OnceMini has exactly two support channels: email at support@oncemini.com, or a ticket filed from your dashboard. This page explains which channel fits which request, how to write your email, and how fast you'll hear back.
Sales, procurement, partnerships, and security reports go by email. Instance-related incidents and billing questions go through the dashboard ticket system — tickets auto-attach your instance details, so we resolve them faster.
If you don't have an account yet, or your question isn't tied to a specific instance, email works best. Add a request prefix to the subject line (like [Trial] or [Procurement]) and it routes straight to the right person, skipping a hand-off.
General inquiries: reply within 1 business day. Security reports: first response within 24 hours
Anything tied to an active instance goes through a dashboard ticket. Tickets carry your instance ID, node, and billing context, so the on-call engineer doesn't need to ask what environment you're on — first response is faster, and you can flag urgent issues for priority handling.
Log in and file a ticketFirst response within 2 hours during business hours, 30 minutes for urgent incidents
| Request type | Channel | Email subject prefix | First response |
|---|---|---|---|
| Trial & pre-sales questions | [Trial] |
1 business day | |
| Bulk procurement / monthly invoicing | [Procurement] |
1 business day | |
| Partnerships (integrations / education / resale) | [Partnership] |
2 business days | |
| Security vulnerability report | [Security] |
24 hours | |
| Instance incident (existing account) | Dashboard ticket | — | 2 hrs during business hours / 30 min urgent |
| Renewal / invoice / billing questions | Dashboard ticket | — | 2 hours during business hours |
Response times refer to the first human reply, not the automated acknowledgment. For troubleshooting first, check the self-diagnosis checklist on Usage Support — most SSH and VNC issues can be pinpointed in under 10 minutes.
The ticket system lives inside your dashboard, alongside your instances and billing. Here's how to get there and what the layout looks like.
Go to Console and sign in with your registered email. Forgot your password? Reset it right from the login page.
Fourth item in the left-hand nav. Your ticket history and status live here, and you can add follow-up replies anytime.
Pick a category (incident / billing / general), a severity level, link the affected instance, and describe what's happening.
Replies are pushed to your registered email, and replying directly from your inbox gets logged back into the ticket thread.
When filing an incident ticket, select the affected instance in the "Instance" field — the system auto-attaches the machine type, node, and expiration date, saving a round of back-and-forth.
Orders of 10+ units go through an email quote process, and terms get more flexible the larger the order. Here are the three things teams ask about most.
Renting 10+ units on a single account qualifies you for tiered pricing, and you can mix machine types (say, 8x Mini M plus 4x Mini Pro). Use the [Procurement] subject prefix, list the machine types, quantity, and target nodes, and we'll get a quote back within 1 business day.
Team accounts can move to monthly invoicing, consolidated PDF invoices, and an annual master agreement. Contracts cover SLA credit terms, data-wipe commitments, and node distribution, with invoices generated monthly for easy reconciliation.
Teams renting 10+ units get a dedicated support engineer and priority ticket queue: first response within 1 hour during business hours, still 30 minutes for urgent incidents. The same person handles scaling and node adjustments going forward.
We emailed for a quote and had per-node pricing back the same day — 12 Mini M units were fully provisioned within the second week. We later moved to monthly invoicing, so accounting now handles one invoice a month instead of reimbursing per machine.
Team lead, cross-border e-commerce app
We're usually juggling three or four iOS contract projects at once, spinning machines up and down as needed. Once a build box lost SSH access at 2am — we filed an urgent ticket and had an engineer trace it to a firewall rule in 23 minutes. No delay to the project.
Founder, contract dev studio
For any of the three types below, email support@oncemini.com with a [Partnership] prefix, and we'll let you know within 2 business days whether it's a fit.
For CI/CD platforms and DevOps tooling vendors: on-demand provisioning and teardown for Mac mini instances. In your email, tell us the platform name, estimated monthly instance-hours, and preferred billing model.
For university courses and developer bootcamps: semester-based rental pricing with a single activation and login credentials distributed to your roster. In your email, include the institution name, course duration, and number of seats needed.
For service providers serving developer communities: revenue share, monthly settlement, and a dedicated ordering link. In your email, tell us your target audience, estimated monthly order volume, and your preferred settlement currency (all pricing is in USD).
Give us everything upfront and we won't need to follow up with questions. On the left is a procurement email you can copy the structure of directly; on the right is a checklist that applies to any email you send. We reply within 1 business day.
To:support@oncemini.comSubject:[Procurement] 12x Mini M, Hong Kong + Tokyo, monthly invoicing Need: 12x Mini M (M4 / 24GB / 512GB)Nodes: 8 in Hong Kong + 4 in TokyoTerm: monthly billing, need net terms + master agreementTarget delivery: within 3 business daysOther: PDF invoice, billing name to follow → All the info we need — one reply and the quote is ready
[Trial] [Procurement] [Partnership] [Security]
Common attachment formats are supported, up to 10MB per email; for oversized logs, just paste the key error lines instead.
Our support team is split across UTC+8 and UTC-8, each working local 9:00 AM – 6:00 PM, giving roughly 17 hours of live human coverage a day. Outside those windows, an on-call engineer still handles urgent incident tickets.
| Shift | Timezone | Local hours | UTC equivalent |
|---|---|---|---|
| APAC shift | UTC+8 | 9:00 AM – 6:00 PM | 01:00 – 10:00 UTC |
| US West shift | UTC-8 | 9:00 AM – 6:00 PM | 17:00 – 02:00 UTC (next day) |
| Urgent on-call | All timezones | 24/7 | Urgent-flagged incident tickets only |
Email response windows are calculated in business days from when you send it; messages from teams in other timezones are automatically routed to whichever shift is closer to you.
$ mail support@oncemini.com --subject "[Trial] renting one for a day to test it out"
Existing account? Head straight to the dashboard — tickets carry your instance context and get resolved fastest.