Opening a Support Ticket

Start with self-service (Getting Started / Stuck? and Reference / Troubleshooting). If those don’t resolve it, open a ticket.

Two Channels — Whichever Works for You

Option A: In-App Ticket System (Recommended)

The in-app ticket system pulls the entire conversation into realvco.com — at a glance you see whether support has replied, where the conversation left off, and how many unread messages you have. Compared to digging through your inbox to find back-and-forth threads and remember which email is which, this path is more direct — open, track, reply, all from the Account page.

Where: Sign in to realvco.com → go to the Account page → click the “Support” tab.

Where to find it

You need to be signed in to realvco.com first. Once signed in, the Account page shows a “Support” tab — anonymous visitors (including readers of this doc page) won’t see it.

If you’re signed in but can’t see the Support tab, your account may not be enabled yet — fall back to Option B and email support@realvco.com; we’ll help you turn it on.

What you can do

Open a new ticket: fill the form with your problem, email, and category
View ticket list: every past ticket at a glance
Live unread counter — when support replies, the tab label flashes a red dot. You don’t have to keep checking your email asking “did they reply yet?” — head back to realvco.com and it’s right there.
Status badges: each ticket shows its current state
Tap the Support tab to return to the list: while viewing a single ticket’s detail, tapping the top “Support” tab jumps back to the list (handy for switching)

Status badge cheat sheet

Color	Status	Meaning
Yellow	Awaiting reply	Support hasn’t replied yet
Blue	In progress	Support has replied — your turn or we’re investigating
Green	Resolved	Issue handled, ready to close
Gray	Closed	Archived

Multi-ticket visual merge

If you have several open tickets, the list collapses them into a single large card (rather than one card per ticket) for a cleaner view. Tap any entry to drill into that ticket’s detail.

Option B: Email (Still Supported)

Write to support@realvco.com.

When you’d rather not sign in, or the in-app system is temporarily unreachable, this channel is always there. The writing guidelines below apply to both options.

Writing a Good Ticket

Subject Format

[Category] Short problem description

Categories:

[Urgent] — critical (host down, data loss, billing error)
[Billing] — invoices, subscription, refunds
[Technical] — host, AI companions, messaging platforms
[Account] — login, referrals, commissions
[Feature] — feature requests, bug reports
[Other] — when unsure

Body Content

Required:

Your realvco account email
When the problem started
Specific symptoms (“I expected X but observed Y”)

Strongly recommended:

Screenshots (10× clearer than a text description)
What you’ve already tried
VPS prefix (if host-related)
Order number (if billing-related)

Example

Good subject:

[Technical] Ada Telegram bot silent since 22:00 last night

Bad subject:

Please help

Good body:

Account email: me@example.com
VPS prefix: cattle42
Problem started: 2026-04-13 22:00 (UTC+8)

Symptoms:
- My Ada Telegram bot (@my_ai_bot) stopped responding at 22:00 last night
- Admin Panel → Ada Dashboard → Overview shows container Running
- Activity tab has no recent messages
- Rose and Vi are functioning normally

What I've tried:
1. Sent /start on Telegram — no response
2. Restarted Ada's container via the Admin Panel — no change
3. Tried from another phone's Telegram — same result

Possibly related:
- Upgraded OpenClaw to v2026.4.10 at 21:30 last night

A description like this lets support pinpoint the issue within 5 minutes. Saves you time and saves them time.

SLA (Service-Level Commitment)

First Reply Time

Category	Commitment
`[Urgent]`	Within 2 hours
`[Billing]`	Within 24 hours
`[Technical]`	Within 24 hours
`[Account]`	Within 24 hours
`[Feature]`	Within 3 business days
`[Other]`	Within 3 business days

“First reply” is not the same as “fully resolved”. Complex issues may need multiple exchanges.

Resolution Time Estimates

Simple issues (config mistake, how-to): resolved on first reply
Medium issues (service disruption, needs investigation): 1 to 3 business days
Complex issues (bug, architectural): 1 to 4 weeks
Feature requests: evaluated and added to the roadmap

Urgent Situations

Counts as urgent:

Host fully unreachable
Data-loss risk
Billing error (wrong charge)
Account compromise

Urgent contact options:

Email support@realvco.com with subject [Urgent] short description
Check the service status page (not yet available, coming soon)
For severe cases: Telegram contact @realvco_support (not yet available, coming soon)

Email is currently the only urgent-contact channel — please use it as your primary route. We’ll update this page when the other two ship.

Things Not Accepted

Technical consulting on activities that appear illegal
Attempts to bypass AI model safety
Asking support to write commercial content on your behalf
Repeated requests for a previously declined feature

Privacy and Data Access

To help you, support may need to review:

Your Admin Panel configuration (never message content)
Error logs
Billing records

Support does not proactively read conversations. When reading them is necessary, we ask first.

All ticket conversations are retained for 2 years for reference.