TurnKey support

Bundled support for paying and free trial TurnKey customers

Unlimited free "getting started" support is available to all paying TurnKey customers. That includes AWS Marketplace users and TurnKey Hub users on paid plans - including during the free trial. Beyond that, each subscription includes a number of free support tickets per month.

"One on one" support for default Hub/AWS servers and TKLBAM backups can be accessed via the Hub's "in app" support feature. When logged in, click the blue icon in the bottom left corner. Alternatively, send an email to support AT turnkeylinux.org. If emailing, Hub users should send the email from same address linked to the Hub. AWS Marketplace users should include their AWS account ID number.

Expected support response time for most users is within one workday - often quicker. To ensure that your issue/question is resolved as quickly as possible, please see below for information to include in your support request.

Priority support, support for customized servers and server customization are also available. Please contact us to discuss your needs.

Support for all TurnKey users

Free "best effort" community support is available to all TurnKey users, paid or not. Access is via our website forums.

The website user database is separate to the Hub, so new website users need to register for an account. Unfortunately due to spammers, manual account approval is required. Paying customers can have their account approved quickly by contacting support as noted above. Free users will need to follow the instruction in the welcome email and be a bit patient.

Also see the "self help" and reporting problems doc page for more details and ideas.

Info to include in support request

Regardless of the support channel your choose, to get your issue resolved quickly, please provide as much information as possible. You can never provide too much info, but we can't read your mind! :)

Please provide as much of the info noted below that is relevant to your support request:

  • The name and version of your server. Sharing the output of 'turnkey-version' (from CLI) is an easy way to get that.
  • The platform your server is running on.
  • Description of the problem - "it doesn't work", "it's broken", etc don't give us any insight at all.
  • Any error messages you are seeing, ideally the exact wording.
  • What you were trying to do when the problem occurred and what you expected to happen.
  • What (if anything) you have tried to resolve it yourself and the result of that.
  • The output of relevant logs.
  • Any configuration and other things that you have recently changed or done before the problem occurred - even if it seems irrelevant.
  • Step-by-step instructions to reproduce the issue. With this info it will be much quicker and easier to understand the problem and develop a fix.
  • Any other information that might help us understand the problem.