Support

Coritan's team helps with the services on your account, your invoices and the account itself. The sales team prices the products you cannot order in the dashboard. Support costs nothing, whatever services you have.

Start a conversation in the dashboard: select Support in the dashboard sidebar, then New conversation…. The Open a ticket button on the dashboard's overview opens the same form. The team replies in the conversation, and we email you the replies you have not read on the page. Contact support from the dashboard walks through it, from attaching files to rating the answer.

If you cannot sign in, email support@coritan.com and say which account it is.

The support page on our website lists where to ask and, while the account plans are on, each plan's first-reply target. A target is the time we aim to take for a first reply. The support desk flags a conversation that misses it, and the target promises no solution by then.

Put these in your first message:

• The service it is about. In the dashboard, choose it under About a service. In an email, give its name, its address or its service ID.
• What happened, what you expected, and anything you have already tried.
• Any error message exactly as it appears, and when you saw it.
• For a problem you can repeat, the steps that cause it.

Screenshots and logs help too: attach them once the conversation is open. Leave out passwords, recovery codes and card numbers.

DDoS Shield filters the traffic to your floating IPs at our points of presence (How DDoS Shield works). Traffic to a server's shared address does not pass through it (How the Coritan network works).

When an attack is taking a service down:

1. Start a conversation with Priority set to Critical, and choose the service under About a service. Give the address under attack and the time the attack started.
2. Call +1 (302) 606-0504, the number on the contact page and the attack page.

You can also use the form on the attack page, Give the address or domain under attack, the Attack type if you know it and When did it start (your local time)?, then select Request help. The page shows We have your message with a reference: quote it when you call. If the form cannot send your request, it says why and gives the phone number. Get help during an attack has more on what to do.

The contact page lists these addresses under Department contacts, and the phone number +1 (302) 606-0504:

The form on the contact page saves your request for our sales team.

1. Enter your Name, Email and Company name. Phone is optional.
2. Under Service interest, choose what you want to talk about, or Partnerships or reselling for a partner or reseller enquiry.
3. Describe what you need in Message, then select Send request.

The page shows We have your message with a reference, and we email a confirmation with it to the address you gave. Quote the reference if you write to us about the enquiry. The page promises no time for a reply.

If the page shows Could not send your message, the reason follows it. After several enquiries in a short time, wait a few minutes before you send another. When the form shows a verification check above the button, complete it before you send. You can always email sales@coritan.com instead, as Bare metal, colocation and IP transit describes.

• A conversation belongs to the account that started it. People you share a server with cannot read your conversations.
• If you bought a service from an organization's storefront, ask that organization for help. Its own team answers its customers.