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Support

Get help with Xermius through our comprehensive support system—from self-service resources to direct support tickets.

Support Options​

Knowledge Base​

Self-service help:

✓ This documentation
✓ FAQs
✓ Tutorials
✓ Video guides
✓ Community forum

24/7 available
Search thousands of articles

Support Tickets​

Direct support:

✓ Email support
✓ Priority support (Pro+)
✓ 24-hour response
✓ Expert assistance

[Create Ticket]

Live Chat​

Real-time help:

Pro & Team plans:
✓ Live chat support
✓ Business hours
✓ Instant responses

Enterprise plans:
✓ 24/7 support
✓ Dedicated agent

Creating Support Ticket​

Access Support​

Web platform:

URL: https://app.xermius.com/support

Or:
Dashboard → Support
Help → Create Ticket

New Ticket Form​

┌────────────────────────────────────┐
│ Create Support Ticket              │
├────────────────────────────────────┤
│ Subject: *                         │
│ [Brief description    ]            │
│                                    │
│ Category: *                        │
│ [Technical Issue     ▼]            │
│                                    │
│ Priority:                          │
│ ● Normal                           │
│ ○ High                             │
│ ○ Urgent                           │
│                                    │
│ Description: *                     │
│ ┌────────────────────────────────┐ │
│ │Detailed description of issue...│ │
│ │                                │ │
│ │Steps to reproduce:             │ │
│ │1. ...                          │ │
│ │2. ...                          │ │
│ └────────────────────────────────┘ │
│                                    │
│ Attachments:                       │
│ [Choose Files...] 0 selected       │
│                                    │
│ [✓] Include diagnostic info        │
│                                    │
│      [Cancel]    [Submit Ticket]   │
└────────────────────────────────────┘

Ticket Categories​

Categories:
○ Technical Issue
○ Billing Question
○ Feature Request
○ Bug Report
○ Account Problem
○ General Question
○ Security Concern

Choose most relevant

Priority Levels​

Normal:

- General questions
- Non-critical issues
- Feature requests

Response: 24 hours

High:

- Blocking work
- Important issues
- Urgent questions

Response: 4 hours (Pro+)

Urgent:

- Service down
- Security issue
- Data loss

Response: 1 hour (Enterprise)

Ticket Management​

View Tickets​

┌────────────────────────────────────┐
│ Support Tickets          [+ New]   │
├────────────────────────────────────┤
│ #1234 - SSH Connection Issue       │
│ Status: Open                       │
│ Priority: High                     │
│ Updated: 2 hours ago               │
│ [View]                             │
│                                    │
│ #1230 - Billing Question           │
│ Status: Awaiting Reply             │
│ Priority: Normal                   │
│ Updated: 1 day ago                 │
│ [View]                             │
│                                    │
│ #1225 - Feature Request            │
│ Status: Closed                     │
│ Priority: Normal                   │
│ Updated: 3 days ago                │
│ [View]                             │
└────────────────────────────────────┘

Filter:
[All ▼] [Open] [Closed]

Ticket Status​

Open:
New ticket, being reviewed

In Progress:
Team working on it

Awaiting Reply:
Needs your response

Resolved:
Issue fixed, awaiting confirmation

Closed:
Completed

Ticket Details​

Ticket #1234: SSH Connection Issue

Status: Open
Priority: High
Created: Jan 17, 10:45 AM
Updated: Jan 17, 2:30 PM

Description:
Cannot connect to production server...

Conversation:
───────────────────────────────────
You (10:45 AM):
Cannot connect to production...

Support Team (11:30 AM):
Thanks for reporting. Can you...

You (2:30 PM):
Here's the diagnostic info...
───────────────────────────────────

[Add Reply]
[Mark Resolved]
[Close Ticket]

Responding to Tickets​

Add Reply​

Add Reply:

┌────────────────────────────────┐
│Your message...                 │
│                                │
│                                │
└────────────────────────────────┘

Attachments:
[Choose Files...]

[Cancel] [Send Reply]

Attach Files​

Supported:

✓ Screenshots (PNG, JPG)
✓ Logs (TXT, LOG)
✓ Diagnostic files
✓ Videos (MP4)

Max size: 10 MB per file
Max files: 5 per reply

Response Times​

Free Plan​

Email support:
Response: 48 hours
Business hours only
Community priority

Pro Plan​

Priority support:
Response: 24 hours
Email & chat
Priority queue

Team Plan​

Priority support:
Response: 4 hours
Email & live chat
Team support

Enterprise Plan​

Dedicated support:
Response: 1 hour
24/7 availability
Dedicated agent
Phone support

Self-Service Resources​

Documentation​

Comprehensive docs:
✓ Getting Started
✓ Feature guides
✓ Troubleshooting
✓ Best practices
✓ API reference

Search: [__________] 🔍

FAQ​

Common questions:

- How do I reset password?
- How to upgrade plan?
- What's included in Pro?
- How to export data?
- How sync works?

Quick answers!

Video Tutorials​

Learn visually:
✓ Getting started
✓ Key features
✓ Advanced topics
✓ Tips & tricks

YouTube channel

Community Forum​

Community support:
✓ Ask questions
✓ Share solutions
✓ Learn from others
✓ Feature requests

forum.xermius.com

Best Practices​

1. Search First​

Before creating ticket:
1. Search documentation
2. Check FAQ
3. Ask community

May find instant answer!

2. Provide Details​

Good ticket includes:
✓ Clear subject
✓ Detailed description
✓ Steps to reproduce
✓ Expected vs actual
✓ Screenshots/logs
✓ System info

Faster resolution!

3. One Issue Per Ticket​

Don't:
✗ Multiple issues in one ticket

Do:
✓ Create separate tickets
✓ Each for one issue

Easier tracking

4. Respond Promptly​

When support replies:
- Check email regularly
- Respond within 48h
- Provide requested info

Avoid delays!

5. Update Ticket​

If resolved:
1. Test solution
2. Confirm works
3. Mark resolved
4. Close ticket

If not resolved:
Explain what's still wrong

Emergency Support​

Critical Issues​

For emergencies:

Service down?
Security breach?
Data loss?

Priority channels:
1. Mark ticket URGENT
2. Call (Enterprise)
3. Email: emergency@xermius.com

Response: Within 1 hour

Security Issues​

Report vulnerabilities:

Email: security@xermius.com

Include:
- Issue description
- Steps to reproduce
- Impact assessment
- Proof of concept

Responsible disclosure
Bug bounty available

Contact Information​

Support Channels​

Email:
support@xermius.com

Chat:
app.xermius.com/support

Phone (Enterprise):
+1 (800) 555-XERM

Forum:
forum.xermius.com

Business Hours​

Email Support:
Monday-Friday, 9 AM - 6 PM PST
Response within 24h

Live Chat (Pro+):
Monday-Friday, 9 AM - 6 PM PST
Instant response

24/7 Support (Enterprise):
Always available
1-hour response time

Office Location​

Xermius Inc.
123 Tech Street
San Francisco, CA 94102
United States

For correspondence only
No walk-in support

Feedback​

Rate Support​

After ticket resolved:

How was your experience?

😄 Excellent
😊 Good
😐 Fair
☹️ Poor

[Submit Rating]

Help us improve!

Feature Requests​

Have an idea?

1. Check roadmap first
2. Search existing requests
3. Create ticket:
   Category: Feature Request
4. Community votes

Popular requests prioritized!

Troubleshooting Support​

Can't Submit Ticket​

Check:

□ Signed in?
□ Email verified?
□ Browser updated?
□ JavaScript enabled?

Try:
- Different browser
- Clear cache
- Email directly

No Response​

If no response:

Wait 24-48 hours first

Then:
1. Check spam folder
2. Reply to ticket
3. Create follow-up
4. Email directly

We respond to all tickets!

Ticket Closed Too Soon​

Reopen ticket:
1. View closed ticket
2. Click [Reopen]
3. Add new info
4. Submit

No need for new ticket

Next Steps​