Support
Reach the operating team.
Email the machine identifier, observed impact, and authorized action. The public support mailbox is reviewed daily from 8 a.m. to 10 p.m. Eastern.
Email the operating team
Use for network questions, access problems, billing questions, planned changes, and non-urgent hardware requests.
[email protected] Active service impactMark the impact clearly
Put “URGENT” in the subject and state the affected server, observed impact, time detected, and last known good state. Confirmed service impact is triaged ahead of routine work during staffed hours.
Prepare urgent email Daily · 8 a.m.–10 p.m. ETRemote hands
Physical work requires a specific server identifier, permitted action, stop condition, and completion check.
Read remote-hands termsMailbox coverage describes when requests are reviewed; it is not a guaranteed response or restoration time. Any additional escalation path or committed target appears in the customer’s written service terms.
Request checklist
Put these details in the first message.
Do not send passwords, private keys, recovery codes, or other credentials by ordinary email.
- Customer, company, or project name.
- Server model and the identifier used in your Helixrack records.
- What is unavailable or behaving differently.
- When the issue began and the last known good state.
- Recent changes, including reboots, updates, cabling, or network work.
- The exact physical action Helixrack may perform, if any.
Service boundary
Physical environment on our side. Workload on yours.
Facility power, cooling, facility-side network handoff, receiving, metering, and approved physical work.
Operating system, applications, credentials, backups, access control, data, and workload-specific obligations.
A signed agreement or specifically authorized work order may define a different boundary for a particular task.