Classify first, resolve faster

Put your issue in the right queue and avoid back-and-forth

RunnerVM offers two contact options: email support or sign in to the console to submit a ticket. Sales questions are best handled by email; for issues linked to an order, node, or bill, submit a ticket so the full record stays available.

Rent a cloud Mac Sign in to the console and submit a ticket
2 options Support email and console tickets
4 issue types Sales, technical, billing, and security
Issue routing

What do you need help with?

A Sales inquiry Confirm configuration, region, term, and storage needs B Technical support Troubleshoot connection, build, system, and network issues C Billing reconciliation Verify the order, payment type, and transaction time D Security report Report vulnerabilities, suspicious access, or credential risks

For existing orders, use a console ticket first so we can verify the node and track progress.

Four support queues

Prepare the key details, then choose your contact method

Complete context gets you to the right team faster than “it doesn’t work” or “there’s a payment issue.” Each checklist below matches the fields in the email builder and can also be copied into a console ticket.

A
Sales inquiry

See whether Runner M4 fits your build workflow

Runner M4 is the only plan currently available: Mac Mini M4, 16GB RAM, and 256GB SSD. Choose from five nodes: Singapore, Japan (Tokyo), South Korea (Seoul), Hong Kong, and the US East. Describe your workload rather than simply asking how fast it is.

Build frequency
Daily, weekly, or release-based builds
Concurrent tasks
Number of archives, tests, or automations running at once
Target region
Where your team and code repositories are mainly accessed
Rental term
Daily, weekly, monthly, or quarterly use
Storage needs
Base 256GB SSD, or evaluate additional storage

Use email to describe requirements for which you have not placed an order.

B
Technical support

Align logs, timestamps, and reproduction steps around one issue

For connection failures, Xcode build errors, automation script exits, or node network issues, include the order ID and node region. First remove secrets, tokens, passwords, signing materials, and business data from logs, then keep the essential context before and after the error.

Order ID
The order or instance ID shown in the console
Node region
The actual node in one of the five available regions
Time of incident
Include the time zone and a reproducible time range
Reproduction steps
Every action from the working state to the error
Redacted logs
Commands, exit codes, and relevant output excerpts

For existing orders, submit a console ticket first so you can track progress.

Submit a technical ticket
C
Billing reconciliation

Use the order number and transaction time to identify the same record

All orders are settled in USD. We support USDT-TRC20 and Visa / Mastercard / Amex through Stripe only. The console determines which gateway is available. Never send a full card number, verification code, or private key by email or ticket.

Order number
The individual order ID to verify
Payment type
USDT-TRC20 or a bank card through Stripe
Transaction time
Include the date, time, and time zone
What to verify
Order status, amount record, or payment association

For an existing order, a ticket can be linked directly to the billing record.

D
Security report

State the impact first, then provide a verifiable timeline

Vulnerabilities, suspicious access, and credential risks require a separate report. Specify the affected pages, orders, or nodes, whether the issue is ongoing, the conditions required to reproduce it, and the evidence you can safely share. Do not include directly exploitable production credentials in your first email.

Impact scope
Public pages, the console, orders, or nodes
Reproduction conditions
Minimum steps, required permissions, and actual result
Incident timeline
First discovery, most recent occurrence, and response actions
Security contact
Reply address for follow-up verification questions

If an existing node is affected, also submit a high-priority console ticket.

Email builder

Create a structured email without uploading information to the web

After you finish, your default mail app opens on your device with support@runnervm.com as the recipient. The page does not send these fields to a third-party service. Check once more that logs are fully redacted before sending.

RunnerVM support email

Issue context checklist

support@runnervm.com
State the object, action, and result instead of only writing “it doesn’t work.”
Write an email directly

When to use the support email

Use the support email for pre-order selection questions, general information, and security reports that do not need to be linked to a node immediately. Emails enter the appropriate queue in the order received.

Email support

When to submit a console ticket

When you already have an order, node, or transaction record, or an ongoing technical impact, a ticket preserves context and links the handling status. Open the ticket area from the console and do not submit multiple requests for the same issue.

Open console tickets
Response and escalation order

Clearer impact means more accurate prioritization

RunnerVM nodes operate normally 365 days a year. When we receive a request, we first check whether it is linked to an existing order, then route it by security impact, service interruption, functional failure, billing reconciliation, and sales inquiry.

P1

Active security risk

This includes confirmed unauthorized access, exposed credentials, or ongoing impact across multiple nodes. Revoke affected credentials immediately, then submit the order, node, timeline, and actions taken through a console ticket.

Target first response: within 2 hours
P2

An existing node cannot complete a core task

This includes connection failures, persistent build failures, or critical network path issues. Include the order ID, node region, time zone, reproduction steps, exit code, and redacted logs.

Target first response: within 8 hours
P3

Billing reconciliation and general technical issues

This includes checking a single order status, linking a payment record, environment configuration questions, and non-blocking errors. Complete reports go directly to the appropriate queue.

Target first response: within 1 business day
P4

Pre-order selection and usage planning

Provide your build frequency, concurrency, target region, term, and peak storage needs. The team will assess fit based on Runner M4’s actual specifications and will not display or recommend unavailable models.

Target first response: within 1 business day
Existing orders: use a ticket first

Keep the order, node, and support record in one thread

Sign in to the console to view orders, physical nodes, and ticket status. For configuration questions before ordering, email your build requirements to support@runnervm.com.

View orders, nodes, and tickets Email support