Support

Getting help

Email [SUPPORT@YOURDOMAIN]. We aim to respond within 1 business day. Include your account email and, if the question is about a specific deployment, its URL and the approximate time of the problem — it makes the logs findable immediately.

Before you write

A few things resolve most reports faster than we can reply:

• Build failed? The build log in the dashboard shows the failing step and command. Most failures are a missing dependency, a build script that assumes a local file, or a Node version mismatch.
• App returns 502? Check that your app listens on the port given in process.env.PORT and binds 0.0.0.0, not localhost.
• First request slow? That's a cold start — an idle app is restored from a snapshot on the next request. Subsequent requests are fast.
• Custom domain not working? DNS changes can take time to propagate; the domain's status in the dashboard shows whether verification and the certificate have completed.
• Unexpected charges? Your usage page shows the current period's consumption, and billing shows every charge and your spend cap.

Reporting a security issue

Please report vulnerabilities privately to [SUPPORT@YOURDOMAIN] rather than filing them publicly, and give us a reasonable window to fix the issue before disclosure. Tell us what you found, how to reproduce it, and the impact you think it has. We will acknowledge your report, keep you updated, and credit you if you would like us to.

Please do not run automated scans, load tests, or denial-of-service tests against the platform or other customers' applications while researching.

Reporting abuse

If an application hosted on Ratna is sending spam, phishing, hosting malware, or infringing your rights, email [SUPPORT@YOURDOMAIN] with the URL and evidence. We investigate abuse reports and will suspend applications that violate our Terms of Service.

Account and billing

Plan changes, cancellation, spend cap and invoices are self-serve in billing settings. Cancelling stops the next renewal and leaves your applications running until the end of the period. For refund questions, see section 7 of the Terms, then write to us.

Service status

We do not currently offer a contractual uptime guarantee (see section 3 of the Terms). If you are experiencing an outage that isn't specific to your application, tell us — that is exactly the kind of report we want to receive quickly.