Send pre-sales questions, region requests, partnership inquiries, and privacy requests to support@oakmini.com. For existing orders, running Cloud Macs, connection issues, or billing status, sign in to the portal and submit a ticket so it is linked directly to your order and physical node.
Choose the channel based on whether your issue is linked to an order or specific host. Issues involving an existing order, instance status, or incident record should use a portal ticket. For pre-purchase configuration advice, region questions, partnerships, and privacy requests, use support email.
Compare Oak Core and Oak Forge, and confirm whether the M4 or M4 Pro, memory, storage, term, and workload fit. Describe your actual workflow instead of simply asking for a high-spec machine.
Available regions are currently Singapore, Japan (Tokyo), South Korea (Seoul), Hong Kong, and the US West. Tell us where you mainly connect from, where your team collaborates on repositories, and whether your workload is interactive or background-based.
Submit order status, renewals, billing status, host details, and purchased configuration through the portal. Tickets include account and order context, reducing the time needed to verify ownership and node details.
For SSH or VNC connection failures, offline runners, build failures, disk issues, or toolchain path problems, submit a technical ticket from the relevant instance. Include reproducible steps and redacted log excerpts.
For partnership inquiries, describe your organization type, use case, expected nodes, and timeframe rather than sending a context-free proposal. For privacy requests, state the request type, account email, and necessary order ID; identity verification details will be requested separately and only as needed.
The goal of a pre-sales conversation is not to list product names, but to define the workload clearly. We assess whether Oak Core or Oak Forge fits based on use case, concurrency, storage, and connection location, and identify what still needs confirmation before ordering.
Pre-sales selection | Use case | Target region
Use case:
Primary toolchain:
Target region:
Expected term:
Number of concurrent tasks:
Memory per task:
Repository and cache capacity:
Expected peak storage:
Primary connection location:
Team collaboration regions:
Questions to confirm:Mac Mini M4 · 16GB RAM · 256GB SSD. Best for personal debugging, light builds, a single low-concurrency runner, and workflows where you actively manage dependency caches and build artifacts.
Mac Mini M4 Pro · 64GB RAM · 2TB SSD. Best for concurrent projects, memory-intensive build pipelines, larger-model inference, and tasks that require work directories to be retained long term.
Both tiers provide a dedicated physical Mac mini node rather than virtualized resources. Final node availability and configuration are shown on the portal order page.
“Cannot connect” or “build failed” is not enough to locate the issue. Select the relevant order or instance in the portal, then provide the system, connection method, time, steps, and logs. If the issue affects an active task, state the impact in the subject, but do not create duplicate tickets for the same event.
Enter the order ID, instance name, and node region. Do not provide only a device nickname; if an order has multiple resources, identify the affected Cloud Mac.
Provide the macOS version, chip details, SSH or VNC client version, and the versions of Xcode, Git, Homebrew, Fastlane, or the runner involved.
Include the error date, exact time, and time zone, along with the most recent successful time. For intermittent issues, list at least two occurrences.
Start from a known-good state and list the actions, commands, expected result, and actual result in order. Include any change observed after switching networks or restarting tools.
Keep error codes, timestamps, command names, and necessary stack traces. Remove usernames, repository tokens, private keys, signing materials, payment information, and other credentials.
Region | Instance | Issue
Order ID:
Instance name:
Node region:
macOS version:
Chip and memory:
Connection method:
Relevant tool versions:
Error time and time zone:
Most recent successful time:
Impact:
Reproduction steps:
1.
2.
3.
Expected result:
Actual result:
Error code:
Troubleshooting performed:
Redacted log excerpt:Complete information reduces back-and-forth, but “complete” does not mean submitting sensitive data. Support needs order context, reproducible steps, and error evidence—not passwords, private keys, signing certificate contents, or payment credentials.
| Issue type | Recommended channel | Prepare before submitting | First-response target |
|---|---|---|---|
| Pre-sales selection and region advice | support@oakmini.com | Use case, region, term, concurrency, storage, connection location | Confirmation within 1 business day |
| Existing order and billing status | Portal ticket | Order ID, requested action, event time, relevant status | First response within 12 hours |
| Connection failure or abnormal host status | Portal ticket | Instance, region, connection method, time, error code, redacted logs | Priority response within 4 hours |
| Toolchain and CI/CD troubleshooting | Portal ticket | Versions, runner labels, reproduction steps, build log summary | First response within 12 hours |
| Partnerships and privacy requests | support@oakmini.com | Request scope, necessary identifiers, requested action | Confirmation within 1 business day |
If logs print credentials by default, replace them with [REDACTED]. If you cannot determine whether content is sensitive, delete it first and state the type of information omitted in the ticket.
This contact page helps confirm pre-sales requirements, collect troubleshooting details, and explain support paths; it does not replace order operations. Sign in to the portal to choose Oak Core or Oak Forge, view available nodes, select daily, weekly, monthly, or quarterly terms, configure storage expansions, place orders, renew services, and manage Cloud Macs.
For existing orders, do not email requests such as “renew this for me” or “change the host.” Open the relevant order in the portal, verify the chip, memory, storage, region, term, and add-ons, then take the available action. If the page status differs from expectations, submit a ticket from that order.
All Oakmini orders are settled in USD. The available checkout gateway is returned by the portal. For payment questions, provide the order ID, payment method category, time, and page status; never submit payment credentials.
Supported Visa / Mastercard / Amex (via Stripe). If the order page shows processing or the result has not synced, do not resubmit. Record the order ID, time, and page status, then request verification through a portal ticket.
Supported USDT-TRC20. For verification, you may provide the order ID, transaction time, and necessary public transaction identifier, but never send wallet private keys, recovery phrases, or anything else that could control the assets.
One currency:All plans, add-ons, and orders are priced and settled in USD.
One channel:The portal display determines the available gateway, payment status, and order result.
Security boundary:Support requests verify order status only and never require payment credentials.
For technical issues, first select the relevant Cloud Mac, then include the order ID, region, time, steps, and redacted logs. Send pre-sales, region, partnership, and privacy questions to support@oakmini.com.