The quickest way to get a problem solved is to give us enough to reproduce it without a back-and-forth. When you contact support, include as much of the following as you can:
- The region: Nairobi, Kigali or Huye. The same resource name can exist in more than one region, so this tells us where to look.
- The resource: the server, volume or network name, and its ID if you have it.
- What you were doing: the steps you took, and what you expected to happen.
- What actually happened: the exact error message, word for word. A screenshot is ideal.
- When it happened: the date and time, including your time zone, so we can match it to our logs.
For a server you cannot reach, it also helps to say whether it has a public address and which ports you have opened. Working through My server cannot be reached first will often solve it outright, and if it does not, the answers to those checks are exactly what we would ask for anyway.