When you run into a problem you don’t have to explain it three times. On the portvMind support line you are met directly by the engineering team that runs the infrastructure — there is no call-center layer, script-reading operator or bot.
Weekday, weekend, midnight, it makes no difference. 24 hours a day, 7 days a week, in Turkish.
You reach the engineering team directly. In emergencies that stop production this is the fastest channel.
You open your request, it is classified by priority and routed to the right specialist. You follow your request history and progress in one place. It should be preferred for issues that need to be on record.
You get answers from users who have had a similar problem and from portvMind engineers. Suitable for general questions, configuration discussions and best practices.
| Situation | Recommended channel | Why |
|---|---|---|
| Production is down, the service is unreachable | Phone | Fastest response; the team takes over the problem immediately |
| Performance dropped but the service continues | Support portal | Needs investigation; record and follow-up matter |
| Configuration question | Support portal | The answer stays in your request history, so you can look again later |
| “How do I do this” question | Welcome Kit, then documentation | Step-by-step guides are ready and waiting |
| I just started and don’t know where to begin | Welcome Kit | Ordered steps from the first account to production |
| Billing or account matter | Support portal | Routed to the relevant team |
| Cloud migration plan | Consulting request | Needs a planning conversation, not technical support |
Requests are prioritized by impact. For critical-level requests that stop production, our target is to give a first response within one hour.
The definitions of the other levels and the committed times are in the SLA agreement. The agreement also defines the planned maintenance window, the availability commitment and the sharing of responsibility.
To shorten the time to a solution, share the following in your request:
These five items make the difference between the team solving the problem within the same day and losing days to back-and-forth questions.
If your issue is not a failure but a “how do I do this” question, the answer is most likely waiting for you in the Welcome Kit.
The portvMind Welcome Kit is a getting-started guide that walks you through every step in order, from opening your first account to building a production-ready architecture. From how to set up your first server in five minutes to how to attach your disk, how to set up your backup policy and how to keep your cost under control, every step is written out step by step.
It also includes a First-Week Checklist: the items you need to complete before going to production. A significant share of the questions that reach the support team come from a skipped step in this list.
Technical guides, configuration examples and the API reference for every service.
The most asked questions on pricing, security, migration and technical topics.
Someone else may have had your problem; the solution may already be there.
We give free support in preparing your cloud migration plan. We review your current environment together, determine which workload moves in which order and prepare your migration roadmap. The cutover moment is always set with your approval.
This service is separate from technical support and requires no purchase commitment.
Request consulting24 hours a day, 7 days a week. Uninterrupted, weekends and public holidays included.
The engineering team that runs the infrastructure. The team that builds and runs portvMind is the same team that provides support; there is no intermediary or script-reading operator layer.
Yes. Turkish-language support is provided on all channels.
For critical-level requests that stop production, our target is to give a first response within one hour. Severity definitions and committed times are in the SLA agreement.
Yes. You have access to the same support channels during the first $45 free usage period as well.
No. 24/7 Turkish-language technical support is included in the service; you don’t need to buy a separate support package.
The phone, if your production is down. For everything else, opening a request on the support portal is better for traceability.
Yes. You can access the history and responses of all requests you opened through the support portal.
Start with the portvMind Welcome Kit. It walks through every step in order, from opening your first account to building a production-ready architecture, and includes a checklist to complete before going to production.
Yes. Besides technical support, we offer free migration consulting; analysis of your current environment and the migration plan are done within this scope.
Open your support request and our team will get back to you as soon as possible. In emergencies our phone line is open 24/7.