Five addresses and a ticket queue
Everything is in writing and answered by the people who operate the fleet. There is no call centre, no tiered escalation, and no ticket that ends up with somebody who does not have root.
The channels that exist
Anything urgent belongs in a ticket. Email is slower because it is read less often.
A ticket in the panel
The only channel we page on. Median first response is 11 minutes across the last quarter at every hour of the day, and an engineer with root reads it rather than a script. Attach the instance and the ticket routes itself.
[email protected]
For anybody locked out of the panel, which is the one situation where this is the right choice. Answered within an hour on weekdays and slower at weekends. Include the account address or nothing can be matched to you.
[email protected]
Complaints about traffic leaving our network. Acknowledged within 4 hours, acted on within 24, read by a human every day of the year. Reports arriving without logs and timestamps get a request for logs and timestamps.
[email protected]
Journalists, researchers and anybody writing about the platform. Two working days. Technical questions about the network get answered; questions about customers get declined, every time, without exception.
[email protected]
Data requests, deletion, and questions about what we hold. Five working days. The honest reply is usually short, because the retention table is short.
How to get a fast answer
The gap between an 11-minute answer and a four-message conversation is almost always the first message. Six things, and the reply usually solves it outright.
- 01
The instance, by hostname or site code
AMS-01, FRA-02, a hostname, anything unambiguous. “My server” matches several thousand of them and none of them are yours yet.
- 02
What changed
The last thing you did before it broke, even when you are certain it is unrelated. It is related more often than not.
- 03
The exact command and the exact output
Pasted as text. A photograph of a terminal cannot be searched, diffed or copied into a shell, and it costs the conversation a full round trip.
- 04
Timestamps, with the offset
Our logs are in UTC and yours probably are not. An hour of drift turns a five-minute lookup into a long afternoon for both of us.
- 05
Whether it reproduces
Once, intermittently, or every single time. Intermittent faults get a different engineer and a different set of tools than deterministic ones.
- 06
What you already tried
So that nobody sends you a suggestion you tested twenty minutes ago. Leaving this out is the most common cause of a wasted reply.
If the instance is unreachable, look at the out-of-band console before opening the ticket. It is included on every plan, it works when the network does not, and roughly a third of “server down” reports resolve there without us.
Sales does not do phone calls
There is no telephone number on this site, and that is not an oversight. Nobody here will book a discovery call with you at any order size.
A call cannot be searched, cannot be quoted six months later, and cannot be read by the engineer who inherits the account. Anything we agree to, we agree to in writing, which protects you rather more than it protects us. A commitment that is not in a ticket or an email does not exist.
Bulk pricing, capacity questions and custom builds go to [email protected] and come back as a written quote, usually the same working day. An engineer writes it. Nobody is paid commission on the reply, so the answer to “can this hardware do what I need” is sometimes a flat no.
Existing customers with large fleets occasionally want something synchronous before a migration. That happens as a text chat at an agreed time, with a transcript, and it is the closest thing to a meeting on offer.
Anybody who telephones you claiming to be from Paragon is not from Paragon. There is no outbound calling of any kind, and nobody here will ever ask you for a password, a seed phrase or a payment outside an invoice in the panel.
PGP, and the boring parts of security
The fingerprint lives on the security page and nowhere else. Never trust a key that arrives attached to an email.
Every address above accepts PGP-encrypted mail. Abuse reports and vulnerability reports are the two we would actively encourage you to encrypt. The key is published on the security page and served over the same certificate as the rest of the site, which is the only copy worth trusting.
Replies from us are signed with the same key. An unsigned message claiming to be from support and asking you to do something unusual should be treated as forged, and the correct response is a ticket in the panel rather than a reply.
Vulnerability reports
Send them encrypted to the address on the security page. We reply within 2 working days, we do not threaten researchers, and we will credit you unless you would rather we did not.
Legal requests
Anything served on us goes through the abuse desk first. We answer what the law of the relevant site requires and nothing beyond it, and we notify the account wherever we are permitted to.
Account recovery
The email address on the account is the only recovery path in existence. Lose access to it with no second factor enrolled and nobody can help you, which is unpleasant and is the direct cost of not collecting identity.
Before you write in
The 11-minute median covers every hour, not office hours. Overnight is marginally slower and the ninety-fifth percentile still sits under an hour. Somebody is always on call, because the fleet does not stop at midnight.
Tickets in English get the fastest answer. Several other languages are read here and will be answered where we can, but a machine translation of a stack trace helps nobody, so paste the technical parts verbatim.
Yes, in writing. Sales answers pre-purchase questions the same working day and an engineer writes the reply. What you cannot have is a scheduled call, regardless of how many instances you are planning to order.
Check that it carried timestamps with an offset and actual log lines rather than a description. Reports without evidence are acknowledged and then stall, because an instance does not get taken offline on an assertion.
Several exist and they are run by customers, not by us. Nothing said in one is a support commitment, and no member of staff will ever ask you for credentials there or anywhere else.
Open a ticket, not a call
The panel routes it to whoever is on call and the median reply is 11 minutes. If you are not a customer yet, the sales address answers the same working day and an engineer writes it.