The simplest solution is to add them in the support ticket via our secure web interface. For additional security, we have also added a checkbox labeled Contains Sensitive Information which prevents the text being sent in your ticket note from appearing in any plain text emails - you and your team members must sign in to the customer dashboard to view the message.
You are also free to change the credentials after we are done assisting you.
If you are uncomfortable leaving that information available in an archived ticket (we can’t erase them), there are web services that can provide one-time, password-protected links to your sensitive text. Below are just a few of the options:
When your request for support is beyond the scope of what MacStadium provides, we recommend getting in touch with one of our suggested IT partners. They all are familiar with MacStadium and Macminicolo products.
- Monitoring via LogicMonitor, which can open support tickets automatically
- Remote hands and basic support (primarily for host-level issues)
- Shift manager to triage, evaluate severity, and escalate issues
- Response time is typically less than 5 minutes
- Additionally, our engineering team has 24/5 coverage for cloud customers
If you typically work with an Account Manager, it is ideal to reach out directly and have them quote prices, kick off the request, etc.
If you do not work with an Account Manager or have a very simple request where you're already aware of pricing, you can open a ticket via the customer portal for:
- Firewall upgrades
- Host additions
- Storage LUN expansions
- Additional IP addresses
- Notification on performance issues
If your Mac locks up or becomes unavailable, you should first use the Power Management ‘Hard Reboot’ feature included with every dedicated server subscription at MacStadium via your control panel. Click a subscription, then click the Actions button, then Hard Reboot.
By clicking this button, a signal is sent to an APC-switched PDU power outlet dedicated to your Mac in our data center. The APC PDU will drop power for a few seconds and then restore power. Read this tutorial for more information about rebooting and scheduling a daily self-power via operating system settings.
MacStadium provides free live chat, email and phone support 24x7x365. Our free remote hands service is available 24x7x365 without hidden fees. Refer to this article for more details about what services are provided.
Updated over 3 years ago