Contact & Request Routing

Describe the issue first, then include all the details we need

For sales planning and team requirements, send a structured email. For issues tied to an order, instance, or bill, sign in to the console and submit a ticket so we can verify the current setup. Our only public contact channels are support email and console tickets.

Rent a Cloud Mac Share Your Requirements

Support email: support@lemonvm.com. For existing services, please use a console ticket first and include your order ID.

Request Guide Choose the Right Channel
PRE
Sales Planning Use case, region, term, storage
TEC
Technical Support Environment, connection, reproduction, logs
ORD
Orders & Billing Order ID, configuration, payment result
TEM
Team Purchasing Scale, concurrency, time window
Singapore Tokyo Seoul Hong Kong US West
No order yet
Email Support
Existing order
Submit a Console Ticket
Sensitive data
Do not send it through a form
Choose an Issue Type

Four request types, each with the right context

Choosing the right channel reduces back-and-forth. Email works best for requirements before an order exists; console tickets are best for checking service status, order records, or instance configuration.

PRE

Sales Planning

Tell us what you plan to run, expected concurrency, access region, rental term, and storage needs. We’ll compare Lemon M4 and Lemon M4 Pro based on the workload—not just the budget.

Draft a Sales Email
TEC

Technical Support

Include the selected region, macOS environment, connection method, symptoms, reproduction steps, and redacted logs. If the issue involves an existing instance, submit a console ticket.

Prepare Technical Details
ORD

Orders & Billing

Check the order term, region, base model, and add-ons first, then include the order ID and payment result in your ticket. Don’t describe amounts or configuration from screenshots alone.

Sign In to Submit a Ticket
TEM

Team Purchasing

Share team size, concurrent tasks, duration, handoff method, and preferred operating window. Estimate CI/CD, shared development, and batch experiments separately.

View the Preparation Checklist
Sales Requirements Form

Turn your workload into actionable criteria

This form does not submit data to the website backend. After you generate the email, the page formats the fields as an email subject and body and opens your device’s default mail app to send it to support.

Be specific about the use case, such as Xcode builds, automated testing, inference experiments, or proxy-media editing.
Enter the number of builds, tests, or experiments running at the same time.
Choose the region based on where the primary operators connect from, not the team’s registered address.
Do not enter private keys, access tokens, signing materials, or any long-lived credentials.
Sales inquiry email Send to support@lemonvm.com
Primary use case
Preferred region
Rental term
Storage needs

Compare the Two Plans
Technical Issue Form

Reproduction steps beat vague descriptions

A technical issue needs the region, environment, connection method, occurrence time, and repeatable steps. If you can still sign in, also record the commands, screen changes, or task status before and after the error.

Connection Issues State whether you use SSH or VNC, and distinguish credential errors, unreachable ports, display issues, or local network limits.
Build Issues Record the Xcode environment, command, target Scheme, failed stage, and relevant redacted logs.
Performance Issues Include the start time, concurrency, disk usage, network transfer, and repeatable performance changes.
Technical issue email For existing orders, submit a console ticket first
Affected region
Connection method

Sign In to Submit a Ticket
Orders & Billing

Check the records first, then submit a contextualized ticket

Order issues usually require the current term, region, model, add-ons, and payment result. A console ticket links the request to your existing service and reduces repeated email verification.

Check Before Submitting

  • Order ID and current service status
  • Lemon M4 or Lemon M4 Pro
  • Singapore, Tokyo, Seoul, Hong Kong, or US West
  • Daily, weekly, monthly, or quarterly billing term
  • SSD expansion or Thunderbolt 5 parallel add-ons

Include in the Ticket

  • The order status you see and the status you expect
  • Whether the issue occurred during ordering, payment, delivery, or renewal
  • The payment result and time; do not send complete payment credentials
  • The specific item you want confirmed, corrected, or explained
Sign In to Submit a Ticket
Team Requirements

Estimate by concurrent tasks and handoffs—not headcount alone

CI/CD, shared multi-user development, and batch experiments have different resource profiles. Team size only indicates the scope of use; the model and term depend on simultaneous tasks, task duration, data scale, and cross-time-zone handoffs.

Email Team Requirements
01 Scale

Number of participants, simultaneous users, and concurrent builds or experiments.

02 Workload

Toolchain, task duration, cache, media, or experiment data size.

03 Time Window

Expected start time, duration, peak periods, and cross-time-zone handoff frequency.

04 Acceptance Criteria

Connection, build time, artifact export, log retention, or remote interaction requirements.

Secure Submission

Do not paste secrets into emails or tickets

Support only needs enough context to reproduce the issue. Before sending, remove unrelated sensitive data and replace credential fragments with redaction markers.

Private keys Seed phrases Full access tokens Unredacted signing materials Long-lived connection credentials Unrelated personal data
Payment Terms

All charges are settled in USD

Only the following two payment methods are supported. The console shows the gateways currently available; when reporting a payment issue, state the selected method and payment result.

USDT-TRC20 Complete the transfer using the details shown in the console and verify the result
Bank card Visa / Mastercard / Amex, processed by Stripe
What Happens Next

Replies focus on the next action

The team first verifies the necessary context for your request, then provides missing-information requests, actionable troubleshooting steps, or order guidance. Response order depends on whether the issue involves an active service and whether the information is complete.

01 Request received

Email requests are identified by the subject and fields; console tickets retain the order context as well.

02 Information checked

If the region, environment, reproduction steps, or order ID is missing, the reply will list what to add first.

03 Next steps

Sales requests receive model and term comparisons; technical requests receive tiered troubleshooting guidance; order requests receive the relevant resolution path.

04 Continue the thread

Add results to the original email thread or ticket to avoid duplicate verification caused by split context.

Recommended Channel

If you haven’t ordered yet and need help choosing, email support. For existing orders, instances, or billing records, sign in to the console and submit a ticket.

Ready to Start

With your use case, region, and term defined, you can configure your order

Both dedicated Mac mini physical nodes run without virtualization. Choose from Singapore, Tokyo, Seoul, Hong Kong, and US West; live availability is shown in the console.

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