Before you open a ticket for a site that feels slow or down, check portal.flashcloud.com/status. It shows the real-time health of every Flashcloud system, broken out by region, so you can tell in seconds whether something is actually wrong on our end or the issue is local to your site.
If status shows all green, the problem is almost certainly specific to your account or your site, and a support ticket is the right next step. If status shows a component down or degraded, you're already looking at the fastest source of truth. No need to ask us what's happening; we're already posting it.
What's on the status page
The page is a component grid, one row per system we run. Each component gets a live status indicator and an uptime bar showing recent history at a glance.
Components are split across our four regions: New Jersey, Seattle, Frankfurt, and Singapore. This matters because an issue in one region doesn't mean your service is affected. If your site is hosted in the New Jersey datacenter and Frankfurt shows a problem, you're not impacted. Check Services in the portal if you're not sure which region your hosting is in.
Uptime bars
Each component has a rolling uptime bar. It's a quick visual for "has this been solid lately" without digging through logs. A dip in the bar with no current incident usually means a brief blip that's already resolved.
Reporting an issue
If you're seeing a problem that isn't reflected on the status page, use the Report an issue link on the page. That tells the team something might be wrong even before an incident is posted.
Reporting an issue is not the same as opening a support ticket. It's a signal that something might be wrong at the infrastructure level. If you need help with your specific account, site, or a question about your service, that still goes through a support ticket.
When to check status vs. open a ticket
- Multiple sites or services affected at once, or you can't reach the portal itself: check status first.
- Only your site is down, or an error is specific to one domain: skip status, it's almost certainly account-specific. Head straight to a ticket.
- A page loads slowly but loads: this is rarely an infrastructure issue. Check for a heavy plugin, an uncached page, or a third-party script before assuming it's on our end.
When to contact support
If status is clean and something is still wrong, don't spend time troubleshooting blind. Open a ticket from Support → New ticket in the portal, and include the service or domain affected, what you expected versus what happened, and the exact error text if there is one. That's what gets you the fastest answer from a real person on our team, no phone tree involved.
If you're new to the portal generally, Find your way around the portal is a good map of where everything lives, and Welcome to Flashcloud covers what we manage for you versus what's yours to control.