Support

_{Updated May 8, 2026}

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How we approach support

Raff has no support tiers. Every customer — a single $4.99/mo VM or hundreds of VMs in production — gets the same channels, the same engineers, and the same response targets. Our goal is to give you the best support you’ve had from any cloud, and the way we do that is by not gating it.

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Channels

Two technical support channels — both reach the same queue, route to the same engineers, and have the same response targets. Use whichever you prefer. Phone is sales support only — for technical support, use email or chat.

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Working hours and response targets

Official working hours: Monday-Friday, 9 AM-6 PM US Eastern Time. We try to cover incoming requests outside those hours too, but it’s best-effort. If your issue is urgent — a production outage, a billing block on launch day, a quota you need lifted before a load test — say so in the subject line. Mark requests like this URGENT — <one-line summary> and include your account ID in the body.

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Languages

Spanish-language support is currently chat-only. Voice and email default to English.

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What we help with

The core: anything that gets in the way of running your workload on Raff.

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Migration assistance

If you’re moving to Raff from another provider (DigitalOcean, Vultr, Hetzner, AWS, etc.) and want help, we’ll do as much of the work as you want us to do — up to and including running the full migration on our side and handing you a working VM on Raff with your data and config in place. To start a migration:

1. Email support@rafftechnologies.com with subject line Migration request — <source provider>.
2. Include the source platform, the size and shape of what you’re moving (VMs, volumes, databases), and any constraints on cutover timing.
3. We’ll respond with a plan and the questions we need answered to do the work.

There’s no charge for migration help.

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What to include in a support request

For the fastest response, send these in your first message:

• Account ID — find it in the dashboard URL or Settings
• Resource ID — the VM, volume, snapshot, or backup ID, if the issue is resource-specific
• Region (e.g. us-east)
• What you tried and what happened — the exact error message, timestamp, and any logs
• What you expect to happen — so we don’t have to guess
• Urgency — flag in the subject if production is affected

Screenshots help; raw log output helps more.

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All email channels

Different mailboxes for different topics. They route to specialized teams; using the right one speeds up your reply. Reach the team on the web at rafftechnologies.com; platform status is at status.rafftechnologies.com.

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Self-serve resources first

Many issues resolve faster from the docs than from a ticket. Check these first: If those don’t fit, we’re a message away.

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