Pick the channel that matches your issue, and you'll know exactly how fast to expect a reply: sales inquiries within 2 hours during business hours, support tickets with a 30-minute first response on business days, and critical outages handled around the clock, 7×24.
Choosing the right entry point gets you an answer faster than any lengthy email could. All support issues should go through a Portal ticket — tickets are tied to your instance, so the on-call engineer can see its status right away.
Model selection, node latency, billing questions, supported macOS versions — anything you need answered before checkout. Email support@m4rent.com and let us know your intended use case and expected duration.
Reply within 2 hours during business hours
Orders of 5 or more units go through our enterprise channel: volume pricing, annual master agreements, consolidated invoicing, and POC test units. Put "Enterprise Order" in your subject line and include unit count, model tier, and node preferences — a dedicated account manager will handle it directly.
Reply within 1 business day
Instance unreachable, SSH not connecting, reinstall stuck: log in to the Portal, open a ticket, and select the affected instance — diagnostics are attached automatically. Node-wide outages are treated as critical and escalate straight to the 7×24 channel, regardless of business hours.
30-min first response on business days · 7×24 for critical outages
All sales and billing questions go to support@m4rent.com. A well-organized email usually gets resolved in a single exchange.
Pick the entry point that matches your issue; response times are the same as above.
Your single entry point for sales, billing, and enterprise orders. All emails land in one queue and are triaged by the response times listed above.
Provisioning process, reinstall steps, network diagnostics, and node latency data all live on the support page. Most questions can be resolved there in under two minutes — faster than any other channel.
The preferred channel for support and technical issues. Tickets are tied to your instance and come with diagnostics attached automatically; 30-minute first response on business days, 7×24 for critical outages.
From your requirements list to bulk delivery, our standard process takes three steps. Orders of 5+ units come with a dedicated account manager who stays with you for future scaling and billing.
Email support@m4rent.com with "Enterprise Order" in the subject line, and list: unit count (5+), model tier (M4R S / M / L), node distribution, and expected duration. The more complete your request, the fewer back-and-forths we need.
You'll receive a volume-based quote within 1 business day. We support annual master agreements and bank transfers; billing is consolidated monthly into a single invoice, so your finance team only deals with one statement no matter how many units you run.
Before signing, you can request 1 M4R M unit (M4 / 24GB) with a 72-hour trial credit to test real-world latency and build times from your location to the target node. Once validated, we roll out the remaining units to your chosen nodes in batches.
Our support team works GMT+8 shifts covering 9:00–24:00; the critical outage channel runs year-round, 24/7.
| Channel | Coverage hours | First response | Notes |
|---|---|---|---|
| Support email (sales / billing) | GMT+8, 9:00–24:00, daily | ≤ 2 hours | Messages received outside these hours are queued and answered in order starting 9:00 the next day |
| Portal ticket (general) | GMT+8, 9:00–24:00, business days | ≤ 30 min | Tickets submitted outside coverage hours are queued and processed in order once coverage resumes |
| Critical outage channel | 7×24 | Around the clock | Node-wide outages or unreachable instances auto-escalate ahead of all general tickets |
| Enterprise order desk | Business days | ≤ 1 business day | Contracted customers are handled directly by their dedicated account manager |
Hardware runs out of four data centers — Singapore, Tokyo, Seoul, Hong Kong, and Silicon Valley; our support and ops team works remotely across time zones, all scheduled on GMT+8 shifts.
| Node | City | Timezone | Available models |
|---|---|---|---|
| TYO | Tokyo | UTC+9 | M4R S / M / L |
| SIN | Singapore | UTC+8 | M4R S / M / L |
| HKG | Hong Kong | UTC+8 | M4R M |
| SJC | Silicon Valley | UTC-8 | M4R S / M / L |
Pick a model and a node, and get your credentials in an average of 4 minutes. Rent by the day, starting at $20.1/day.