Support email
Best for pre-sales planning, enterprise requirements, and security or privacy inquiries. State your goal, configuration constraints, and desired outcome.
Routing & contact checklist
Identify the issue, then provide the essential details
Email us about planning, enterprise deployment, security, or privacy. For issues tied to an order, instance, or billing, log in to the console and submit a ticket. Never send private keys, signing-certificate passwords, access tokens, or complete payment credentials through the marketing site or regular email.
Use the reply target shown in the email receipt or console ticket. For issues affecting an active order, submit a ticket first so it can be linked to the order record.
Choose an entry point
ROUTE / 01—03
Console ticket
Best for orders, connections, instances, billing, and delivery issues. Tickets can be linked directly to active services and activity records.
Configure an order
Once you know the model, node, and term, start configuration to view real-time availability returned by the console.
Two public contact channels
Email for planning; tickets for active services
Choose based on whether the issue is already linked to an order. Do not send multiple emails and tickets about the same issue, as this can split the context.
Pre-sales & specialist advice
Email support@oakvps.com
If you have no order yet or need to discuss multiple devices, team permissions, data handling, or security boundaries, email is best for preserving the full request. Put the issue type first in the subject and organize the message around goals, current state, constraints, and desired results.
- Pre-sales planning: workload, concurrent tasks, memory, storage, node, and term
- Enterprise requirements: device count, team roles, delivery cadence, and five-node deployment scope
- Security and privacy: impact scope, request type, and necessary redacted evidence
Orders & active support
Submit a console ticket
Submit connection failures, order status, instance details, billing records, or delivery issues through the console. This lets support investigate within a clear order context without requiring you to repeat sensitive connection details in public email.
- Include the order ID, model, physical node, and time the issue occurred
- List reproduction steps, expected results, and actual results in order
- Keep only necessary log excerpts and remove keys, tokens, and personal information
Pre-sales planning
Get actionable configuration advice with six key details
We assess configurations from the constraints you provide rather than replacing real testing with unverifiable performance figures. All three models are dedicated physical Cloud Mac servers, not virtual machines.
01
Workload
Tell us whether you run Xcode builds, fastlane automation, remote macOS development, MLX experiments, or a combination of tasks.
02
Concurrent tasks
State how many builds, tests, or experiments run at once and whether workloads are short bursts or continuous.
03
Memory & storage
Share known peaks, project and dependency sizes, model-file capacity, artifact retention needs, and whether you are considering additional storage.
04
Preferred node
Choose Singapore, Japan (Tokyo), South Korea (Seoul), Hong Kong, or the US West, and tell us where users are located and which time zones your team follows.
05
Rental term
Tell us whether you need the service by day, week, month, or quarter, and whether builds, experiments, or artifact handoffs must be completed by a fixed date.
06
Acceptance criteria
Specify the commands, project stage, artifact format, and delivery boundary you want to verify so we can distinguish configuration issues from workflow issues.
Active support
Help your ticket reach troubleshooting without repeated requests for details
Once an order-related issue enters a console ticket, keep one continuous timeline. Support does not need a complete log file—only the smallest excerpts that demonstrate the issue.
Suggested ticket subject
[Node] [Issue type] Brief symptom
For example: “SSH first connection failed on Japan node.” In the body, include the order ID, time of occurrence, client environment, and checks already completed.
Submit an order ticket-
01
Define the scope
Explain whether the issue affects one command, one project, a single remote session, or the entire instance connection.
-
02
Provide the time
Include the date, time zone, and approximate time range when the issue occurred. Avoid writing only “just now” or “often.”
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03
Record the environment
Include the node, macOS and Xcode versions, connection method, and relevant commands. Do not upload the entire unrelated project.
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04
Redact logs
Remove usernames, repository URLs, tokens, signing materials, key contents, and information that could identify an individual.
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05
List checks completed
State whether you checked the host fingerprint, key permissions, network access, available disk space, and dependency cache.
Enterprise requirements
Start enterprise deployments with delivery constraints
You do not need to begin with a lengthy procurement document. Start with device scale, team permissions, fixed cadence, and node scope to determine which technical details are needed next.
Device and workload scale
List the number of dedicated physical machines you expect to use, the tasks assigned to each, concurrent build counts, and workload duration. If projects require isolation, describe the isolation boundaries.
- Catalog models
- Oak M4, Oak M4 Plus, Oak M4 Pro
- Typical uses
- Builds, automation, remote development, MLX experiments
Team access and handoff
Explain who places orders, manages connection credentials, reads logs, and exports artifacts. When team members change, maintain an actionable access-revocation and handoff process.
- Suggested roles
- Order management, environment management, task execution, result acceptance
- Handoff record
- Environment versions, artifact locations, outstanding items, cleanup status
Nodes and delivery cadence
Five physical nodes cover Singapore, Japan (Tokyo), South Korea (Seoul), Hong Kong, and the US West. Specify the priority order based on user locations, team time zones, and project requirements.
- Rental term
- Daily, weekly, monthly, quarterly
- Delivery cadence
- One-time projects, scheduled builds, continuous experiments, phased expansion
Catalog models and node combinations are generally available to order; actual availability is shown in real time by the console. Enterprise inquiries do not require payment credentials or sensitive project files in advance.
Security & privacy inquiries
First distinguish incidents, control issues, and data requests
Different issues require different context. Provide only the minimum information needed to assess impact, and do not disclose exploitable details in your first email.
Account & access
Suspicious access or permission issue
State when it was discovered, which account or order was affected, what actions you took, and whether you can still sign in to the console. Do not email passwords, private keys, or complete connection credentials.
View the security baseline
Data handling
Data scope and handling boundaries
Specify whether you are asking about marketing-site access data, contact information, order-linked information, or support communications. Users must manage and back up project data on their devices during the rental term.
View the privacy policy
Access, correction & deletion
Privacy request
State the request type, the related service relationship, and the minimum information needed to verify your identity. The support team will confirm the request through an appropriate process and will not ask for complete payment credentials.
Email a privacy request
Before you contact us
Do not include these items in regular email or on the marketing site
OakVPS Support will not ask you to submit directly usable authentication materials through the marketing site. When describing a credential issue, provide only the credential type, impact scope, and creation or revocation status—not the credential contents.
- Private keys & access tokens Do not paste key contents, repository tokens, automation keys, or complete authorization headers.
- Signing-certificate passwords Do not send certificate passwords, export passwords, or signing materials that can be imported and used directly.
- Complete payment credentials Do not send complete card details, payment keys, or anything that could directly initiate a payment.
- Unredacted project logs Remove personal information, internal domains, repository URLs, environment variables, and business data before attaching the necessary excerpts.
Ready to start
Know your configuration? Start the order process
All orders are settled in USD. We accept USDT-TRC20 and Visa / Mastercard / Amex (via Stripe). Choose from three models, five physical nodes, and daily, weekly, monthly, or quarterly terms.