Support
Email support@haak.co.
A request that names the right things gets a useful first reply instead of a round trip.
What to include
- Which company and environment. The environment's identifier is printed on Overview → Troubleshooting; copy it from there.
- Which application or database, when the request is about one.
- What you were doing and what happened, including any message the page showed.
- When it happened, roughly — it is how we find the same events in the logs.
- Log lines, when you have them: see Logs.
Requests that go through support
Some things are deliberately not self-service. Send these to the same address:
| Request | What we need |
|---|---|
| A restore or an export of files or a database | The environment, the application or database, and the time to return to |
| A new environment, or a new application inside one | What it is for, and the package you want |
| A retention change beyond the self-service request | What you need and why — we will quote it |
| A domain that will not verify or will not route | The name, and what you can see at your DNS provider |
| Adding a person to your company | Their email address, and the role they should have |
| Cancelling hosting | See Cancelling hosting — start with the review, then contact us if anything is unclear |
Reporting something that looks wrong
If a page reports a failed change, include the failure message: a retry re-applies the same recorded intent, so the message is what tells us which part refused.
If you believe somebody has access they should not have, say so plainly and quickly. We can revoke environment logins and member access immediately.
Next
- Understand backups before you ask for a restore: Backups and restores.
- Read what stops serving before you cancel: Cancelling hosting.