Get in touch.

Our support team is based in North America & Europe.
We aim to get back to you within 24 hours.

Before contacting us, we recommend you read the Frequently Asked Questions, as your question may already be answered on that page.

My question isn't answered by the FAQ...

To get your enquiry to the correct department for the fastest support, we recommend using our Support Ticket System. Don't worry, you don't need to sign up to use it; however if you do sign up, you'll be able to see all of your previously opened / closed tickets.

Do you have any encrypted contact methods for sensitive communications?

For secure communication, we have several GPG keys that you can use to encrypt your support emails or ticket messages.
If you want to learn more about GPG, read our article What is GPG / PGP and how do I use it?

Click on the title of the expandable sections below for help with importing GPG keys, and a list of our GPG keys.

All of our GPG keys are published to the default GPG keyserver hkp://hkps.pool.sks-keyservers.net
This means that you should be able to import them using --import-keys with the short or long key ID. Make sure to remove any spaces from the key ID.

Example: Importing our Privex Support public key from the default keyserver
gpg --recv-keys 2E833D27B0E01433

If you can't or don't want to use a keyserver, we also publish the public key files in ASCII Armored (.asc) format on our website.

Example: Importing a public key from a .asc (ASCII Armoured) file
gpg --import privex_support_pub.asc

Privex Support

For general encrypted communication with the Privex support team, use this key. This key is shared with our long term highly trusted employees for reading and responding to all support enquiries.
NOTE: As this key is shared by multiple people, it may occasionally be re-generated when staff members leave or if we believe the key may have been compromised.
For extra security, the key has an expiry time of 2 years and must be regenerated after that.

Long Key ID: 2E83 3D27 B0E0 1433
Short Key ID: B0E01433
Expiration Date: 2021-03-01

Direct download (hosted on our site): privex_support_pub.asc

Kale S. (CTO of Privex)

Kale is our Chief Technical Officer, and also handles Tier 3 (advanced) server issues.
For most server issues, we would suggest that you use the Privex Support key. If your server issues require us to handle sensitive information, you may wish to encrypt your support messages directly for Kale.

For the fastest response, we recommend using the standard contact methods, either via the Support Ticket System, or via the support emails at the bottom of this page. Simply state that the ticket is intended for Kale in cleartext, e.g. placing "for the attention of Kale" at the start of the ticket/email body.

If for some reason you must contact Kale directly, email kale [at] privex (dot) io

Long Key ID: BED8 EFF8 9F1F 7520
Short Key ID: 9F1F7520

Direct download (hosted on our site): kale_pub.asc

Chris S. (CEO of Privex)

Use the CEO's key for extremely sensitive matters, such as disclosures or concerns relating to a Privex employee. To contact Chris directly, email chris [at] privex (dot) io

If Kale is unavailable, Chris is also able to handle highly sensitive Tier 3 server issues. As previously mentioned, please send server issues via our normal support methods, with a cleartext notice to inform support staff to assign it to him e.g. "for the attention of Chris".

Long Key ID: DDB3 6F2B 5528 4433
Short Key ID: 55284433

Direct download (hosted on our site): chris_pub.asc

I can't use the support ticket system, can I just email Privex?

If you'd prefer to contact us via email, you're free to do so, our department emails are listed below.

However, we strongly recommend using the support ticket website. Messages sent through the website often receive a response faster than emailed tickets. This is because they automatically get assigned the correct priority, the correct department, and there's no risk of your message being lost in a spam filter unlike email.


If your question isn't answered by our Frequently Asked Questions, we recommend that you send a ticket via our Support Ticket System

Enquiries sent to us via email instead of through our ticket website may have slower response times, and run the risk of being blocked by spam filters.


Our contact emails

General Enquiries 

Not sure which department you need?

Use this email and one of our agents will send it to the correct department.

If you require a fast response, we recommend that you try to send it to the correct department instead, as this email has the lowest priority on our support system.

Sales 

Have a question about our servers? Need a custom package?

Our sales team will help you out.

Billing 

This email should only be used by existing Privex customers.

If you have a problem with your bill, or need to change your billing cycle, contact our billing team.

Server Support (Our Techs) 

If you're a Privex customer and something is wrong with your server, use this email to reach our technicians.

If your issue is urgent (e.g. a critical server is offline), use the Support Ticket System!
Tickets sent from the website using the help topic "My server is offline!" will be marked as "Emergency" for a rapid response.

Abuse 

If one of our customers is hosting illegal content, or causing disruptive activity (DDoS, Spam), use our abuse email.

To avoid the risk of your email ending up in spam, use the Support Ticket System.

NOTICE: Abuse emails are automatically marked as "Emergency", please do not misuse our abuse email or your email address(es) will be blocked.


If your question isn't answered by our Frequently Asked Questions, we recommend that you send a ticket via our Support Ticket System

Enquiries sent to us via email instead of through our ticket website may have slower response times, and run the risk of being blocked by spam filters.