Route your request

Contact the Cloud Mac support team

If you already have an order, submit a ticket in the console first. The system can include your order ID, selected node, billing cycle, and event history, reducing back-and-forth questions.

For pre-sales advice, configuration guidance, privacy requests, or partnership inquiries, email support@vmmini.com. Do not send passwords, private keys, recovery phrases, or unsanitized access credentials.

Submit a console ticket Email support
Console tickets
Best for existing orders, connection failures, runtime issues, and billing checks. You can keep tracking the queue and replies in one place.
Support email
Best for pre-sales, privacy, and partnership inquiries. We classify each request first and send the initial response by email.
Request routing VM / CONTACT
Check for an existing order

Order context determines the best path. Existing orders go through the console; pre-sales, privacy, and partnership requests use support email.

  1. 01
    Identify the request Pre-sales, technical, billing, privacy, or partnership
  2. 02
    Add useful context Order ID, node, timestamp, and reproduction steps
  3. 03
    Remove sensitive data Sanitize logs and never include access keys
Available nodes Singapore · Japan (Tokyo) · South Korea (Seoul) · Hong Kong
Choose a request type

Pick a topic, then gather the right details

These five entry points do not send your request to a third-party channel. Selecting a type adds it to the email builder so your subject and message are clear.

Structured email

Generate a support email ready to send

This form organizes the subject and message in your browser only. After submission, your system email app opens so you can review the content and send it to support@vmmini.com.

Request details

Fields marked “required” are needed for classification. Add an order ID only when relevant.

Use the order ID shown in the console. Do not include passwords, private keys, or payment credentials.
Remove access tokens, email addresses, internal domains, private keys, and other sensitive fields from technical logs first.

Do not submit: passwords, private keys, recovery phrases, complete access tokens, unsanitized logs, or credentials that could directly access a node.

Existing order

Keep the full context in a console ticket

For connection failures, build errors, disk issues, unresponsive services, or billing checks, a ticket can link the order, node, and support history directly.

  • Include the start time and time zone
  • Provide the shortest reproduction steps and complete error text
  • List the network, disk, or process checks already completed
  • Sanitize logs before uploading them

Track progress: Check the queue status, add information, and read replies in the console after submitting.

Sign in and submit a ticket
No order yet

Support email handles pre-sales and special requests

Send configuration, node selection, privacy, and partnership inquiries to support@vmmini.com. Include the request type in the subject to speed up initial classification.

  • For pre-sales, describe MLX, CI, or automation use cases
  • For privacy requests, specify the data scope and requested action
  • For partnerships, outline the goal, timeline, and responsibilities

Reply history: The initial classification and any follow-up questions will arrive in the same email thread.

Email the support team
Before you submit

Different issues need different evidence

The closer your information is to a reproducible case, the sooner the support team can investigate instead of asking for the environment, node, and time range first.

Technical issues

Make the failure reproducible

  • When it happened: Include the date, time, and time zone.
  • Reproduction steps: Describe one action per step, from the working state to the error.
  • Environment: Include the node, system version, tool versions, and relevant ports.
  • Sanitized logs: Keep the error context, but remove credentials and identity information.
Orders and billing

Point each question to a specific record

  • Order ID: Copy the ID shown in the console instead of providing only a device nickname.
  • Billing cycle: Specify daily, weekly, monthly, or quarterly billing.
  • Configuration: Include the node, SSD add-ons, or the number of Thunderbolt 5 connections.
  • Expected result: Identify the line item or status you want checked.
Pre-sales

Describe the task, not just “will it run?”

  • Workload: Describe MLX inference, Mac AI deployment, continuous integration, or automation.
  • Usage pattern: Specify interactive use, a persistent service, batch jobs, or a build queue.
  • Target node: Choose based on your team, code source, and users' locations.
  • Exit plan: Explain how you will export artifacts, retain logs, and remove data after the task ends.
Four-node coverage

Choose a node based on the real access path

VMMini currently offers four nodes: Singapore, Japan (Tokyo), South Korea (Seoul), and Hong Kong. Consider your team's location, code source, and primary users when choosing.

SG Southeast Asia

Singapore

A good fit for workloads whose teams, code sources, or main access paths are in Southeast Asia. Test the route from your actual office network before ordering.

Check first
SSH and graphical connection paths from the team to the node
Useful context
Model sources, build repositories, and artifact destinations
JP East Asia

Japan (Tokyo)

A good fit for development work with collaboration paths in Japan or East Asia. Tell us where code and build artifacts need to travel.

Check first
Code pulls, dependency downloads, and remote access routes
Useful context
Build queue frequency and the duration of each task
KR Northeast Asia

South Korea (Seoul)

A good fit for workloads whose users, teams, or service calls are in South Korea and nearby regions. Base the final choice on testing.

Check first
Persistent connection stability and external service routes
Useful context
Persistent service ports and health-check methods
HK South China and Southeast Asia

Hong Kong

A good fit for development and automation tasks with primary routes in South China or Southeast Asia. Distinguish team login paths from service access paths.

Check first
The three routes between your team network, code source, and target service
Useful context
The ratio of interactive work to background tasks
Node availability

Combinations listed in the catalog are generally available. Check the console for real-time availability. VMMini nodes run normally year-round, 365 days a year, with no regular service interruptions.

Self-service

Review configuration, connectivity, and policy boundaries

If public documentation can answer your question, the relevant page is faster than an email exchange. If anything remains unclear, submit a request with the specific page and question.

Plans and pricing View the only available plan Review the VMMini M4 configuration, four billing cycles, additional storage, and payment methods. Troubleshooting Open the help center by task Find troubleshooting steps for connections, MLX inference, continuous integration, disks, and order issues. First deployment Follow the path from order to workload Choose a node, create an order, connect for the first time, check the environment, and validate your workload. Data processing Understand data privacy Review data collection, use, retention, security measures, and how to exercise applicable rights. Service terms Read the order and usage rules Review billing cycles, payment, permitted use, availability targets, suspension, and termination rules.
Ready to contact us?

Use a ticket for existing orders, email us for everything else

Tickets are best for linking nodes and order records; email is best for pre-sales, privacy, and partnership inquiries. Whichever path you use, remove passwords, private keys, and access tokens first.

Submit a console ticket Email support