Contact routing

Send your request to the right team with actionable details

Send pre-sales configuration reviews and enterprise deployment requests to support by email. For existing orders, node incidents, and billing records, sign in to the console and submit a ticket. We use only these two contact channels to keep context in one place.

Submit a console ticket Email support@minideploy.com
Console tickets Node issues prioritized Target: first response within 4 hours for critical connection failures
Support email Assessments and enterprise requests Target: first response within 1 business day
What we need IDs, timestamps, logs Complete information reduces follow-up

Choose a route

Choose an entry point by issue type

Use one entry point per issue. If you already have a node or order, use a console ticket first so it can be linked to your account records, node ID, and handling status.

PRE-SALES

Pre-sales consultation

Use this to confirm the target region, rental term, concurrent device count, toolchain, and remote access method. If you do not have an account yet, email us directly.

Entry point: Support email

INCIDENT

Technical support

Use this for connection failures, authentication errors, display lag, build failures, or disk space issues. Include the node ID and timestamp.

Entry point: Console ticket

ENTERPRISE

Enterprise deployment

Use this to assess team size, CI concurrency, access controls, data retention, and procurement timing. Confirm capabilities and delivery scope point by point.

Entry point: Support email

BILLING

Billing issues

Use this to reconcile orders, payment status, rental terms, and billing records. Do not submit complete payment credentials or sensitive keys in email or tickets.

Entry point: Console ticket
Routing principle:Send pre-purchase requirements assessments by email; handle post-purchase node, order, and billing issues through console tickets. If an issue affects a running task, include the node ID, impact, and first occurrence time in the ticket title.

Pre-sales brief

Pre-sales brief: define region, term, and workload first

A pre-sales assessment does not need extensive background. Clearly provide the five items below so we can determine whether M4 Core, the region, and the rental term fit your workload.

Field Information required Valid example
Target region Choose based on users, code repositories, or artifact storage location Japan (Tokyo), with South Korea (Seoul) as a backup
Concurrent devices Number of dedicated physical machines running simultaneously, not total team size 2 machines, potentially increasing to 4
Rental term Day, week, month, or quarter, with the expected start time Rent for 1 week to validate, then switch to monthly use
Primary toolchain Xcode, xcodebuild, fastlane, self-hosted runner, Python, or media tools Xcode builds, unit tests, and fastlane uploads
Connection method SSH, VNC, or the macOS graphical interface; state whether interactive use is primary SSH for daily use, graphical interface for debugging
Current fixed configuration M4 Core M4 / 16GB / 256GB
Available nodes Five regions Singapore, Japan (Tokyo), South Korea (Seoul), Hong Kong, and the US West
Delivery timeline About 4 minutes Payment confirmation, resource allocation, system initialization, and credential generation

Technical incident

Technical issue brief: align logs, timestamps, and node IDs

Submit technical issues through a console ticket. Describe reproducible symptoms instead of writing only “cannot connect” or “build failed.” Preserve the original timestamps before retrying.

01

Identify the affected resource

  • Node ID shown in the console
  • Node region
  • Number of affected tasks and duration
  • Whether the same issue affects other nodes
02

Pin down time and network context

  • Date, time, and time zone of first occurrence
  • Client city
  • SSH, VNC, or graphical interface in use
  • Whether the network environment changed before or after the incident
03

Provide minimal reproduction steps

  • Which action first triggered the issue
  • Commands or interface actions performed
  • Expected result and actual result
  • Whether repeated attempts reproduce it consistently
04

Attach redacted logs

  • Keep timestamps and error codes
  • Remove keys, tokens, and private project content
  • Include the necessary context before and after the error
  • Identify the reproduction steps covered by the logs
TICKET TEMPLATE 02 / INCIDENT

Recommended console ticket format

Put the node ID and incident type in the title first. Record events in chronological order and do not combine unrelated issues. One ticket per primary incident makes ongoing tracking easier.

Sign in to the console and create a technical ticket 
Subject: Node ID / SSH connection timeout / Build blocked

Node ID: Full ID from the console
Node region: Hong Kong
Occurrence time: Include date, time, and time zone
Client city: Enter your actual city
Connection method: SSH
Impact: Build task cannot reach the node
Reproduction steps:
1. Initiate an SSH connection using the original configuration
2. Wait until the client returns a timeout
3. Test again after switching networks
Expected result: Establish a command-line session
Actual result: Connection timed out
Redacted logs: Keep timestamps and error details
Checks completed: Network switch, client restart, address verification
Severity wording:Clearly distinguish “cannot connect at all and the current task is blocked” from “occasional lag but the task can continue.” Critical connection tickets target a first response within 4 hours; general configuration and performance issues target a first response within 1 business day.

Enterprise assessment

Enterprise requirements brief: confirm scale, concurrency, and controls separately

Assess enterprise requirements by email first. Describe mandatory constraints, acceptable alternatives, and planned timing. Do not put unconfirmed capabilities into internal implementation plans.

TEAM

Team and users

Describe team size, the number of people who actually use the nodes, operating time zones, and how development, build, and operations responsibilities are divided.

Team size
Separate total headcount from direct users
Working time zones
List the main operating periods
Responsibility boundaries
Who manages nodes, keys, and the toolchain
CI CAPACITY

CI concurrency and workload

Provide peak concurrent task count, average daily builds, build duration, and how caching, artifact uploads, and retries are handled.

Peak concurrency
Number of runners executing simultaneously
Task profile
Track tests, archives, and uploads separately
Scaling plan
Fixed capacity or staged increases
CONTROL

Access control

Describe permitted remote access sources, least-privilege requirements, temporary key handling, and the process for removing access when members leave.

Source restrictions
Network ranges that must be allowed
Permission model
Separate administrator and task accounts
Audit requirements
Types of activity records to retain
DATA

Data retention

Specify how long project files, build caches, logs, and artifacts must each be retained, along with the migration and deletion process before the rental term ends.

Project data
Source, capacity, and sync direction
Build logs
Retention period and access roles
End of rental term
Migration owner and acceptance criteria
PROCUREMENT

Procurement timeline

State the planned dates for assessment, validation, procurement, and production use, plus the technical and billing checks required internally.

Validation stage
Define test criteria for approval first
Procurement milestone
State the decision date and owner
Start time
Use an absolute date and specify the time zone
BOUNDARY

Handling unconfirmed capabilities

Mark each requirement in your email as “required,” “preferred,” or “replaceable.” MiniDeploy will respond point by point based on the current model, regional availability, and existing delivery scope, without making advance commitments for unconfirmed capabilities.

Send an enterprise assessment email

Before sending

Response preparation checklist: complete six checks before sending

Clear contact details and availability shorten troubleshooting more effectively than repeated follow-ups. The following items apply to both email and console tickets.

  1. 01

    Confirm an email address that can receive replies

    Use an address monitored continuously for replies. If contacting us on behalf of a team, identify the primary contact and internal roles to keep informed. Do not submit the same issue through multiple channels.

    CONTACT
  2. 02

    Include the time zone for every timestamp

    Use absolute dates and time zones for the incident time, requested start date, and troubleshooting availability—for example, “2026-08-12 14:30 UTC+8”.

    TIME
  3. 03

    Set priority based on actual impact

    State whether the issue is a complete blocker, partial task failure, performance degradation, or general configuration question. Do not mark an issue as critical if it does not affect the current task.

    PRIORITY
  4. 04

    Provide troubleshooting availability

    Specify times within the next business day when you can run tests, reproduce the issue, or confirm recovery, and state whether any node tasks cannot be interrupted.

    AVAILABILITY
  5. 05

    Remove sensitive information

    Keep timestamps, error codes, command names, and necessary paths in logs. Remove passwords, access tokens, private keys, signing materials, and private project content.

    REDACTION
  6. 06

    Define verifiable completion criteria

    For example, “establish 3 consecutive SSH sessions,” “complete the specified build and upload the artifact,” or “the order status matches the payment record,” so both sides can confirm closure.

    ACCEPTANCE

Account operations

Manage orders, renewals, nodes, and billing records in the console

The console is the operations hub for existing orders. To rent a Cloud Mac, view dedicated physical machine status, manage a rental term, or submit a ticket linked to an order, sign in to the console first.

Payment facts

Payment and settlement details

All plans and add-ons are priced in USD. Before submitting a billing ticket, verify the order amount, rental term, add-ons, and payment status shown in the console.

A

USDT-TRC20

Complete payment using the information shown during checkout. For billing issues, provide only the order ID, timestamp, and redacted transaction identifier.

B

Visa / Mastercard / Amex

Card payments are processed by Stripe. Actual gateway availability is determined by the result returned by the backend at checkout.

USD

Settled in USD

Models, rental terms, and add-ons are all billed in USD. Use the original USD amount shown on the order when reconciling billing.

Billing tickets should include:Order ID, payment time and time zone, current console status, and the specific item to verify. Do not submit complete card details, account keys, or any sensitive information that could be used to initiate another payment.

Next action

Have a node issue? Submit a ticket with the node ID

The console is best for order, node, connection, and billing issues. If you have not purchased yet and need to confirm a region, concurrent device count, or enterprise deployment scope, send a structured email to support@minideploy.com.

Submit a console ticket Rent a Mac mini now →