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Support and operations

TRINITY support is both commercial and technical. Publicly, this means the platform must help the user understand when to ask for help and what to include in the request.

Support scope

TRINITY support can explicitly concern:

  • Orders and billing questions
  • Payment follow-up
  • Invoice access
  • Alpine Linux environments
  • Xen-backed VM services
  • Data Disk Mode situations
  • UnyDesk Usage
  • UnyPort Usage

Good support request format

A useful support request is concrete and short.

Subject: VM visible but service unavailable

Order reference: TRI-2026-00421
Service: Alpine VM
Current mode: Data Disk Mode
Observed issue: filesystem visible, application not started
Expected result: confirm if recovery or normal restart is required

Before escalating

Collect the minimum facts first:

  • Order reference
  • Invoice or payment state if relevant
  • VM name if one exists
  • Current mode: normal, maintenance or DDM
  • Exact console observation
# Example evidence set from a console
hostname
uptime
ip addr
lsblk
df -h

Support versus self-service

TRINITY aims to expose enough information for the user to act safely without turning every situation into a support ticket.

Self-service is appropriate for:

  • Reading an invoice
  • Checking a payment state
  • Opening a console
  • Confirming whether a VM is online

Support is appropriate for:

  • Blocked order delivery
  • Payment inconsistency
  • Unclear VM state
  • Recovery action with risk of data loss

Use the right surface for the right need:

  • TRINITY For account, orders, invoices and service entry
  • UnyDesk For remote assistance and interactive access
  • UnyPort For infrastructure state and operational supervision