Support and status_
Support is by email, answered by the engineers who run the service. A first reply within four hours, 08:00–20:00 UK time, every day of the week.
Contact support
Email help@fresh.dev from the address on your account. Contact support at the bottom of every console page opens the same address. There is no phone line or chat during the beta.
What to include
- The short ID of the machine, app, database or order, shown on its page.
- The time it happened, with your timezone.
- What you expected, what you saw, and what the page said. A screenshot helps.
- For connection problems: the address you tried, from where, and the exact error.
Service status
The status page shows the health of each service (console and API, machines and databases, managed apps, DNS) measured every minute, with the last 30 days of history and any current incidents or planned maintenance. It has an Atom feed you can subscribe to. If something looks wrong on your side and the status page is green, email us.
The beta SLA
Every account is covered from day one by the beta SLA: each service is available at least 99.5% of every calendar month, measured by the status page, with credits of 10%, 25% or 50% of that month's charges for the affected service if we miss it. Claim by email within 30 days of the month's end. The SLA page also explains what "beta" does and does not mean: no automatic backups yet, features may change with notice, and machines are yours to run.