Route your question first, then submit the details

Put your request in the right queue first

Pre-sales selection, order status, technical troubleshooting, and team deployments each require different information. Submit one topic at a time with the relevant model, node, timeline, or redacted logs so our team can start checking immediately.

Configure & Rent Cloud Mac Prepare a Pre-Sales Email

Support Email support@vmcache.com Console Ticket

REQUEST ROUTING

Request Routing Form

Two Contact Channels

Pre-Sales Consultation

Use case, preferred model, node, rental term, storage, and start date.

Order Issue

Order ID, node, current status, and the action to verify.

Ticket

Technical Support

Time of occurrence, reproduction steps, impact, and redacted logs.

Ticket

AI Deployment

Model, scale, MLX runtime, concurrency target, and storage needs.

Choose a Channel

When to Email vs. Submit a Ticket

Use support email for configuration discussions and team deployment assessments before placing an order. For existing orders, delivery status, or active node issues, submit a console ticket so the request stays linked to the order record.

Support Email

For pre-sales and deployment scope

Compare three configurations, confirm four nodes, discuss rental terms and storage add-ons, or outline requirements for MLX inference deployment. Keep unrelated questions out of the same email.

Recipient: support@vmcache.com
Suggested Subject: Request Type + Preferred Model + Target Node
Response Time: Based on the handling time in the email acknowledgment

Open Email Client

Console Ticket

For order and active node issues

Use it to check order status, delivery details, renewal options, node information, and reproducible technical issues. Tickets stay linked to order context and take priority over duplicate emails without order details.

Where to Submit: Sign in to the console and open the ticket center
Required Information: Order ID, node, time of occurrence, reproduction steps
Response Time: Based on the status shown in the console ticket

Technical Issue

Organize incident details in reproducible order

Technical requests should focus on one observable issue. Start with the order ID and node, then include the macOS environment, time of occurrence, reproduction steps, impact, and redacted logs. Do not submit passwords, private keys, connection details, or unredacted signing credentials.

01 Identify the Order

Order ID, model, and node.

02 Fix the Environment

macOS, Xcode, and dependency versions.

03 Reproduce the Issue

Action sequence, expected result, and actual result.

04 Attach Evidence

Timeline and key redacted logs.

Contact Email

Order ID

Node

Singapore Japan (Tokyo) South Korea (Seoul) Hong Kong

macOS Environment

Time of Occurrence and Time Zone

Reproduction Steps

Impact

Redacted Logs

I confirm that this content contains no passwords, private keys, tokens, or real connection details.

Submit as a Ticket Instead

AI Deployment Consultation

Describe model constraints without assuming performance results

For an MLX deployment discussion, provide the model name, scale, precision or quantization method, service startup method, concurrency target, and long-term storage needs. Our team will check these requirements against the three available configurations rather than substituting peak figures without test conditions.

Model Information: Name, parameter count, format, and quantization method
Runtime: CLI task, persistent service, or batch processing
Workload Target: Request concurrency, context length, and batching method
Storage Scope: Model files, cache, logs, and long-term retention volume

Before You Submit

Make your request ready for review

When all five items are included, our team can reproduce the issue or assess the configuration more easily. For existing orders, put these details in a console ticket first.

Valid Contact Details

Make sure the reply email can receive messages, and do not use a temporary address you cannot access.

Time Zone Included

Include the UTC offset for the time of occurrence, expected start time, and team collaboration hours.

One Topic Only

Each email or ticket should cover one order issue, deployment goal, or failure symptom.

Logs Redacted

Keep only key error lines and remove passwords, private keys, tokens, connection details, and unrelated data.

Complete Reproduction Steps

List the environment, inputs, expected result, actual result, and impact in action order.

Self-Service

Check order status first; troubleshoot connection issues from the checklist

The console is the source of truth for orders, rental terms, renewal options, and node information. For common connection issues, check delivery status, connection details, your local network, and input information before submitting a ticket.

Manage Existing Orders

View rental terms, order status, node information, and available renewal options. If manual review is needed, open a ticket from the relevant order.

Open Console

Check Connection and Task Environment

Review troubleshooting steps by category—connection, macOS usage, Xcode builds, MLX inference, and storage expansion—to avoid resubmitting information you can already verify.

View Usage Support

Next Step

With the configuration clear, start renting

All three models use dedicated physical nodes, not virtual machines. Select the configuration, rental term, and Singapore, Japan (Tokyo), South Korea (Seoul), or Hong Kong node at checkout. Actual availability is shown in real time by the console.

Rent a Cloud Mac Now View All Three Plans