How to Contact Support

Getting Help

If you run into an issue with your ClawHosters instance or have a question about billing, configuration, or anything else, the fastest way to get help is through the built-in support ticket system.

Creating a Support Ticket

1. Log in to your ClawHosters dashboard
2. Click Support in the navigation
3. Click New Ticket
4. Select a category that best describes your issue
5. Enter a subject line
6. Describe the issue in the message field
7. Submit the ticket

You will receive an email confirmation once the ticket is created.

Ticket Categories

Choose the category that best fits your issue. This helps the support team route your request to the right person.

Category	When to Use
Bug Report	Something is broken or not working as expected
Billing	Questions about charges, invoices, Claws balance, or payment methods
Instance Issue	Problems with your VPS, deployment, or container
AI Issue	LLM configuration, API key problems, or AI response issues
Feature Request	Suggestions for new features or improvements
General Question	Anything that does not fit the categories above

What to Include in Your Ticket

The more detail you provide, the faster the support team can help. Include:

• Instance name — Which instance is affected (if applicable)
• What you expected — What you were trying to do
• What happened instead — The actual behavior or error message
• Steps to reproduce — How to trigger the issue (if it is repeatable)
• Screenshots — Attach any relevant screenshots if the issue is visual

For billing questions, include the approximate date and amount in question.

Response Times

The support team typically responds within 24 hours. Tickets are handled in the order they are received, but urgent issues (instance down, billing errors) are prioritized.

Tracking Your Ticket

After creating a ticket, you can track its status from the Support page in your dashboard.

Status	What It Means
Open	Your ticket has been received and is waiting for review
In Progress	The support team is actively working on your issue
Resolved	The issue has been addressed — check the response
Closed	The ticket is closed and no further action is needed

You will receive email notifications when the support team replies or when your ticket is resolved.

Replying to a Ticket

To add more information or follow up on an open ticket:

1. Go to Support in your dashboard
2. Click on the ticket
3. Type your reply in the message field
4. Submit

You can only reply to tickets that are in Open or In Progress status. Resolved and closed tickets do not accept new replies.

Email Support

You can also reach support by emailing support@clawhosters.com. The support team monitors this inbox and will follow up with you.

For the fastest response, use the dashboard ticket system — it automatically includes your account context and instance information.

Before Contacting Support

Check these resources first — your question may already be answered:

• Troubleshooting Common Issues — Solutions for frequent problems
• Instance Overview — How instances work, status meanings, and lifecycle
• Billing Overview — How billing, Claws, and payments work
• Security Overview — Infrastructure and data protection details

Related Documentation

• Troubleshooting Common Issues — Solutions for frequent problems
• Quickstart Guide — Full setup from account creation to running instance
• Choosing the Right Tier — Tier comparison and resource limits