Finding help
Help when you need it, from people who understand your infrastructure
Get support for SiliconKiwi VPS, hosting, networking, access, billing and service questions through our central BTIT support system. Our knowledge base includes practical guides for common tasks, and our support team can help when something needs a closer look.
Knowledge base
Start with the SiliconKiwi knowledge base for step-by-step articles covering VPS setup, SSH access, password resets, web console access, reboots, networking, backups, security and troubleshooting.
Raise a support ticket
If you cannot find the answer in the knowledge base, raise a ticket through the support portal. This helps us track your request, keep the conversation in one place and make sure the right person picks it up.
Email support
You can also contact us by email. For the fastest response, include your service name, server hostname or IP address, a short description of the issue and any error messages you are seeing.
What we can help with
VPS and server access
Help with new VPS orders, welcome emails, SSH access, password resets, console access, reboots and basic server availability checks.
Networking and DNS
Support for assigned IPv4 and IPv6 addresses, reverse DNS, firewall questions, routing checks and general connectivity issues.
Backups and recovery
Guidance on available backup options, snapshot expectations, recovery requests and what you should protect inside your own server.
Billing and account questions
Help with invoices, plan changes, service renewals, cancellations and account details.
Performance and troubleshooting
Assistance with service reachability, slow response, unusual network behaviour and issues that may need infrastructure-level checks.
Security and abuse reports
Report suspicious activity, compromised services, abuse notices or security concerns involving SiliconKiwi-hosted infrastructure.
Before raising a ticket
To help us resolve your request faster, please include as much relevant detail as you can. You do not need to write a technical report, but a few clear details make a big difference.
- Your service name, VPS name, hostname or IP address.
- What you were trying to do when the issue happened.
- The exact error message, screenshot or command output, if available.
- When the issue started and whether it is constant or intermittent.
- Any recent changes you made, such as firewall, DNS, package updates or application changes.
Service responsibility
SiliconKiwi provides the hosting platform, network connectivity and infrastructure services for your VPS. For self-managed servers, you are responsible for the operating system, applications, website code, data, updates and configuration inside your server.
If you need help beyond the infrastructure layer, BTIT can often assist through managed support or professional services. Let us know what you need and we can point you in the right direction.
New to SiliconKiwi?
Start with our getting started articles. They explain what happens after you order, how to read your welcome email and how to access your VPS.
Need urgent help?
Open a ticket and clearly mark the business impact. For example, tell us if a production service is offline, if only one user is affected, or if the issue is a general question.
Looking for BTIT or FARO?
The BTIT support system also hosts help content for BTIT managed services and FARO broadband.
Still need help?
Use the support portal to create a ticket and we will help you work through it.