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First response target 11 minutes

Talk to a person who can actually fix it.

There is no first-line tier, no ticket routing queue, and no chatbot. Support is answered by the people who run the platform. If your question needs a hypervisor, the person reading it has access to one.

Channels
Encrypted ticket desk
Panel → Support
Aim to reply within 11 min
Email (no PGP key yet — see /pgp.txt)
[email protected]
24/7
Matrix
@vpsden:matrix.vpsden.com
E2EE
XMPP / OMEMO
[email protected]
E2EE
Abuse & legal
[email protected]
See /legal/aup

There is no telephone number and there never will be. A phone line means voice recordings, caller ID, and a telephony provider in a jurisdiction we did not choose.

PGP

Pending. /pgp.txt explains where the key is and how to reach us in the meantime — there is no fingerprint on this page until there is a key to attach it to. Encrypting mail to us, signing an advisory and signing the canary all wait on that same key.

Over Tor

The support desk, panel and API are all reachable as a v3 onion service.

umbraq7v2xk4tn6jr3lz5wyhc8pfd9mgs2eab6uvn4x7ytqzk3jlqrid.onion
Specific matters

Where to send what

Sales & pre-purchase
[email protected]

Including "is my project allowed here?" — we answer that in writing, honestly, before you buy.

Abuse reports
[email protected]

Acknowledged in 24 hours. CSAM reports are handled within the hour, at any time.

Legal process
[email protected]

Read the law enforcement guide first. It will save you a round trip.

Security disclosure
[email protected]

We pay bounties, we credit researchers, and we do not threaten anyone. See security.txt.

Before you write to support
Assume the ticket is readable by us — it is, we hold that data for 90 days after closure. Do not paste passphrases, private keys, access keys, or anything you would not want in a file somewhere. If a problem genuinely requires sensitive material, say so without the material itself and we will agree a channel with you first — the PGP key that would otherwise carry it is not published yet.
If you are a journalist or researcher
Everything in our knowledge base and the Jurisdiction Matrix is CC BY 4.0 — use it without asking. We will also answer technical and legal questions on the record, provide figures from our transparency report with methodology, and comment on hosting-law matters we actually know something about. We will not comment on individual customers, ever, including to confirm that somebody is one.

Or skip the conversation entirely.

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