Opening a Support Ticket

Start with self-service (Getting Started / Stuck? and Reference / Troubleshooting). If those don’t resolve it, open a ticket.

Channels

Option A: In-App Ticket System (in development)

Account info auto-attached
Upload screenshots and log files
Track status inside the app

Still being built, announcement to follow.

Option B: Email (main channel today)

Write to [email protected].

Writing a Good Ticket

Subject Format

[Category] Short problem description

Categories:

[Urgent] — critical (host down, data loss, billing error)
[Billing] — invoices, subscription, refunds
[Technical] — host, AI companions, messaging platforms
[Account] — login, referrals, commissions
[Feature] — feature requests, bug reports
[Other] — when unsure

Body Content

Required:

Your realvco account email
When the problem started
Specific symptoms (“I expected X but observed Y”)

Strongly recommended:

Screenshots (10× clearer than a text description)
What you’ve already tried
VPS prefix (if host-related)
Order number (if billing-related)

Example

Good subject:

[Technical] Ada Telegram bot silent since 22:00 last night

Bad subject:

Please help

Good body:

Account email: [email protected]
VPS prefix: cattle42
Problem started: 2026-04-13 22:00 (UTC+8)

Symptoms:
- My Ada Telegram bot (@my_ai_bot) stopped responding at 22:00 last night
- Admin Panel → Ada Dashboard → Overview shows container Running
- Activity tab has no recent messages
- Rose and Vi are functioning normally

What I've tried:
1. Sent /start on Telegram — no response
2. Restarted Ada's container via the Admin Panel — no change
3. Tried from another phone's Telegram — same result

Possibly related:
- Upgraded OpenClaw to v2026.4.10 at 21:30 last night

A description like this lets support pinpoint the issue within 5 minutes. Saves you time and saves them time.

SLA (Service-Level Commitment)

First Reply Time

Category	Commitment
`[Urgent]`	Within 2 hours
`[Billing]`	Within 24 hours
`[Technical]`	Within 24 hours
`[Account]`	Within 24 hours
`[Feature]`	Within 3 business days
`[Other]`	Within 3 business days

“First reply” is not the same as “fully resolved”. Complex issues may need multiple exchanges.

Resolution Time Estimates

Simple issues (config mistake, how-to): resolved on first reply
Medium issues (service disruption, needs investigation): 1 to 3 business days
Complex issues (bug, architectural): 1 to 4 weeks
Feature requests: evaluated and added to the roadmap

Urgent Situations

Counts as urgent:

Host fully unreachable
Data-loss risk
Billing error (wrong charge)
Account compromise

Urgent contact options:

Email [email protected] with subject [Urgent] short description
Check the service status page (in development)
For severe cases: Telegram contact (@realvco_support, in development)

Things Not Accepted

Technical consulting on activities that appear illegal
Attempts to bypass AI model safety
Asking support to write commercial content on your behalf
Repeated requests for a previously declined feature

Privacy and Data Access

To help you, support may need to review:

Your Admin Panel configuration (never message content)
Error logs
Billing records

Support does not proactively read conversations. When reading them is necessary, we ask first.

All ticket conversations are retained for 2 years for reference.