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Support

How to get support

All Safespring customers can email support@safespring.com for help with any service.

Include enough context for support to identify the affected service and begin troubleshooting:

  • Safespring service and site, such as Compute in sto2.
  • When the problem occurred, including the time zone.
  • Relevant resource identifiers, such as a Compute instance ID or Backup node name.
  • Expected behavior, actual behavior, and steps that reproduce the problem.
  • Exact error messages and the relevant part of a log.
  • The operational impact and whether the problem is still occurring.

Do not send passwords, private keys, access keys, secret keys, tokens, or unrelated personal data by email. Support will ask for additional diagnostic information when required.

See Policies and SLA for the applicable service level and support terms. Check the service status and known issues before reporting a service incident.