Subject: Instance won't start - inst-abc123

Account: user@example.com
Instance ID: inst-abc123
Instance name: web-1
Region: lagos-1
Plan: standard-2

Issue: Instance stuck in "starting" state for 10 minutes

Steps taken:
1. Created instance via CLI
2. Command: fugoku create instance --name web-1 --plan standard-2 --image ubuntu-22.04
3. Status shows "starting" but never reaches "running"
4. Checked status page - no incidents reported

Logs: (paste relevant logs)

Expected: Instance running within 2 minutes
Actual: Still starting after 10 minutes

For Network Issues

Subject: Can't SSH into instance

Instance ID: inst-abc123
Instance IP: 102.89.45.178
Your IP: 203.0.113.50

Error message:
  ssh: connect to host 102.89.45.178 port 22: Connection refused

Firewall rules: (paste output of)
  fugoku firewalls list-rules inst-abc123

Tried:
- Confirmed instance is running
- Checked firewall rules
- Tried from different network - same error

For Billing Issues

Subject: Unexpected charge on invoice

Account: user@example.com
Invoice: FGK-2024-02-001
Charge in question: $180.50 for "GPU Compute"

Issue: Invoice shows $180 for GPU instance, but I don't have any GPU instances.

Account resources:
  fugoku instances list --output json
  (paste output)

Expected charge: ~$50 based on usage
Actual charge: $180.50

Self-Service Resources

Knowledge Base

Common solutions: docs.fugoku.com/faq

Topics:

Can't SSH into instance
Instance slow/high CPU
Network connectivity issues
Billing questions
API authentication
Snapshot restore

Video Tutorials

Coming Q2 2026:

Getting Started (5 min)
Deploying Your First App (10 min)
Setting Up Load Balancing (8 min)
GPU Training Walkthrough (15 min)
Infrastructure as Code (12 min)

Community Forum

Coming Q3 2026: community.fugoku.com

SLA (Service Level Agreement)

Uptime Guarantee

99.95% monthly uptime for compute and networking.

Monthly uptime calculation:

Uptime % = (Total Minutes - Downtime Minutes) / Total Minutes × 100

Example:

Month: February (40,320 minutes)
Downtime: 20 minutes
Uptime: (40,320 - 20) / 40,320 × 100 = 99.95%

Service Credits

If uptime falls below 99.95%, you receive credits:

Monthly Uptime	Credit
99.95% - 99.0%	10%
99.0% - 95.0%	25%
<95.0%	50%

To claim: Email billing@fugoku.com within 30 days with:

Invoice number
Affected instances
Downtime duration

Credits applied to next month's invoice.

Exclusions

SLA doesn't cover:

Scheduled maintenance (announced 7 days prior)
Your application code or configuration
Third-party services
DDoS attacks (we mitigate, but can't guarantee uptime)
Your ISP or network issues

Scheduled Maintenance

Announced: 7 days in advance (except emergencies)

Frequency: 1-2 times per year

Window: Tuesday 2:00-6:00 AM Lagos time

Notification channels:

Email to all users
Status page
Discord announcement
Console banner

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Need hands-on help? We offer managed services.

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Hourly consulting: $150/hour

Services:

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Managed Infrastructure

Starting at $500/month

Includes:

24/7 monitoring
Incident response
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Monthly reports

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Build custom tools, integrations, automation.

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Contact: enterprise@fugoku.com

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Topics:

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Security best practices (2 hours)
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Infrastructure as Code (2 hours)
Custom topics

Format: Remote or on-site (Lagos, London, Frankfurt)

Contact: enterprise@fugoku.com

Emergency Support

Critical Incidents

Critical = Production down or data loss imminent

Priority contact:

Email: support@fugoku.com with "URGENT" in subject
Discord: @mention @support in #help
Enterprise customers: Call support line

What happens:

Engineer paged immediately
Acknowledgment within 30 minutes
Regular updates every 30 minutes
Post-incident report within 24 hours

Data Recovery

Accidentally deleted instance/volume:

Within 7 days: Soft-deleted, recoverable

Contact support immediately: support@fugoku.com

Include:

Resource ID
Deletion timestamp
Reason for recovery

Recovery time: 1-4 hours

After 7 days: Data permanently deleted, non-recoverable

Prevention: Enable automatic snapshots

Feedback

Feature Requests

Submit ideas: github.com/fugoku/feature-requests

Or email: product@fugoku.com

Roadmap visibility:

Planned (Q2-Q3 2026)
Under consideration
Not planned (with explanation)

Bug Reports

Email: support@fugoku.com

Include:

What you expected
What happened
Steps to reproduce
Environment (OS, CLI version, etc.)

Bounty program: Coming Q3 2026

Documentation Feedback

Spot an error? Email docs@fugoku.com

Suggest improvements: github.com/fugoku/docs

We pay for contributions: $50-500 depending on scope

Partner Network

System Integrators

Need help deploying or migrating?

Certified partners:

CloudOps Pro (Lagos)
DevStream Consulting (London)
TechBridge (Frankfurt)

Find partners: partners.fugoku.com

Resellers

Buy Fugoku through partners:

Volume discounts
Local currency billing
Local support

Become a partner: partners@fugoku.com

Escalation Path

If you're not satisfied with support response:

Level 1: Support Engineer (support@fugoku.com)

Level 2: Support Team Lead (escalate via support ticket)

Level 3: VP of Engineering (vp-eng@fugoku.com)

Level 4: CEO (ceo@fugoku.com)

We take support seriously. If we're not helping, escalate.

Response Time SLA

We track our own response times.

Last 30 days (as of Feb 2026):

Critical: 45 minutes average (target: <2 hours) ✓
High: 3.5 hours average (target: <6 hours) ✓
Normal: 8 hours average (target: <24 hours) ✓

Transparency: status.fugoku.com/support-metrics

Support Hours

Standard Support

Email/Discord: 24/7 (monitored)

Response times apply 24/7 (including weekends/holidays)

Enterprise Support

Phone: 24/7 for critical issues

Business hours: Mon-Fri 9:00-18:00 Lagos/London/Frankfurt time

Languages

Primary: English

Also supported:

French (business hours)
German (business hours)
Portuguese (business hours)

Request in subject: e.g., "FRENCH: Cannot start instance"

Need help now?

Email: support@fugoku.com

Discord: discord.gg/fugoku

Status: status.fugoku.com

Docs: docs.fugoku.com

Support

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