Support
Support is the ticket system for anything you cannot do yourself in Flux: hardware issues, IP-block whitelisting, RIR and abuse contact, billing questions, colocation enquiries.
Ticket list
Closed tickets are kept for reference.
Opening a new ticket
Support hours
Regular support hours are Monday to Friday, 8 AM to 4 PM (CET/CEST). Outside these hours and on Norwegian public holidays, replies are best effort, with no SLA. For emergencies, call +47 33 80 88 00; this may be charged by the hour.
When you call, give the support PIN shown on the dashboard so support can confirm who they are talking to. The PIN is personal to your user and changes every day.
The form
SERVICE attaches the ticket to one of your servers.
You can have at most 10 open tickets; beyond that, Create ticket is refused with Maximum number of open tickets reached. You cannot close tickets yourself, so ask support in one of the open tickets to close the ones that are done.
TIP
Include the server ID (in the URL of the server page, for example /server/16420) and exact timestamps. It saves a round-trip with support.
Attachments
You can attach files to a new ticket and to replies. Files upload as soon as you select them.
Limits:
- 20 MB per file.
- 5 files per upload. You can upload several times to one message.
- 25 files per ticket. Files beyond that are silently left off the message.
Accepted types are decided by the file content, not the extension: JPEG, PNG, GIF, WebP, BMP, TIFF, HEIC, PDF, plain text and CSV. JPEG, PNG, GIF, WebP and BMP images are re-encoded, so EXIF and other metadata are stripped from what is stored. Images above 50 megapixels are refused.
Upload was too large to be received. The limit is 20 MB per file. means the whole upload was dropped; retry with fewer or smaller files.
A reply can be just an attachment, without text. A file you remove before sending is deleted from the server after 24 hours.
Opening attachments on a ticket
A file listed as Blocked: <reason> failed the checks above and cannot be opened.
Following up
Support closes the ticket when the case is done.
TIP
Replying to a closed ticket re-opens it. Open a new ticket only for a new topic.