Support

A UNIQUE DIY SUPPORT MODEL

OK, SO HERE'S THE DEAL

We offer services for DEVELOPERS by DEVELOPERS and as such, our support model is a bit unique.

In short, we'll keep the infrastructure up and running 100% of the time, but when it comes to anything else - it'll most likely be up to you to take care of. This approach keeps the costs low for those who absolutely know how to manage their own systems.

Developers tend to be people familiar with running web servers, MySQL databases, etc. so this really does not represent a problem for most of our customers. For those who do not wish to bother with root access and doing everything from scratch (as is usually the case with vRocket VPS's), we also offer cPanel Shared Hosting which is an absolute breeze to use as it comes with an awesome Control Panel, and everything is point and click.

HOW ABOUT SOME EXAMPLES

Customer:
I need help installing Full LAMP Environment (Apache, PHP, MySQL) on my Ubuntu VPS.

vRocket Response:
Howdy, we cannot personally assist with this due to our DIY Support Model, however, here's a good guide: click here.

Customer:
I want to use SmartOS as it is ridiculously fast, but I do not know how as it is Unix, and not Linux.

vRocket Response:
Well, Unix and Linux are not all that different, however, we do have a whole Docs / How-To website dedicated to all things SmartOS. Check it out here: docs.vRocket.io. For example, here's How to Install Nginx and PHP on SmartOS, and some info on Basic SmartOS CLI Commands.

Customer:
My database server worked, and now my application cannot connect to it. I can ping it from my web server.

vRocket Response:
Hi. There could be many reasons for this. If your VPS is up and running and you can open a console to it, then everything should be OK from our end. Maybe it just needs to be rebooted. As you know, we sadly cannot go further into troubleshooting this with you as we operate on a DIY Support Model.

Customer:
My website seems down and I cannot ping it either. All I did was reboot.

vRocket Response:
We just checked our infrastructure and everything is up and running. Consoling into your VPS showed us a message that you need to provide a password so that Apache may load your SSL cert. We'd recommend doing that, after which it'll all probably just come back on-line.

HOW DO I OPEN A TICKET

That's quite easy. Email us at support [ at ] virtualRocket.io from an email account matching the one on your vRocket Customer Account and a ticket will be automatically opened. If you're not a customer, or just wish to contact us from our web site, head to our Contact Us page.

You can also use the main vRocket Billing & Support Portal @ my.vRocket.io and open a ticket right from there.