuses

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Writing an Effective Ticket

A clear, detailed ticket helps us resolve issues faster and reduces the need for follow-up questions. Subject line — Be specific:
  • Good: VPS CPU spikes since yesterday after upgrading PHP to 8.2
  • Not ideal: Help or Problem
Description — Include:
  • What is happening and what you expected to happen
  • When the issue started
  • Steps taken prior to the problem appearing
  • Any troubleshooting you have already tried
Technical details — Where applicable:
  • Service type (VPS, Bare Metal, Web Hosting, domain, etc.)
  • IP addresses, hostnames, or domains involved
  • Error messages (copied as plain text when possible)
  • Steps to reproduce the issue
  • Screenshots or log excerpts
For billing, abuse, or legal matters — Attach supporting documentation (PDFs, invoices, headers, logs, etc.).

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Sensitive Information

Never include passwords, private keys, or sensitive login credentials in the ticket body. Ticket messages are stored as plain text.
Each ticket includes a Sensitive Data tab for securely sharing credentials with the support team. See Sharing Sensitive Data for details.