Support
Opening a ticket
Go to Account → Support and click to create a ticket.
Fill in:
- Category —
Technical,BillingorOther - Subject — what it is about
- Message — describe the issue
- Attachments — screenshots, logs or exports
You are notified by email when someone replies, and the conversation continues on the ticket.
Ticket statuses
| Status | Meaning |
|---|---|
New | Submitted, not yet picked up |
Assigned | Someone is working on it |
Answered | We have replied — over to you |
Closed | Resolved |
Before opening a ticket
Much of what gets asked is already answered:
- FAQ — the questions we get most often
- Troubleshooting the agent — for servers and workstations that stop reporting
- Notification troubleshooting — for alerts that never arrive
- Custom domain troubleshooting — for status page DNS and certificate problems
Getting a faster answer
Include as much of this as applies:
- Which monitor, by name — and the account, if you have several
- When it happened, with a timezone
- What you expected and what happened instead
- The exact error text, rather than a paraphrase
- A screenshot where the interface is involved
- What you have already tried
For agent problems, /tmp/pingniner.log on Unix contains the installer output and is the single most useful thing you can attach.
TIP
"Site monitor 'Acme Checkout' has been showing Down since 14:20 UTC on 3 September, but the site loads fine for me from two networks" gets a useful answer far faster than "monitoring is broken".
Feature requests and bugs
Send them through the same ticket form under Other. Concrete examples help — what you were trying to do, and what got in the way.
The monitoring agent is open source, so agent bugs and pull requests can go to its GitHub repository directly.
Account deletion
There is no self-service deletion. Cancel any subscription in Billing, then open a ticket under Billing or Other requesting deletion.