Getting Help from Cloud679 Support
We are here to help. This article explains how to contact us, what to expect, and how to get the fastest resolution to your issue.
Contact Details
| Contact Method | Details | When to Use |
|---|---|---|
| support@kastel.com.fj | General support, questions, non-urgent issues | |
| Support Portal | Submit a Ticket | Track your support requests |
| Emergency | Email with subject line URGENT | Critical production outages only |
Business Hours
Our support team is available Monday to Friday, 8:00 AM – 6:00 PM (Fiji Time, GMT+12).
For critical production outages outside business hours, email us with URGENT in the subject line.
Response Times
| Priority | Description | Target Response |
|---|---|---|
| Critical | Complete outage, all VMs inaccessible, data loss | Within 2 hours |
| High | Significant degradation, one VM inaccessible | Within 4 business hours |
| Normal | General questions, minor issues, configuration help | Within 1 business day |
| Low | Feature requests, billing questions, documentation | Within 2 business days |
What to Include in Your Support Request
To help us resolve your issue faster, please include the following information when contacting support:
- Your account email address
- The VM name or VDC name affected
- A clear description of the issue — what you expected to happen vs what actually happened
- The time the issue started
- Any error messages you see — screenshots are very helpful
- Steps you have already tried
Submitting a Support Ticket
- Log into signup.cloud679.com
- Click Support in the top menu
- Click Submit New Ticket
- Select a department and fill in the details
- Click Submit
- You will receive a confirmation email with your ticket number
???? Tip: Submitting a ticket through the portal allows you to track progress and see all communication in one place. We recommend this over email for non-urgent issues.
