Scope of Support

Great support is at the core of ClawVPS. Our team doesn't just open tickets — we own problems from start to finish. This page clarifies exactly what we handle, so you know what to expect.

1. What We Cover

Our support team assists with the following areas:

Platform & Infrastructure

Instance provisioning and initial setup
Server health monitoring and uptime
Network connectivity and DNS resolution
Gateway configuration and management
SSL certificate provisioning and renewal
Backup configuration and restore assistance
Firewall and security configuration
OpenClaw agent installation and updates

AI Agent Configuration

Model provider setup (OpenAI, Anthropic, Google, OpenRouter)
Channel integrations (Discord, Telegram, Slack)
Agent behavior and troubleshooting
Memory and context configuration
Elevated mode setup and monitoring
Safety and content filter settings

Billing & Account

Subscription management and plan upgrades
Payment processing issues and failures
Invoice and receipt requests
Refund requests and cancellations
Account access recovery

Instance Management

Start, stop, and restart instances
Factory reset coordination
SSH access and server-side troubleshooting
Instance upgrade and downgrade
Control panel and UI issues

2. Response Times by Plan

Plan	Channel	Response Time
Basic	Email	Within 48 hours
Standard	Email / Ticket	Within 24 hours
Pro RECOMMENDED	Email / Ticket (Priority)	Within 8 hours

Response times are business hours (9 AM – 6 PM IST, Mon–Fri), unless priority support is specified.

3. Outside Our Scope

The following are your responsibility. We're happy to point you to resources, but we don't directly troubleshoot these:

Custom code, scripts, or application logic you write

Debugging your own app-level issues

Third-party AI provider outages or API errors

Content generated by AI agents on your instance

Custom server configurations beyond platform defaults

Data loss from failed or missed backups

Security issues from user misconfiguration

Integrations with platforms not listed as supported

Performance issues from excessive or improper usage

DNS propagation and registrar-level issues

4. How to Reach Us

If you have a support issue covered by our scope, here's how to get in touch:

Email Support

support@clawvps.ai

Best for general questions and non-urgent issues.

Contact Form

Submit a request

Attach screenshots and error logs for faster resolution.

Include in your ticket: Registered email address, instance ID or URL, description of the issue, and any error messages or screenshots.

5. Not Happy with the Response?

We want every interaction to be satisfactory. If you're not happy with a response:

1 Reply to your existing ticket and explain your concern
2 Request escalation to a senior support engineer
3 Email management at support@clawvps.ai if the issue persists