Share the context first, then find the right solution

Connect with the
Cloud Mac team that can help

Get help choosing a configuration or node, planning bulk deployment, setting up remote access, or resolving order and billing questions. Email pre-sales questions; for issues linked to an order, instance, or bill, sign in to the portal and submit a ticket so your account and order context are retained automatically.

Rent a Cloud Mac now Sign in to the portal to submit a ticket

If you haven’t placed an order yet and need configuration advice, email support@minibinary.com.

A network map of five Cloud Mac nodes in Singapore, Tokyo, Seoul, Hong Kong, and the US West
Pre-sales & partnershipsEMAIL
Support email For configuration, node, rental-term, and bulk requirements
Orders & technical issuesTICKET
Portal ticket Automatically linked to your account, order, and ticket status
High-quality context6 FIELDS
Use case · Node · Configuration
Rental term, concurrent tasks, and desired start time
Issue routing

Identify the issue type, then choose the right channel

Our only external contact channels are support email and portal tickets. These five routes do not send you to a generic page without context—they tell you exactly what to include and where to submit it.

High-quality request template

Six details are enough to start configuration planning

If you’re asking “Which plan should I rent?”, a project name alone isn’t enough. Share the workload, node, and timing constraints so the team can recommend a configuration and rental term directly.

Include these details in your pre-sales email

  1. 01
    Use case

    For example: Xcode builds, automated testing, continuous integration, remote development, or model inference. Specify your main toolchain and task types.

  2. 02
    Target node

    Choose from Singapore, Japan (Tokyo), South Korea (Seoul), Hong Kong, and the US West, and tell us where most users are located.

  3. 03
    Preferred configuration

    You can specify MB M4 16, MB M4 24, or MB M4 Pro 64. If you’re unsure, share your project size and peak memory usage.

  4. 04
    Rental term

    Tell us whether you plan to use it by the day, week, month, or quarter, and whether the workload will run continuously.

  5. 05
    Concurrent tasks

    Provide the number of builds, tests, or inference jobs running at the same time—not just the number of team members.

  6. 06
    Desired start time

    Tell us when you want to start and whether multiple devices need to be delivered in the same phase.

Technical issue submission guidelines

Make issues reproducible, not guesswork

Submit remote access, network, and system issues through a portal ticket. Tickets are linked to your account and order, making it easy to add logs, reproduction results, and status updates over time.

A

Order & timing

Include the order number, when the issue first occurred, when it occurred most recently, and the relevant node. Always specify the time zone to keep troubleshooting records aligned.

B

Network environment

Include your access city, local carrier, wired or wireless connection, whether you’re behind a corporate network, and the round-trip latency and packet loss to the target node.

C

Reproduction steps

Start from the normal state and list each action, expected result, and actual result. Note if the issue appears only with a specific browser, resolution, or keyboard layout.

D

Redacted logs

Keep error codes, timestamps, commands, and key context; remove credentials, keys, tokens, personal information, and project secrets. Check screenshots for address bars and terminal output as well.

Recommended channel

Submit a technical ticket through the portal

After signing in, choose the support channel, link the relevant order, select the issue severity, and upload redacted diagnostic materials. Add follow-up information to the same ticket to keep the context together.

Sign in to the portal to submit a ticket
Orders & billing

For existing business records, use a ticket

Order status, instance access, and billing checks depend on records in your account. Using a portal ticket reduces back-and-forth to confirm which order is involved.

Existing order

For delivery progress, device information, access credentials, node confirmation, renewal options, and order status. Select the relevant order when submitting and specify the exact fields to verify.

  • Provide the order number and selected configuration
  • Specify the selected node and rental term
  • Clearly state the current status and desired outcome
  • Continue adding updates to the original ticket
Submit an order ticket

Billing issue

For checking invoice amounts, payment results, order periods, and renewal records. All billing is settled in US dollars (USD). Payments are limited to USDT-TRC20 and Visa / Mastercard / Amex (via Stripe).

  • Link the order or invoice to be checked
  • Provide the payment time and transaction identifier
  • Hide full card details and sensitive credentials
  • State the amount or status you want verified
Submit a billing ticket
Enterprise & bulk deployment

Define the workload before discussing device counts

A bulk request is more than a device count. Share build queues, toolchain versions, access roles, node preferences, delivery phases, and acceptance criteria so we can determine whether to use one configuration or a combination of the three models.

Send enterprise partnership, procurement, and security-related questions to our sole support email as well. We recommend using “Enterprise deployment” in the subject and listing the technical lead, procurement contact, estimated device count, and decision timeframe in the message.

Email about enterprise deployment

Start by answering these four groups of questions

Workload scale
Builds per day, parallel tasks, duration per task, and peak memory usage.
Environment baseline
macOS GUI or command-line requirements, Xcode version range, dependency caching, and image strategy.
Regional planning
Developer distribution, primary access regions, and node preferences among Singapore, Japan (Tokyo), South Korea (Seoul), Hong Kong, and the US West.
Delivery & acceptance
Deployment phases, owners, acceptance steps, escalation rules, and renewal decision process.
Response boundaries

Prioritize handling by impact

The times below help you choose a channel and prepare materials; they do not replace the live status in your ticket. Actual response and handling progress are based on the portal ticket status.

Submission channels and target first-response times for sales inquiries, general support, and usage-impacting issues
Issue level Typical situation Submission channel Target first response Prepare before submitting
Sales inquiry Configuration selection, node recommendations, rental-term comparisons, bulk deployment, and enterprise partnerships. Support email Within 1 business day Use case, node, configuration, rental term, concurrent workload, and desired start time.
General support Non-blocking setup questions, billing checks, keyboard layouts, display settings, or usage advice. Portal ticket Within 8 business hours Order number, issue description, expected result, and necessary screenshots.
Usage impact A delivered instance is inaccessible, remote sessions keep disconnecting, or a critical workflow cannot continue. Portal ticket Within 2 hours Order number, node, time of occurrence, network environment, reproduction steps, and redacted logs.
Do not split usage-impacting issues across multiple tickets

Submit one ticket with complete context first, then add test results, logs, and screenshots to the original ticket. Duplicate submissions fragment troubleshooting records; actual response and handling progress are based on that ticket’s status.

Order routing

Configuration confirmed? Go straight to ordering

Choose one of the three available configurations, a rental term of day, week, month, or quarter, and one of five nodes: Singapore, Japan (Tokyo), South Korea (Seoul), Hong Kong, or the US West. Actual availability is based on the portal’s live response.

Rent a Cloud Mac now Submit use-case details