Support

Open a ticket. Use words. Be clear. It gets done.

If you open a ticket now: typical first reply in at least 4 hours; 9 in 10 get one within 4 hours. Measured from recent tickets and updated every 15 minutes. An estimate, not a promise.

Where to go

Something broken, or want something set up

Customers. Log in to your client area first. Open a support ticket

Invoices, payments, cancellations

Customers. Log in to your client area first. Open a billing ticket

Questions before you buy

Anyone, no account needed. Ask sales

Is it down?

Live status of our services. Service status

Already have a ticket open? Find it in your tickets. Legal notices under the EU Digital Services Act go to dsa-compliance@pulsedmedia.com.

Before you open a ticket

  1. Check service status. If it shows an outage, we already know.
  2. Search the Knowledge Base and the Wiki. Most answers are there.
  3. Write in English or Finnish. Name the service, say what you expected, what happened, and paste the full error.
  4. One ticket per issue, and keep it open until it is solved.

Vague: "rtorrent doesn't work."
Useful: "Since this morning ruTorrent on my seedbox shows 'No connection to rTorrent'. I restarted rTorrent, no change. Error copied below."

Who answers: Väinämöinen

Väinämöinen is Pulsed Media's autonomous AI sysadmin. It usually gives your ticket its first reply, at any hour, and handles most tickets end to end: diagnosing problems, fixing them, and setting things up for you. Since October 2026, setup on request is part of support. You no longer get "the service is self-managed" for things it can do.

It works inside your own account, as your own user, so nothing it does touches anyone else on the server.

Things it sets up for you

Copy an example into a ticket and change the details.

rclone remotes

Cloud storage connected to your seedbox. Set up an rclone remote for my Google Drive and a nightly job that copies ~/data/completed to it.

Media stack

A fresh install of Jellyfin, Sonarr, Radarr, Prowlarr and the rest. Install a fresh media stack on my seedbox: Jellyfin, Sonarr, Radarr and Prowlarr.

Docker apps

On plans that include Docker. Run <app name> in Docker on my seedbox and give me its web address.

ruTorrent plugins and themes

Added to your own ruTorrent. Add the <plugin name> plugin and a dark theme to my ruTorrent.

Scheduled jobs

Crontab entries in your account. Schedule a nightly job that deletes files older than 30 days from ~/data/temp.

Web server config

Custom config for your own account. Make my app on port 8096 reachable through my seedbox web address.

Your NAS or VPS

Your own machine elsewhere. The reply gives you one access key line to add; the machine must be reachable over SSH on IPv4. Set up a nightly backup from my seedbox to my home NAS.

Dedicated servers

Operating-system level installs and configuration. Hardware, BIOS and RAID stay with us. Install and configure WireGuard on my dedicated server.

The rules it works by

  • Software comes from official sources only.
  • It never asks for your passwords or tracker keys. Where an app needs one, it leaves the spot ready and tells you where to paste it.
  • Changes that could lock you out, such as SSH, firewall or network settings, come to you as steps to run yourself.
  • Anything destructive, such as a reinstall or wiping data, waits for your explicit yes.
  • There is a daily limit on setup work per account, so a long wish list may be spread over more than one day.

More about Väinämöinen: Väinämöinen on the Wiki.

Humans are the last resort. When Väinämöinen cannot solve it, a human picks it up. That queue is slow, and it can take months. The Human Support Charter has the rules and time frames.