ArmMini has exactly two contact channels: submit a ticket in the console, or email support@armmini.com. This page covers which one to use for what, how to write the email, and how fast each channel replies—no live chat, no phone line; the money that saves goes straight back into the hardware.
If you already have an account, use a ticket—the system links it straight to your machine and order. If you haven't ordered yet, presales questions go by email. Picking the wrong channel won't get you ignored, but it does add a hand-off that averages 2–4 extra hours.
Log into the console and open a new ticket from the Tickets page. It automatically attaches your instance ID, node, and subscription status—no need to repeat background info.
Our one official email address. Every message that lands here automatically opens a ticket and gets a case number starting with VM-—from that point on, we track the case number, not the sender.
About 60% of connection issues get resolved within 10 minutes using the troubleshooting guide; billing questions are already answered word-for-word in the FAQ. Check there first—you'll get your answer faster either way.
| Your situation | Recommended channel | First response | Notes |
|---|---|---|---|
| Machine unreachable / can't connect | Console ticket | < 2h | Select "Unreachable machine" when opening the ticket to enter the priority queue |
| Billing, refunds, renewals | Console ticket | < 2h | The system auto-links your order number, skipping the verification step |
| Presales: plan selection, delivery questions | < 24h | Add a "[Sales]" prefix to the subject so it routes straight to the presales team | |
| Bulk orders, custom configuration | Quote within 1 business day | 5 units minimum; the more specific your requirements, the faster the quote | |
| Partnerships, discounts, review units | < 3 business days | Add a "[Partnership]" prefix and include verifiable reference links | |
| Can't log into the console | < 24h | Email from your registered address so we can verify account ownership |
The three standard tiers (Basic / Standard / Pro) can be ordered directly in the console and are delivered within 10 minutes—no need to involve sales. The two cases below are the ones actually worth a presales email.
Orders of 5 or more identical machines involve delivery scheduling and rack planning, so they go through email. The process is a fixed four steps, and standard-size orders go from inquiry to full delivery within 3 business days:
Specify the model, quantity, target node, and billing cycle; add a "[Sales]" prefix to the subject line.
We reply within 1 business day with deliverable unit counts and the expected delivery date.
Pricing follows the published rate for your chosen cycle; confirming by email keeps the quote valid for 72 hours.
Complete payment in the console — standard orders deliver within 10 minutes, and larger batches deliver on the agreed schedule.
Beyond the standard tiers, two things are negotiable, both priced per unit and billed monthly or quarterly:
Evaluation takes 2 business days. We're upfront about what we won't do: no CPU/RAM changes (Apple Silicon is a unified SoC and can't be upgraded piecemeal), and no Windows or Linux OS images.
To: support@armmini.com
Subject: [Sales] CI team order for 8x Mini Standard
Team size: 8 iOS engineers, GitHub Actions pipeline
Requested model: Mini Standard (M4 / 24GB / 512GB) × 8
Target node: Tokyo preferred, Seoul as backup
Billing cycle: Quarterly, expected 6+ months of use
Special request: Please quote upgrading 2 units to 1TB SSD
# Follow this structure and you'll usually get a quote in one round-tripAll partnership matters go through email with a "[Partnership]" prefix on the subject line. Here are the terms and required materials for each of the three types below; applications with complete materials get a reply within 3 business days.
Recurring discounts for developer communities, university courses, and student teams. Tell us about your team's background, size, and intended use in the email, along with a link to your community page or institution info; once approved, the discount code is tied to your account and applies automatically at checkout in the console.
We welcome hands-on reviews and tutorials covering Xcode cloud builds, macOS CI, and remote development. We'll provide a test environment and technical fact-checking, but we won't steer your conclusions—critical points stay in; accuracy matters more than flattery.
Active tech blogs and video channels can request a 7-day review unit (Mini Standard tier). Include links to 2 previous pieces and your publishing plan in your email; keep the content up for 90+ days after publishing—no pre-approval needed.
Emails to support@armmini.com automatically open a ticket, and you'll get an instant reply with a case number starting with VM-—receiving that number means your request has been logged. Keep the original subject line in follow-ups, or you'll lose your place in the queue.
A complete email usually gets resolved in one round; missing key details typically means two extra rounds of back-and-forth. Run through this checklist before you hit send:
$ mail support@armmini.com
# The system auto-replies within 60 seconds:
✓ Ticket created #VM-208413
Queue: [Technical] Connectivity
Linked to: vm-jp-0142 (Tokyo · Mini Standard)
First response: within 24 hours (usually 4 hours during business hours)
# Keep the case number in the subject line to continue the conversationWe'll never ask for your login password or payment card details by email, and we'll never ask you to click a link to "verify your account." If you receive an email like that, open a ticket in the console to confirm it's really us.
Here are the five most common topics we get asked about. The answer to a policy question won't be a word longer than what's already on the page—checking first saves a round of waiting.
| Your question | Where it's already answered | If it's still unresolved |
|---|---|---|
| When does daily billing start | FAQ · Billing & Refunds: starts from when the delivery email arrives | Open a console ticket, category "Billing" |
| Refund window and amount | FAQ · Billing & Refunds: refund for unused days within 7 days | Open a console ticket with your order number |
| VNC black screen / SSH timeout | Help · Troubleshooting Guide: step-by-step commands | Attach mtr route trace results to your ticket |
| Which tier or node to pick | Pricing · Plan Comparison and Node Latency Benchmarks | Email with a "[Sales]" prefix describing your use case |
| Rent vs. buy, how it compares to a VM | How to Choose · Cost & Performance Comparison | Email with a "[Sales]" prefix for a tailored calculation |
Our support team runs two shifts across UTC+8 and UTC-8, with live coverage overlapping to about 20 hours a day; during the remaining gap, the system pre-collects diagnostic info while an on-call engineer handles anything urgent.
"Unreachable machine" tickets get a 2-hour first response year-round, holidays included. Policy and billing questions may roll over to the next shift on holidays, but never later than 24 hours. Every node runs 365 days a year with no downtime window, so connectivity tickets filed in the middle of the night still get handled.
All three standard tiers ship within 10 minutes of payment, billed by the day, with unused-day refunds within 7 days. Questions any time—email us, and your case number stays put through the whole conversation.