Technical tickets
For cloud-resource faults, console operations, and technical issues that require engineering investigation.
- Accepted 24 × 7
- Handled by engineers
- Replies remain in the console and email
Cloud-resource questions answered by engineers
Technical tickets, business enquiries, and abuse reports each have a clear entry point so follow-up remains in one context.
One issue, one accountable channel
Use a signed-in ticket for technical investigation, the business inbox for plans and procurement, and the abuse inbox for network reports or complaints.
Business enquiry
For plans, enterprise procurement, partnerships, and pre-sales questions without an account requirement.
- One-business-day reply target
- No account required
Abuse and feedback
For abuse reports involving DGN network resources, service complaints, and improvement suggestions.
- Routed to the responsible team
- Handled as confidential
Ticket intake and engineer hours are different
Tickets can be submitted at any time. Engineering work follows two published Hong Kong time windows, and items received outside them enter the next queue.
Ticket intake24 × 7
Submit at any time; items received outside service hours queue for the next service window; technical tickets do not carry a published one-business-day response guarantee.
Morning service window09:00–12:00 HKT
Engineer service hours in Hong Kong time.
Afternoon service window14:00–19:00 HKT
Engineer service hours in Hong Kong time.
Engineering coverage for the current cloud stack
The support team covers launched resource, network, storage, system, billing, and API issues. Account credentials and customer application data must remain private.
Technical expertise
Tickets are handled by engineers who operate the platform and remain in one console and email thread.
- Cloud servers and virtualization
- VPC networking, public routing, and Elastic IPs
- Cloud Disks and storage attachment
- Linux systems
- Billing, accounts, API requests, and automation
Start automation from the published API reference
The bilingual OpenAPI reference documents authentication, scopes, catalog queries, zones, images, and current Cloud Server lifecycle operations.
DGN Cloud API
Use a Bearer API key created in the console. Current scopes cover account, catalog, and Cloud Server read or write access.
- Base URL
- https://app.dgnlinks.com/api/v1
- Authentication
- Bearer API key
- Current resources
- Account, catalog, zones, images, and virtual machines
- Request tracing
- X-Request-Id
Common support questions
Choose the right channel, understand service windows, and remove credentials before sending diagnostic material.
Which support channel should I use?
Use signed-in tickets for resource and console issues, the business inbox for plans and procurement, and the abuse inbox for abuse reports, complaints, and suggestions.
Are tickets handled by engineers around the clock?
Tickets are accepted 24 × 7. Engineer service windows are 09:00–12:00 and 14:00–19:00 HKT; submissions outside them are queued.
What does technical support cover?
Coverage includes cloud servers and virtualization, VPC and public routing, Cloud Disks, Linux systems, account billing, and API automation.
What should I remove before sharing diagnostics?
Do not submit passwords, API keys, private keys, or other credentials that can access accounts or resources.
Need an engineer to investigate a cloud resource?
Sign in, submit one technical ticket, and keep every follow-up in the same record.