Choose a path

First, explain what happened,
then send it to the right channel

For pre-sales guidance and general questions, email us. For existing orders, active devices, billing records, or security incidents, sign in to the console and submit a ticket so the order ID, location, and case history stay in one timeline.

Email Support Submit a Console Ticket

Public email: support@berryvm.com
Trackable channel: Console ticket
Do not send: Access passwords or unredacted logs

CONTACT INTAKE Issue intake desk

2 channels

PRE

Configuration and term not decided

Share your workload, memory needs, expected term, and candidate locations by email.

BIL

Existing order or payment record

Include the order ID and payment status, then open a console ticket so we can match the same record.

Ticket

RUN

An active device has an issue

Include the location, time, impact, reproduction steps, and redacted logs. Do not send access credentials.

Ticket

SEC

Security, privacy, or compliance question

Start your email with the scope of the issue and a way to reach you. If it concerns an existing order, add a console ticket afterward.

Email or ticket

Intake principles One issue per email subject or ticket

Pre-sales guidance

Define the task clearly instead of sending a pile of project files

We use your workload, memory needs, rental term, and candidate locations to recommend suitable options. During consultation, do not submit source code, signing materials, access keys, or customer data.

MAIL DRAFT / SUPPORT

Generate a structured inquiry email

Page content is not uploaded

Issue type

Pre-sales selection Workload, configuration, term, and location Orders and billing Order status, payment records, and reconciliation Active incident Connection, build, disk, or network issue Security and privacy Vulnerability, data handling, or compliance question

Reply-to email

Order ID, or leave blank if none

Target workload or impact

Rental term or incident time

Current or candidate configuration

Current or candidate location

Subject summary

Reproduction steps, expected result, and checks completed

I confirm that this content contains no access passwords, keys, tokens, signing materials, or unredacted logs.

Have an order? Use a console ticket

Minimum selection details

Include these four items in a pre-sales email

Task:Xcode projects, CI Runner, React Native builds, or MLX experiments.
Configuration:Berry M4, or Berry M4 Pro for higher memory needs.
Term:Daily, weekly, monthly, or quarterly, and whether continuous operation is needed.
Location:Candidate locations among Singapore, Tokyo, Seoul, Hong Kong, and the eastern United States.

Do not email

Discuss scope only—never exchange sensitive content

Do not attach project source code, production data, access credentials, private keys, tokens, or signing materials. If logs are essential, include the smallest possible redacted excerpt.

View security measures

Orders and billing

Start reconciliation with the order ID—not a payment screenshot

All orders are settled in USD. Available payment methods are USDT-TRC20 and Visa / Mastercard / Amex via Stripe; the console determines the gateway available to you.

PAYMENT RECORD Billing details we need

Order ID: Unique ID on the order confirmation page
Settlement currency: USD
Payment method: USDT-TRC20 or card payment
Current status: Use the order record shown in the console
What to verify: Amount, payment status, term, or add-ons

TRACEABLE PATH When is a ticket required?

After creating an order, completing payment, or generating a billing record, sign in to the console and submit a ticket. This lets our team verify the configuration, location, term, and payment status against the same order.

One ticket handles one order or billing issue.
Include the order ID; never send complete card details or access credentials.
Reply to the original ticket with follow-up information instead of creating duplicates.

Submit a billing ticket

Active incidents

Keep symptoms, timing, and reproduction steps in one ticket

For connection failures, build errors, low disk space, dependency issues, or location network instability, link the relevant order from the console. Do not just write “it doesn’t work,” and never put access passwords in the ticket.

INCIDENT PACKET Incident intake fields

Order and location

Provide the order ID and the actual location: Singapore, Tokyo, Seoul, Hong Kong, or the eastern United States.

Time and impact

Include the time zone, first occurrence, whether it is ongoing, and whether it affects one task or the entire build pipeline.

Reproduction steps and expected result

Starting from a working state, describe each action, the actual result, and the expected result, and say whether the issue reproduces reliably.

Minimal redacted logs

Keep only the necessary lines around the error. Remove tokens, keys, passwords, customer data, repository URLs, and internal hostnames.

Run three checks first

Record the results before submitting to reduce back-and-forth

Connection issue: Record whether your local network works, when the remote session fails, and what happens on another network.
Build issue: Record tool versions, the failed command, exit code, and a minimal error excerpt. Do not upload the full project.
Disk issue: Record remaining capacity, growing directories, and cleanup actions. Do not delete system files of unknown origin.

Submit an incident ticket Read the troubleshooting guide first

Security and privacy questions

Report the impact first, then add verifiable evidence as needed

Send vulnerability reports, data handling questions, and compliance requests to support@berryvm.com. If the matter concerns an existing order, include the order ID and create a linked console ticket.

Vulnerability report

Describe verifiable conditions

Provide the affected feature, prerequisites, reproduction steps, observed result, and a preferred way to reach you. Minimize evidence and do not access or download unrelated data.

Data handling

Identify the data stage and location

Explain whether the issue concerns provisioning, operation, renewal, or termination, and identify the location plus the data categories, processing purpose, or deletion path to confirm.

Compliance inquiry

Specify the controls to review

List the project’s data boundaries, access controls, log retention, or cross-location processing requirements. Do not attach customer lists or original internal audit files to your first email.

Credentials are not part of an issue report

Never include access passwords, private keys, tokens, or unredacted logs in regular email or console tickets. When the support team needs to verify symptoms, we will first state the minimum information required in the original ticket.

Response expectations

Every request is acknowledged, classified, handled, and documented

Response time depends on how complete the information is. Create active-incident records in the console first; general selection, privacy, and compliance questions can start by email.

Contact channels, initial response targets, and recommended materials by issue type
Issue type	Preferred channel	Initial response target	Recommended information
Pre-sales selection	Support email	Within 1 business day	Task, configuration, term, candidate locations
Orders and billing	Console ticket	Within 1 business day	Order ID, payment method, items to verify
Active incident	Console ticket	Handling begins within 4 hours	Location, time, impact, reproduction steps, redacted logs
Security and privacy	Support email or linked ticket	Acknowledged within 1 business day	Impact, verification conditions, order link, contact method

Received

Confirm the channel and linked records

Check whether the issue needs to be linked to an order, bill, or active physical node.
Classified

Verify that the information is sufficient

If the location, time, or reproduction steps are missing, we will request them in the original email or ticket.
Handled

Investigate verifiable facts

Use order records, status information, and redacted evidence to locate the issue instead of relying on vague performance impressions.
Documented

Record the result in the original thread

The conclusion, next steps, and conditions that still need monitoring all go back to the original email or ticket.

Connectivity and environment

Check the usage and troubleshooting guides first

Start with the task path when troubleshooting first connection, Xcode, Homebrew, build tasks, and common network issues.

Open support guides

Access and isolation

Review security measures

Learn about dedicated physical-node isolation, credential rotation, minimal exposure, incident response, and support-access boundaries.

View security measures

Data boundaries

Review privacy practices

See how account, order, log, support, and device data are handled at each service stage.

View privacy practices

Next step

Have an order? Submit a ticket. Not ordered yet? Check your configuration first.

Use console tickets for orders, billing, and active incidents. When preparing to rent, confirm Berry M4 or Berry M4 Pro, term, location, and add-ons first.