This document defines what DeployFly support covers, what falls outside our scope, and how to get the most from your support entitlement. Understanding our support boundaries helps set clear expectations and ensures you get faster, more useful help when you need it.
1. Overview
DeployFly support is delivered through the in-app ticket system. Our team helps you get the most out of the DeployFly panel and resolves issues caused by our software. We do not provide general-purpose Linux system administration, application development assistance, or VPS provider support.
2. What We Support
Our support team can assist with any of the following topics:
DeployFly Panel Features
- Troubleshooting panel features that are not working as documented
- Questions about how to use any feature in the DeployFly interface
- Reporting and resolving bugs in the panel UI or API
- Connectivity issues between DeployFly and a properly configured VPS server
- Stack installation failures caused by a bug in our installer scripts
- SSL certificate issuance issues that appear to be caused by our implementation
- Git deployment webhook configuration and troubleshooting
- File manager, SSH terminal, and monitoring issues within the panel
Account and Billing
- Account access issues (locked out, 2FA problems, email change)
- Billing questions, invoice requests, and payment failures
- Plan upgrades, downgrades, and cancellations
- Refund requests (subject to our Refund Policy)
- Team member invitations and access management
Onboarding and Guidance
- Guidance on connecting your first server
- Advice on choosing the right stack for your application type
- Clarification on DeployFly documentation
- Best practice recommendations for features we provide
3. What We Do Not Support
The following topics are outside the scope of DeployFly support. These are general system administration tasks that are the responsibility of the server owner.
Linux and Server Administration
- General Linux command-line assistance not related to DeployFly features
- Custom server configurations not managed by DeployFly
- Kernel upgrades, OS migrations, or major system changes
- Network configuration, routing, or IP address management at the OS level
- SSH configuration outside of what DeployFly manages
- System performance tuning beyond what the monitoring panel provides
Third-Party Application Issues
- WordPress plugin or theme conflicts, errors, or customisation
- Laravel application code errors, framework upgrades, or Eloquent queries
- Node.js application crashes caused by your application code
- Custom application debugging, code review, or architecture advice
- Third-party integrations (payment gateways, email APIs, etc.) in your application
VPS Provider Issues
- Server hardware failures or VPS provider outages
- VPS provider billing, account management, or support tickets
- DNS management at your domain registrar or DNS provider
- Server provisioning or VPS plans (what specs to buy, etc.)
Security Incidents on Your Servers
- Investigation or remediation of security breaches on your servers
- Malware removal, server forensics, or incident response
- Security audits of your applications or server configurations
If your server has been compromised, we recommend engaging a professional incident response service. DeployFly's AI diagnosis feature may assist with identifying obvious issues, but it is not a substitute for professional security expertise.
4. Support Channels
All support is provided through the following channels:
- In-app ticket system — Available from your DeployFly dashboard under "Support → Tickets". This is the primary and fastest channel.
- Email — You may also email support@vpspro.io, though tickets submitted via the panel include useful context automatically.
We do not offer phone support, live chat, or real-time screen-sharing sessions at this time.
5. Response Time SLAs
Response times are measured from when a ticket is submitted to when our team sends a first substantive response (not an automated acknowledgement).
| Plan | First Response (Business Days) | Priority |
|---|---|---|
| Starter | Up to 72 hours | Standard |
| Growth | Up to 48 hours | Standard |
| Pro | Up to 24 hours | Priority |
| Agency | Up to 8 hours | High Priority |
Business hours are Monday to Friday, 09:00–18:00 UTC. Tickets submitted outside business hours or on public holidays will be handled on the next business day. Response times are targets, not guarantees, and may be longer during high-demand periods.
6. How to Get Faster, Better Help
When submitting a support ticket, include the following to reduce back-and-forth:
- The specific feature or page in DeployFly where the issue occurs
- Steps to reproduce the problem
- What you expected to happen vs. what actually happened
- Any error messages shown in the panel (copy the full text, not a screenshot if possible)
- The server ID or application name affected (from your dashboard)
- When the issue first appeared
7. Professional Services
For tasks that fall outside the scope of support — such as server migration, custom stack configuration, application performance tuning, or security hardening — we recommend working with a qualified systems administrator or DevOps engineer.
Agency plan subscribers may contact us to enquire about availability of bespoke professional services engagements at agency@vpspro.io.
8. Feedback and Feature Requests
We actively improve DeployFly based on user feedback. If you have a feature request, a suggestion for improving existing functionality, or have encountered an issue that you believe is a product bug, please submit it through the in-app ticket system and mark it as "Feature Request" or "Bug Report" accordingly.