Pre-sales configuration
Describe your workload, concurrent build count, node, term, and storage needs. Best for evaluations before placing an order.
Recommended channel: Support emailInclude all essential details at once
Contact ZoomMini,
and get your issue moving.
For pre-sales guidance, send a structured email. For existing orders, connection failures, and billing issues, sign in to the console and submit a ticket first. Both options are organized around verifiable information, so you do not need to start with an email that only says “it does not work.”
Only support emailsupport@zoommini.com
Pre-sales and non-urgent inquiries
Support email
For model selection, node recommendations, deployment planning, partnership inquiries, and questions unrelated to an existing order. Use the generator below to avoid missing key details.
Existing orders first
Console ticket
For delivery status, remote connections, instance operations, billing checks, and issues that need to reference an order record. After submitting, you can view the ticket number and status.
Open the ticket portalStart by choosing an issue type
Five issue types, two contact channels
Choose an entry point based on whether you already have an order and whether instance records need to be linked. Existing orders should use a console ticket first; other questions can be sent by email.
Existing order
Provide the order ID, node, current status, and expected result so we can directly link delivery, term, and billing records.
Recommended channel: Console ticketTechnical support
Include your macOS and Xcode versions, connection method, time of occurrence, reproduction steps, and relevant redacted logs.
Recommended channel: Console ticketSecurity report
Use a clear security subject, state when the issue occurred, describe the impact, and list containment measures already taken. Do not submit passwords, private keys, or complete credentials.
Recommended channel: Console ticket or support emailPartnership inquiry
Describe your partnership goals, required node coverage, estimated device scale, target timeline, and the specific points you want confirmed.
Recommended channel: Support emailPre-sales inquiry email
Clarify your workload and constraints first
After you complete the form, it generates the email subject and body locally and opens your system email app. The page does not send the fields to any other recipient.
Node coverage
View the two rental plans
All four nodes support both models
Available nodes are Singapore, Japan (Tokyo), South Korea (Seoul), and Hong Kong. Actual availability at checkout is determined in real time by the console; there is no need to ask about temporary status by email.
Write faster
View the getting-started checklist
Give decision criteria, not just a use case
“For iOS CI” is still too vague. Add the number of tasks running at once, build time, dependency size, whether graphical interaction is needed, and what outcome counts as a successful validation.
Technical issue draft
Match logs to timestamps and reproduction steps
For existing orders, copy these fields into a console ticket first. If you cannot access the console temporarily, you can also generate a structured email.
Run a local check first
View the complete troubleshooting sequence
Troubleshoot connection issues in the same order
Check your local network first, then review the device status in the console, and finally verify the address, credentials, and client cache. If the SSH fingerprint changes, do not skip verification.
Minimum log set
Submit a ticket linked to the order
Keep the four details that locate the issue
The time of occurrence, command executed, error code, and a small amount of surrounding context are usually enough to begin troubleshooting. Large amounts of irrelevant logs make diagnosis slower.
Mark security topics separately
If you suspect an incident, contain the impact before reporting it
For suspected account anomalies, unauthorized access, unusual remote connections, and data incidents. State when you discovered the issue, the affected order or node, observed behavior, and containment measures already taken.
Restrict access
Stop suspicious sessions, remove access that is no longer needed, and avoid continuing to use secrets that may have been exposed.
Preserve essential records
Record the time, order ID, node, source information, and key logs without altering the original timeline.
Rotate secrets
Rotate potentially affected SSH keys, repository tokens, runner keys, and application credentials.
Use a dedicated subject
Begin the email subject with “Security report.” For existing orders, submit a console ticket first and link the order ID.
What to expect
Triage first, verify next, then provide the next step
Processing order depends on the issue type, completeness of the information, and whether the order or node status must be verified. Complex issues will not be replaced by a generic reply when specific checks are necessary.
1Submit
Choose the channel that preserves context
A console ticket creates a trackable record and is best for existing orders; email is suitable for pre-sales, partnerships, and inquiries not yet linked to an order.
2Triage
Verify identifiers, timing, and scope
Support staff first determine whether the issue concerns delivery, connectivity, the development environment, billing, or security. If key fields are missing, they will request the minimum necessary information.
3Verify
Check along a reproducible path
When an order must be linked, node status checked, or a build issue reproduced, processing time varies with verification complexity. Continue replying in the original ticket or email thread.
4Follow up
Check request status in the console
Ticket status and follow-up replies are available in the console. For email inquiries, use the original thread and do not create multiple threads for the same issue.
What speeds up processing
- Describe one main issue per request
- Provide the order ID, node, and exact timestamp
- Separate expected and actual results
- Provide the shortest reproduction steps and redacted logs
What causes extra back-and-forth
- Writing only “it does not work” without describing the error
- Combining issues from multiple orders in one thread
- Leaving out the time of occurrence or version information
- Sending large amounts of irrelevant logs or secrets
Start here if you have an existing order
Manage orders and submit trackable requests
Sign in to the console to link orders, view device status, and submit tickets. If you are still evaluating models and nodes, visit the Help Center first, then use the pre-sales email generator to complete your requirements.