> ## Documentation Index
> Fetch the complete documentation index at: https://docs.digitalfyre.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Getting Support

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).

## Departments

<CardGroup cols={2}>
  <Card title="Enterprise Support" icon="star">
    Dedicated assistance for Enterprise clients, including tailored, white-glove support and priority case handling.

    **Hours:** <Badge color="green">24/7, all year</Badge> <Badge color="purple">Enhanced SLA</Badge>

    **Contact:** <Badge color="purple">Portal only</Badge>
  </Card>

  <Card title="Technical Support" icon="wrench">
    Assistance with hosting, servers, websites, control panels, and all technical issues.

    **Hours:** <Badge color="green">24/7, all year</Badge>

    **Contact:** <Badge color="blue">[support@digitalfyre.com](mailto:support@digitalfyre.com)</Badge>
  </Card>

  <Card title="Billing & Payments" icon="credit-card">
    Questions about invoices, payments, balances, refunds, or billing changes.

    **Hours:** <Badge color="yellow">Mon–Fri, 9:00 AM–6:00 PM ET</Badge>

    **Contact:** <Badge color="blue">[billing@digitalfyre.com](mailto:billing@digitalfyre.com)</Badge>
  </Card>

  <Card title="Sales & Upgrades" icon="chart-line">
    Help selecting the right plan, upgrading services, or general product questions.

    **Hours:** <Badge color="yellow">Mon–Fri, 9:00 AM–6:00 PM ET</Badge>

    **Contact:** <Badge color="blue">[sales@digitalfyre.com](mailto:sales@digitalfyre.com)</Badge>
  </Card>

  <Card title="Abuse & Security" icon="shield">
    Report phishing, spam, malware, attacks, or other security-related concerns.

    **Hours:** <Badge color="yellow">Mon–Fri, 9:00 AM–6:00 PM ET</Badge>

    **Contact:** <Badge color="blue">[abuse@digitalfyre.com](mailto:abuse@digitalfyre.com)</Badge>
  </Card>

  <Card title="Network Operations" icon="network-wired">
    Investigate latency, packet loss, routing anomalies, connectivity issues, or network events.

    **Hours:** <Badge color="yellow">Mon–Fri, 9:00 AM–6:00 PM ET</Badge>

    **Contact:** <Badge color="blue">[noc@digitalfyre.com](mailto:noc@digitalfyre.com)</Badge>
  </Card>
</CardGroup>

<Info>
  Department response times vary based on urgency, nature of the request, and business hours.
</Info>

## Opening a Ticket

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

<Steps>
  <Step title="Log In">
    Log in to `console.digitalfyre.com`.
  </Step>

  <Step title="Navigate to Support">
    Click **Support** → **Open Ticket** in the main menu.
  </Step>

  <Step title="Select a Department">
    Choose the appropriate department based on your request type.
  </Step>

  <Step title="Fill Out the Form">
    Set a priority level, write a clear subject line, and describe your issue in detail.
  </Step>

  <Step title="Submit">
    Attach any relevant files and click **Submit**.
  </Step>
</Steps>

You may also email `support@digitalfyre.com` from the address linked to your account — this automatically creates a ticket under your profile.

<Info>
  All clients can open, view, and reply to tickets 24/7 through the portal.
</Info>

## Priority Levels & Response SLA

| Priority   | When to Use                                                                       | Typical Response   |
| ---------- | --------------------------------------------------------------------------------- | ------------------ |
| **Low**    | General questions, feature requests, non-urgent issues                            | Within 24–48 hours |
| **Medium** | Service is impacting some users, with non-critical technical issues               | Within 12–24 hours |
| **High**   | Service is completely down, security issues, and critical functionality is broken | Within 4–8 hours   |

<Warning>
  Use High priority only for genuine emergencies. Incorrect priority levels may delay your ticket.
</Warning>

## Ticket Statuses

| Status             | Meaning                                |
| ------------------ | -------------------------------------- |
| **Open**           | Newly created, awaiting first response |
| **Awaiting Reply** | Waiting for your response              |
| **In Progress**    | Being worked on by support             |
| **On Hold**        | Waiting for an external factor         |
| **Closed**         | Issue resolved                         |

## 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.).

## Sensitive Information

<Warning>
  Never include passwords, private keys, or sensitive login credentials in the ticket body. Ticket messages are stored as plain text.
</Warning>

Each ticket includes a **Sensitive Data** tab for securely sharing credentials with the support team. See [Sharing Sensitive Data](/support/sharing-sensitive-data) for details.