Contact Us

Phone Support

Primary Contact: +852 30766658

Our phone lines are monitored during business hours, Monday through Friday, 9 AM to 6 PM Hong Kong Time (UTC+8).

For technical emergencies affecting service availability, we have automated monitoring systems in place and will respond regardless of the time of day.

Office Location

Kvmcloud Network CO., LIMITED Two Grand Plaza 625 Nathan Road Kowloon, Hong Kong Room 1508, Office Tower

Our office is accessible by appointment only. Most of our systems are managed remotely to provide efficient service, but you’re welcome to schedule a meeting if you need to discuss your hosting requirements in person.

Support Tickets

For the fastest resolution to technical issues, please use our support ticket system:

Log into your client portal
Click “Open Support Ticket”
Select the appropriate department
Provide as much detail as possible about your issue

This creates a documented trail and ensures the right technical staff sees your request immediately.

What to Expect

Initial Response: We aim to acknowledge all support tickets within 2 hours during business days
Problem Resolution: Simple issues are typically resolved within 24 hours
Complex Issues: Infrastructure problems may require 48-72 hours for complete resolution

Before You Contact Us

To help us help you faster, please have ready:

Your account number or registered email
Server IP address (if applicable)
Specific error messages you’re seeing
Steps to reproduce the issue
What you’ve already tried to resolve the problem

Sales Inquiries

Interested in our services? Call us at +852 30766658 or open a pre-sales ticket. We can discuss:

Current hosting requirements
Future scalability needs
Custom configurations
Migration assistance from other providers

Billing Questions

For billing, invoice, or payment questions, please reference your invoice number when you contact us. This helps us locate your account quickly.

Network Status

For real-time updates on network status or scheduled maintenance, check our network status page (coming soon).

Legal and Compliance

Legal correspondence should be directed to our registered office address above. Please note that legal inquiries are handled during normal business hours only.

Communication Preferences

We primarily communicate in English. Support is available in both written and verbal English. Please let us know if you have specific communication requirements.

Escalation Process

If you feel your issue is not being resolved adequately:

Request escalation in your support ticket
Your case will be reviewed by a senior technician or manager
You’ll receive a response within one business day of escalation request

We take all customer concerns seriously and will work to find a satisfactory resolution.