How to Contact CubePath Support

Whether you have a technical issue, a billing question, or a sales inquiry, CubePath offers multiple ways to get in touch with the support team. This guide explains all available contact methods and provides tips on how to write an effective support request to get the fastest resolution.

Table of Contents

• Support Channels Overview
• Opening a Ticket via the Dashboard
• Contacting Support via Email
• Writing an Effective Support Request
• Response Times and Priority Levels
• Common Request Types

Support Channels Overview

CubePath provides three main ways to reach the team:

All channels are monitored by the CubePath team and will generate a tracked ticket in the system.

Opening a Ticket via the Dashboard

The fastest and most organized way to contact support is through the ticket system in your CubePath dashboard. This method links the ticket directly to your account, so the team has immediate access to your service details.

Step-by-Step

1. Log in to your CubePath account at my.cubepath.com.
2. Navigate to Tickets > Create New Ticket.
3. Fill in the ticket form:
   • Subject: A short, descriptive title of your issue (e.g., "Cannot access VPS via SSH" or "Request VPS limit increase").
   • Department: Select the appropriate department (Technical Support, Billing, Sales).
   • Priority: Choose the priority level that matches the urgency of your request.
   • Message: Describe your issue in detail (see tips below).
4. Attach any relevant files if needed (screenshots, logs, error messages).
5. Click Submit.

You will receive a confirmation email with your ticket number. All replies and updates will appear both in your dashboard and via email.

Advantages of Using the Dashboard

• Your ticket is automatically linked to your account and active services.
• The support team can quickly identify your servers, IPs, and configuration.
• You can track the status of all your tickets in one place.
• Full conversation history is preserved and accessible at any time.

Contacting Support via Email

If you cannot access the dashboard or prefer email, you can contact the team directly.

Technical Support

For technical issues, service disruptions, account problems, or general inquiries:

[email protected]

Include your account email or customer ID in the message so the team can locate your account quickly.

Sales Inquiries

For questions about pricing, custom configurations, dedicated server availability, volume discounts, or partnership opportunities:

[email protected]

The sales team can help you choose the right plan for your needs, provide quotes for custom configurations, and discuss enterprise solutions.

Writing an Effective Support Request

A well-written support request helps the team resolve your issue faster. Include the following information when possible:

For Technical Issues

• Server details: Server name, IP address, or hostname.
• What happened: A clear description of the problem.
• When it started: The approximate date and time the issue began.
• Steps to reproduce: If applicable, describe how to trigger the issue.
• What you have already tried: List any troubleshooting steps you have taken.
• Error messages: Copy and paste any error messages, logs, or screenshots.

Example of a Good Technical Request

Subject: VPS cannot be reached via SSH since this morning

Hi, my VPS (IP: 203.0.113.45, hostname: web-prod-01) has been unreachable via SSH since approximately 09:00 UTC today. I can ping the server but the SSH connection times out. I have verified that my local network is working and I have tried connecting from a different machine with the same result. The VPS console in the dashboard shows the server is running. Could you please check if there is a network or firewall issue on your end?

For Billing Requests

• Account email: The email associated with your CubePath account.
• Invoice or transaction ID: If applicable.
• Description: What you need (refund, payment method change, invoice copy, etc.).

For Account Requests

• Account email: The email associated with your account.
• Request type: What you need (VPS limit increase, account verification issue, etc.).
• Justification: A brief explanation of why you need the change (e.g., "I need 10 VPS instances for a development cluster").

Response Times and Priority Levels

CubePath aims to respond to all support requests as quickly as possible. Response times depend on the priority and nature of the request:

Setting the correct priority helps the team triage requests effectively. Avoid marking non-urgent requests as critical, as this can delay response to genuinely urgent issues.

Common Request Types

Here are some of the most frequent reasons customers contact support:

VPS Limit Increase

New accounts are limited to 3 VPS instances. To request an increase, open a ticket with:

• How many instances you need.
• A brief description of your use case.

Billing Questions

• Payment method changes.
• Invoice or receipt requests.
• Questions about charges or credit balance.
• Prepayment threshold adjustments.

Technical Assistance

• Server connectivity issues (SSH, networking).
• Operating system reinstallation requests.
• Firewall or security configuration help.
• Performance troubleshooting.

Dedicated Server Inquiries

• Server availability and lead times.
• Custom hardware configurations.
• Bandwidth or network upgrade options.

Conclusion

CubePath support is available through the dashboard ticket system, by email at [email protected] for technical issues, and at [email protected] for sales inquiries. For the fastest resolution, use the dashboard to create a ticket and include as much detail as possible about your issue. The more context you provide, the quicker the team can help you.