Run by the people who run the platform.
Tickets from the console are the fastest route; replies also arrive by email. Support is 24/7 in English and Hindi, with Bengali, Tamil and Telugu during Indian business hours. Urgent tickets get a first human response within 15 minutes.
Targets, not aspirations.
| Priority | Examples | First human response | Hours |
|---|---|---|---|
| Urgent | Service down, under attack | 15 minutes | 24/7 |
| High | Degraded service, billing blocking a deploy | 1 hour | 24/7 |
| Normal | Questions, changes, requests | 4 hours | 24/7 |
| Low | Feature requests, feedback | 24 hours | Business days |
Reply to any ticket with the word ESCALATE and a manager is paged. For a network-wide emergency, reply to any ticket email with URGENT in the subject.
99.99 % target. Credits when we miss it.
| Availability (monthly, per region) | Service credit |
|---|---|
| Below 99.99 % | 5 % of the monthly fee |
| Below 99.9 % | 10 % |
| Below 99.0 % | 25 % |
Scheduled maintenance, up to 4 hours a month and announced in advance, is excluded. Credits are the sole remedy for unavailability; see the SLA.
- 01
Platform, network, billing: always included
Anything about the console, the API, the network, your invoice or your wallet is our job.
- 02
Inside the OS: not by default
Applications, patching and databases inside your server are yours, unless you take managed operations through Enterprise.
- 03
Staff never enter your server without consent
Access happens only for a support request you made, a suspected Terms violation or a legal requirement, and it shows in your audit log.
Live status page
Component health per region refreshed every 30 seconds, incidents with updates, a history and a JSON feed at /status.json.
A console when SSH is gone
A browser console on every server page, served through Joy's own console host, for when a server stops answering.
support@joycloud.services
Vulnerability reports acknowledged within 48 hours; confirmed issues fixed promptly and researchers credited.
support@joycloud.services
Reports acknowledged automatically and reviewed within one business day.
How do I get support?
Open a ticket from the console. Replies also arrive by email, and you can reply to the email to update the ticket. Support is available 24/7 in English and Hindi; Bengali, Tamil and Telugu during Indian business hours.
Do you help inside my operating system?
Platform, network and billing questions are always included. Work inside the OS is not managed by default; managed operations are available through Enterprise.
How do I escalate?
Reply to the ticket with the word ESCALATE and a manager is paged. For a network-wide emergency, reply to any ticket email with URGENT in the subject.
Can Joy staff access my server?
Not without your consent. Access occurs only for support requests, suspected Terms violations or legal requirements, and all staff actions appear in your audit log.
A person reads it. A person answers.
Sales replies within one business day; for anything about a running service, a ticket from the console is faster.
When something breaks, the status page says so before the ticket queue does.