We're Here to Help

From SSH connection errors and AI terminal questions to invoices, refunds, and enterprise rollouts - our engineering and billing teams reply within 24 business hours, with priority queues for Pro Annual and Enterprise customers.

Support Options

Technical Support & Troubleshooting

Encountering technical hurdles? If you're facing issues with server connections, SSH key authentication, or unexpected terminal errors, our engineering team is ready to help you resolve them quickly.

Join Discord

Sales, Account & Billing

Need help with your subscription or purchase? Whether you have questions about invoices, licensing, plan upgrades, or accessing your receipt, we're dedicated to ensuring a smooth billing experience.

Contact Support

General & Enterprise Inquiries

Looking for something else? For enterprise quotes, partnership proposals, custom integration requests, or just to share your feedback, our team is always open to new conversations.

Contact Support
Self-serve

Try these first - most issues resolve in two minutes

Nine out of ten support tickets we receive map to one of these four guides. Skim the matching doc before opening a ticket and you'll usually be unblocked faster than email can round-trip.

Connection won't establish

Timeouts, refused connections, or host unreachable errors? Verify SSH port, firewall, and key permissions in two minutes.

Open connection troubleshooting

SSH key authentication errors

Permission denied (publickey)? Walk through key generation, registry permissions, and identity context with the SSH guide.

Read the SSH security guide

AI terminal not responding

AI assistant stuck, blank, or returning errors? Check your model, network access, and prompt quotas in this guide.

Fix AI terminal issues

Backup or restore failing

Snapshot failed, restore stuck, or schedule not firing? Diagnose storage credentials and disk space step-by-step.

Open backup troubleshooting
Response times

What support comes with your plan

Every CtrlOps customer gets community Discord access and email support. Pro Annual and Enterprise customers move into priority queues with faster first-response targets - see the full breakdown below or compare plans on pricing.

Monthly

  • Discord community access
  • Email support (support@ctrlops.io)Standard
  • Early access to new features
  • Dedicated account manager
  • Custom integrations & SSO

Pro (Annual)

  • Discord community access
  • Email support (support@ctrlops.io)Priority
  • Early access to new features
  • Dedicated account manager
  • Custom integrations & SSO

Enterprise

  • Discord community access
  • Email support (support@ctrlops.io)Priority
  • Early access to new features
  • Dedicated account manager
  • Custom integrations & SSO
Compare full plans on pricing
Support FAQ

Frequently asked questions

Quick answers to the questions we get most often about billing, refunds, response times, and getting your team rolled out on CtrlOps.

Reply times depend on your plan. Monthly subscribers typically hear back within 48 business hours, Pro Annual within 24 business hours, and Enterprise customers within 4 business hours. See the response-time matrix above for the full breakdown.
Please include your operating system and CtrlOps app version, the affected server's OS distribution, a screenshot or copy of the exact error message, and the steps you took before hitting the issue. The more context, the faster we can reproduce and fix.
Yes. We offer a refund window as outlined in our refund policy. Email support@ctrlops.io with your order ID and a brief reason - our billing team typically processes refunds within 5 business days.
Open the CtrlOps app menu and choose About CtrlOps to see your installed version. For log paths and how to capture diagnostics for a ticket, follow the steps in our connection troubleshooting guide.
Absolutely - this is part of our Enterprise plan. Email support@ctrlops.io with your team size, identity provider (Okta, Google, Azure AD, etc.), and any compliance requirements, and we'll schedule a scoping call.
Yes. Teams and Enterprise customers can request a guided walkthrough covering fleet setup, SSH key registry, deployments, and AI terminal best practices. Email support@ctrlops.io with the subject "Demo request" and we'll send you available slots within one business day.