Email us about configurations, locations, or team plans. Already have a machine? Sign in to the console to submit a support ticket.
For enquiries on business days, include your preferred response time and time zone. We don't promise a fixed response time; we'll follow up by email or in your support ticket.
There’s no need to send the same question through multiple channels. Keep order-related details in a support ticket and pre-purchase enquiries in an email.
Comparing configurations? Start by telling us what you need to run. App builds, routine CI, and heavy parallel builds have different requirements, so don’t choose by chip name alone.
Include your toolchain, number of concurrent jobs, estimated disk usage, and location. We can help you compare our two configurations and six locations, without making promises based on unverified latency figures.
For an existing order, sign in to the console and open a support ticket. Include your order or instance ID, location, configuration, and the time and time zone when the issue occurred.
Connection failures, payment status, renewals, and system environment issues can all be handled in the same ticket. Reply to the original ticket with any troubleshooting results so we can follow the timeline.
For multiple machines, long-term quarterly rentals, or Thunderbolt 5 clustering, email us with the number of machines, how you’ll divide the workload, and your expected rental term.
For self-hosted runners, include the number of parallel jobs, build artifact sizes, and how your team will access the machines. Clustering is charged per machine; discussing a setup doesn’t imply an extra discount or performance guarantee.
Fill in the form to create a draft, then send it from your own email app. This form only prepares the message; it doesn’t submit anything to our server.
Our only contact email is support@xcodenet.com. You don’t need a separate address for pre-sales or team enquiries — just state what you need in the subject line.
Try a subject such as “Configuration advice”, “Team rental”, or “Compliance enquiry”, then describe the task you need to run. In the body, cover your use case, configuration, location, rental term, and questions so we can get straight to the details.
Our two configurations are XN Core M4 (M4, 16GB, 256GB SSD) and XN Pro M4P (M4 Pro, 64GB, 2TB SSD). If you’re unsure, describing your workload is more useful than guessing at a configuration.
Submit order-related issues through the console. For connection problems, tell us whether you’re using SSH or screen sharing, the client type, the exact error, and when you last connected successfully.
For payment issues, include your order ID and payment status; for on-chain payments, you can also provide the transaction hash. Never email a full card number or private key. We don’t guarantee a fixed response time; check the original ticket for updates.
Our locations span Asia-Pacific and the US. Machine availability doesn’t determine when our team replies; all six locations operate year-round, 365 days a year. For support updates, check your email or ticket.
| Location | Time zone | What to include |
|---|---|---|
| Singapore | UTC+8 | Include the local date, time, and UTC offset. |
| Japan (Tokyo) | UTC+9 | Include your own time zone too, so we don’t mistake your client’s clock for the machine’s local time. |
| South Korea (Seoul) | UTC+9 | Include when the error occurred. If you have logs, keep their original time zone. |
| Hong Kong | UTC+8 | If it happened more than once, include the first and most recent times. |
| US East | Eastern Time; UTC offset varies with daylight saving time | Include the date and UTC offset, not just “morning”. |
| US West | Pacific Time; UTC offset varies with daylight saving time | You can use UTC consistently and note the local time window when you’d prefer a reply. |
Choosing a location? Tell us where you’ll connect from and whether you mostly use the command line or a graphical interface. Distance is only a guide; your local network and cross-region routing also affect the experience.
Check the help page first, then include what you’ve already tried in your ticket. Instead of saying “it doesn’t work”, tell us where you get stuck.
Check the host, port, and credentials shown in the console. Note whether the connection times out, is refused, or fails authentication. Include details about your local network and client, then check the connection troubleshooting guide.
First check whether the order shows a payment record. USDT-TRC20 payments need on-chain confirmation; card payments are processed by Stripe. Don’t pay again just because the page is still loading. Check your order, then read the payment guide.
Check your order’s expiry date, current disk usage, and whether important files have been synced to your own storage. Data retention and deletion are described in your order details; don’t rely on an unspecified window as a backup plan. See the renewal and environment FAQs.
All prices are charged in US dollars (USD). We accept USDT-TRC20 and Visa / Mastercard / Amex (via Stripe) only. Available payment options are confirmed by the payment gateway at checkout.
XN Core M4 costs $21.4 per day; XN Pro M4P costs $59.3 per day. External SSD add-ons: +1TB SSD is $2.2 per day and +2TB SSD is $4.4 per day. Thunderbolt 5 clustering costs $1.5 per machine per day.
You can discuss configurations by email, but this doesn’t replace an order. See the plans page for full pricing across all four rental periods and add-ons. Availability is based on the live status shown in the console.
We’ll never ask you to email a full card number, card security code, machine password, or connection private key. For troubleshooting, send redacted logs and a description of the issue; specify the scope of any access in your support ticket.
For billing or compliance documents, tell us what they’re for and what file types you need. Use the same support email. See our privacy policy and terms of service for information about how data is handled and used.
Select a configuration, location, and rental term. Once payment is confirmed, check the console for access details and connection credentials. Still deciding? Email us about your workload first.