Contacting Joyent Support

Modified: 04 Oct 2017 16:56 UTC

Joyent offers several levels of support.

Information needed when contacting Support

When contacting Joyent support it is very helpful that you have the following information available.

This information is vital for Joyent engineers to assist you quickly.

IP address of system

We need to know which system you are having an issue with.

Please make sure you give us the IP, hostname, and/or UUID of your system so that we can log into it. Read the directions on how to get your instance IP address.

Description of the issue

Give as many details as possible to describe the issue you are having with your instance or system. This information could include what services are not working and exactly what steps you have taken to accomplish your goals. The more information the better.

For example:

Webserver for www.foo.com is not serving pages, and I am unable to ping the IP ( 123.456.123.456 ) from my home office workstation. I am accessing this webserver on macOS Sierra from Safari.

Changes made to your system

Please let us know if you have made any changes to your system prior to system failure. This can include package updates, new version of application code, changes to configuration files, and anything else that may have changed.

Monitoring information

We highly recommend setting up a monitoring and alerting system for your application and servers. Not only does monitoring assist you with capacity planning, but when issues happen, you can provide Joyent support with access to your monitoring so that we can quickly assist you.

Send screen captures of the alerts that you receive from your systems.

Traceroute from your workstation to your Joyent host

If you are having a network issue from your workstation to your server, please send up the output of traceroute.

This helps us see if there is a network issue and where is may exist.

To run traceroute from macOS:

  1. Open the Network Utility application.
  2. Select the Traceroute tab and enter the hostname.
  3. Open Terminal.
  4. From Terminal, enter the command traceroute <hostname>.
  5. You may have to wait up to a minute or more for the test to complete. This will generate alist of the connections along the way information about the speed of those steps.
  6. Copy the complete results and include it in your email to support.

Email

Sending an email to support@joyent.com is the best way to get help.

This allows you to attache files and provide the above information we need to assist you.

When sending in a request that requires Joyent to modify your Triton Compute Service portal, you will need to send this email from an authorized email address.

warning
If we can not verify that you are authorized for an Triton Compute Service portal we will have to email you back (causing a delay) to assist you. It is always best to send request from an authorized email Triton Compute Service portal for fastest service.

Web

Fill out the form at help.joyent.com.

If you have access to your email, please send an email to support@joyent.com, so that we can verify your identity from an email that you send us and you can easily attach files.

The web form is a backup to contact Joyent support in the event that you can not send us email.

If you need to use the web form, please send us as much information as you can about the issues that you are having.

Phone

For access to Joyent support via phone, an extended support contract is needed.

Contact sales@joyent.com for more information about getting an extended support contract.