Skip to main content

Support

Support channels​

All three channels are accessible from the Help menu in the top-right of the portal.

Community forum​

  • Link: forum.elice.io
  • Hours: open for posts 24/7
  • Best for: usage, configuration, and best-practice questions. You can search for how other users solved the same problem and gather a range of opinions from the community.

Customer center (Channel Talk)​

  • Link: the Help menu in the top-right of the portal, or the chat button in the bottom-right
  • Hours: weekdays 10:00 – 18:00 (excluding lunch 12:00 – 13:00)
  • Best for: incidents on running VMs, connectivity issues, anomalies, and other technical problems that need an immediate look, as well as non-technical questions like quotes, contracts, and payments. You'll get the fastest response during business hours.
  • Messages left outside business hours are answered on the next business day.

Email​

  • Link: support@elice.io
  • Hours: same as Channel Talk (weekdays 10:00 – 18:00, excluding lunch 12:00 – 13:00)
  • Best for: when you need to attach many files (logs, screenshots, reproduction steps) or share a long context. You can also leave a message outside business hours and pick up the reply later.

What to include in your inquiry​

If you include the items below, the team can reproduce and diagnose your issue right away without back-and-forth, which dramatically shortens resolution time. Include as many as you can, even if you can't gather them all.

  • VM ID — from the detail page URL, or the ID shown on screen
  • Organization identifier — the identifier you enter at sign-in
  • Full error message — a screenshot, or text including response codes and payloads
  • Reproduction steps — the steps that lead to the problem
  • Time of occurrence — timestamp plus timezone (e.g. KST)
  • What you've already tried — if you've already taken steps to fix it

Frequently referenced docs​