Support
We help with your panel
Write to us if something does not work, you are not sure how to set it up, or you have an idea. People answer, not bots.
Channels
Support channels will appear here before orders open. Until then, reply to wherever your beta invitation came from.
Hours
Mon–Fri, 10:00–19:00 Moscow time (UTC+3)
Except public holidays in Russia. Outside these hours we answer critical requests as soon as we can.
First response times
These are beta targets, not a guarantee, and the time to a first answer, not to a fix. Service level (SLA)
| Severity | When | First answer |
|---|---|---|
| Critical | The panel is down for everyone, or a suspected breach or leak | within 4 hours during support hours |
| High | An important feature does not work, no workaround | within 1 business day |
| Normal | Questions, setup, suggestions | within 2 business days |
What to include
- The panel address, such as name.domain from the cabinet.
- What you did, what you expected and what happened.
- When it happened: date, time and time zone.
- The error text or a screenshot with no secrets in it.
- Your cabinet account email if the question is about billing.
Never send us
- Passwords: yours, of mailboxes or of accounts.
- API keys, bot tokens, maFiles.
- Setup and password reset links, the data export passphrase.
NeRambler staff will never ask for them.
Vulnerabilities and abuse
Found a vulnerability? Email support with SECURITY in the subject. Test only on your own panel.
A panel is used for fraud, phishing or password guessing? Report it through the form.
Service status
Outages and planned maintenance are posted on the status page. Check it before writing.