> Connecting you to a human… pick a window
No bot menus here, no hold music. Everything runs through exactly two channels: for anything before you've placed an order — picking a tier, pricing, which node to choose — email support@opsmac.com. For anything after you're up and running — technical issues, billing, configuration changes — log into the console and open a ticket. Both channels are answered directly by the engineers who maintain these dedicated physical machines, so the more specific you are, the better your odds of solving it in one reply.
Pick the right one and skip the "can you give me your order number first?" round-trip.
No account needed: which tier to pick, which of the four nodes to choose, how daily billing works, bulk orders, and partnership inquiries.
Everything for existing orders: SSH or VNC won't connect, need a macOS reinstall, billing questions, adding an SSD, or changing your plan.
First SSH connection, blank VNC screen, a runner that dropped offline, reinstalling the OS — our guides have step-by-step checklists for these, and most get solved in under 5 minutes on your own.
To troubleshoot a dedicated physical machine, engineers first need to know exactly which device on which node. Give us all four up front and most issues get resolved in the very first reply.
| Field | What to enter | Why we need it |
|---|---|---|
| Node | Singapore / Japan (Tokyo) / Korea (Seoul) / Hong Kong — pick one | Network issues are diagnosed per node; the wrong one means checking the wrong data center |
| Plan | M4 Home (16GB/256GB) or M4 Pro Workstation (64GB/2TB) | The two tiers have different storage and memory troubleshooting paths |
| Order ID | Copy it from your Orders page in the console, e.g. QV-2026-0118-0342 | Points us straight to the allocation record for your machine |
| Description | What's happening + when it started (with time zone) + what you've already tried | Tells us whether it's a node-side fault or a local config issue, and whether it goes into the priority queue |
Here's what a well-written ticket looks like:
Node: Japan (Tokyo) Plan: M4 Home (16GB / 256GB) Order ID: QV-2026-0118-0342 Issue: SSH connections have been timing out since 14:20 today (Tokyo time); VNC screen sharing works fine Tried: Switched networks, still times out; console shows the device online; sshd is running when checked over VNC Expected: Please check whether port 22 is open on the node side
> Same goes for pre-sales emails: what you're using it for + your budget cycle + roughly where you're located — three lines is enough. Paste screenshots directly into the ticket, no need to zip them up.
Check here first — if it doesn't cover your case, emailing us will get you an answer faster than you'd think.
Our support team is staffed across the Tokyo and Singapore time zones, covering the full working day in both UTC+9 and UTC+8, 365 days a year — and our nodes run year-round too, with no scheduled downtime.
| Channel | Covers | First response |
|---|---|---|
| Pre-sales email | Plan selection, pricing, node recommendations, partnerships | ≤ 24 hours |
| Console ticket · General | Billing questions, add-ons, usage questions | ≤ 12 hours |
| Console ticket · Outage | SSH/VNC won't connect, device won't boot | Priority queue |
> These times refer to the first human reply. Confirmed node-side outages are credited for the actual downtime — see our Terms of Service for details.
Payment inquiry scope: This service only accepts USDT-TRC20 and Visa / Mastercard / Amex (via Stripe), all billed in US dollars (USD). Payment-related emails and tickets are handled only for these two channels — if an on-chain transfer hasn't arrived, include the transaction hash; if a card charge failed, include the charge time and card network (never send us your card number), and we'll reconcile it from there. Requests to add other payment methods are outside our support scope.
Renewals, adding a 1TB/2TB SSD or a Thunderbolt 5 daisy chain, resetting login credentials, reinstalling macOS, downloading past invoices — these are all instant, self-serve actions in the console, faster than opening a ticket. Save the two channels above for what actually needs a person.