Route first, then resolve

Send your cloud Mac request to the right channel

When you are ready to rent, email your workflow, configuration, timeline, and preferred node. For connection or system issues on an active node, sign in to the console, submit a ticket, and attach redacted logs. The service team also handles bulk deployments and compliance requests.

Configure and order a cloud Mac Compose a consultation email
Pre-sales email
First response targeted within 1 business day
Node ticket
Handled in order of impact and urgency
REQUEST ROUTING

Request routing

Available

Plan consultation

Configuration, rental term, node, and add-ons

Email

Active-node issues

Connection, initialization, system, and runtime status

Ticket

Bulk and CI requirements

Concurrent queues, repository size, and toolchain

Email

Compliance and security matters

Resource requests, data boundaries, and security reports

Email
support@surevm.com One public support email
Pre-sales consultation email

Include the details needed for a direct recommendation

This form does not submit data to the website backend. After you finish, it only generates a draft email addressed to support@surevm.com, which opens in your system email app.

Plan requirements

Use an email address that can receive replies and describe your actual workflow. If you have not decided on a configuration, select “Need a recommendation.”

The service team will reply to this address; it will not be used to create an order.
Recommended configuration
Rental term
Target node
At minimum, specify the main tools, task types, project size, and expected usage pattern.
Add-ons are subject to the actual order configuration and the result returned by the console.

Write to email

Details that enable a direct recommendation

  • Development or production tools in actual use
  • Number of projects and tasks running concurrently
  • Approximate size of source code, models, or media assets
  • Preferred node and rental term
  • Storage expansion or daisy-chaining requirements

With complete information, the service team can recommend one of the two current configurations directly, reducing follow-up questions.

Do not include in email

Remove sensitive content first

  • Remote desktop passwords and login credentials
  • SSH private keys, tokens, and complete environment variables
  • Unredacted customer data and source code
  • Complete bank-card details or wallet keys

When troubleshooting with logs, keep only the timestamp, error code, and necessary context, replacing account, repository, and key data.

Active-node support

Submit post-order issues through a console ticket

Console tickets are linked to your account and service records, making them suitable for node connection failures, initialization errors, system status, reinstallation, billing ownership, and related issues.

Console ticket

Provide the node, timing, and reproduction path

Node identifier The node number shown in the instance details
Model and system Core or Plus, plus the current system version
Time of occurrence The first and most recent occurrence, including the time zone
Reproduction steps The specific actions from a normal state to the error
Redacted logs Error code, key context, and checks already performed
Sign in to the console and submit a ticket Review troubleshooting steps first
01

Connection or credential issues

First check your local network, entered credentials, and remote desktop client status. Do not put passwords in a ticket; the service team will never ask you to send one.

02

Abnormal node behavior

Record when the error occurred, current load, recent changes, and reproducible steps. Requests involving an unreachable node are routed by impact.

03

Billing or order ownership

Provide the order number and transaction time in the ticket. Do not submit complete card details, wallet keys, or other complete payment credentials.

Bulk and CI team

Describe deployment needs using queue facts

Bulk requests do not create models outside the catalog. The service team will recommend a combination based on the two available configurations, SureVM M4 Core and SureVM M4 Plus, together with workload concurrency and node preferences.

Queue size

Concurrent builds

Describe the number of builds running simultaneously at peak times, average task duration, daily trigger count, and whether a dedicated Runner is needed for critical branches.

Code and cache

Repository and dependency size

Provide the repository count, approximate size of each repository, dependency-cache size, build-artifact retention method, and whether additional SSD capacity is required.

Toolchain

Versions and automation entry points

List Xcode, Flutter, React Native, Fastlane, Runner, and script runtime environments, along with the certificates, caches, and archive workflows that must be reproduced.

Node preference

Team locations and data paths

Describe your main collaboration regions and choose a target node from Singapore, Tokyo, Japan, Seoul, South Korea, Hong Kong, or US West.

Suggested email subject

Use “Bulk & CI Requirements + Team Name + Expected Start Date,” and organize the body into concurrency, repositories, toolchain, node, and rental term.

Email bulk requirements
Billing and payments

Verify payment issues using order facts only

All orders are settled in USD. Publicly supported payment methods are USDT-TRC20 and Visa, Mastercard, or Amex card payments processed by Stripe.

USD

Settlement currency

Plan prices, add-ons, and billing records are all shown in USD. For payment discrepancies, provide the order number, transaction time, and amount shown on the page.

TRC20

USDT-TRC20

For transaction verification, you may provide the transaction hash and order number. Do not send wallet private keys, recovery phrases, or anything that could authorize an asset transfer.

CARD

Visa / Mastercard / Amex

Card payments are processed by Stripe. In a ticket or email, provide only the order number, payment time, and error result; do not send the full card number or security code.

Actual available gateway is determined by the checkout page

If payment is incomplete, retain the order number and non-sensitive information from the error page, then submit it through a console ticket. Payment-policy questions before an order is created can be sent to support@surevm.com.

Security contact boundaries

Support does not require access credentials

SureVM will not request remote desktop passwords, private keys, or complete payment credentials through this page’s email generator or console tickets, nor ask you to submit unredacted source code, customer data, or environment variables.

You may provide

Node number, model, time of occurrence, error code, reproduction steps, and redacted log excerpts.

Do not provide

Passwords, private keys, access tokens, wallet keys, complete card details, or personally identifiable customer data.

To report a security issue or request compliance resources, email support@surevm.comwith “Security Report” or “Compliance Resources” in the subject, and first provide the scope of impact and verifiable symptoms.

Ready to proceed? Start with the two configurations

Compare the hardware, rental-term pricing, and node support for SureVM M4 Core and SureVM M4 Plus, then continue to configuration and checkout.

Compare rental configurations Deploy a cloud Mac