Xcode and tool versions
Specify your current major Xcode version, command-line tool requirements, dependency management method, and whether you need multiple toolchains kept available at the same time.
Two contact channels · Routed by issue type
Classify the issue first, then provide the key context in one message
Email is best for pre-sales selection and migration assessments. For existing orders, device issues, and technical problems that need ongoing tracking, log in to the console and open a ticket. Having the model, region, timing, and reproduction details ready can significantly reduce back-and-forth.
Within 1 business day
First review of support email
Within 4 business hours
First review of console ticket
CONTACT ROUTING
Issue routing runbook
READY
PRE
Pre-sales selection
Model, term, region, and additional storage
Email
MIG
Migration assessment
Xcode, dependencies, Runner, and data synchronization
Email
ORD
Order issue
Order record, term, or configuration change
Ticket
TEC
Technical support
Connection, builds, disk, and network diagnostics
Ticket
Do not submit unsanitized keys, tokens, or signing materials
Structured inquiry email
Put your environment and goals in one email
This form does not submit data to the website server. When you finish, the page generates a draft email addressed to the support team, which opens in your system email app.
Selection checklist
Five information groups determine whether a recommendation is actionable
“I need a Cloud Mac” alone is not enough to assess concurrency, storage, or connectivity needs. The more complete the information, the easier it is for the team to recommend a specific model and region.
Concurrent build count
Describe the number of builds running simultaneously at peak times, the duration of each build, and whether the jobs come from developers or CI Runners.
Storage growth
Estimate usage for source code, dependency caches, DerivedData, build artifacts, and model files, and indicate whether you are considering +1TB SSD or +2TB SSD.
Daily connection locations
Provide the cities where primary operators are located, along with the locations of repositories and artifact upload targets, so we can assess connectivity across the five available regions.
Expected start date
State when you want to begin migration, complete validation, and enter stable operation, so we can distinguish a temporary experiment from ongoing build workloads.
When you need a small-scale validation first:
Include a representative build job, shareable timing data, and your target completion criteria in the email. Do not send production keys or unsanitized project logs.
Support for existing orders
Use a console ticket for device-related issues
Tickets are linked to your signed-in account and order records, making them better for tracking delivery, connectivity, build failures, disk space, network performance, and configuration changes.
TICKET INPUT
Six diagnostic details to prepare before submitting
Order ID
Copy the complete ID shown in the console’s order details. Do not provide only the model name or payment time.
Device ID
Provide the device ID visible in the instance details. Do not submit connection passwords or private keys.
Time of occurrence
Include the time zone, first occurrence, most recent reproduction, and whether the issue is continuous or intermittent.
Reproduction steps
List the commands, tool versions, input conditions, actual result, and expected result in the order they occurred.
Sanitized logs
Keep error codes, timestamps, and execution stages; remove repository tokens, signing materials, email addresses, and private project paths.
Impact
Explain whether all builds are blocked, only one job is affected, or the issue occurs only on a specific network or remote session.
Console ticket
After logging in, open the support area, create a ticket, and select the related order. Initial review is usually completed within 4 business hours, with follow-up progress kept in the same ticket record.
Narrow the scope in diagnostic order
For connection issues, first check your local network, destination address, and SSH key. For build failures, record the Xcode version, dependency restoration result, and location of the first error.
Response boundaries
Use live console results as the source of truth for record-related issues
Email is useful for explaining requirements and solution context, but it does not replace account-level order records. For device delivery, region availability, term, or configuration changes, rely on the information returned by the console.
Delivery and availability
Both models can be ordered in Singapore, Japan (Tokyo), South Korea (Seoul), Hong Kong, and US West. Actual delivery status is shown in real time by the console.
Region selection
Regional recommendations in email are based on connection location and workload. Confirm your final choice in the order configuration and use the region shown in the order record as the source of truth.
Order and configuration changes
For changes involving the term, quantity, additional storage, or Thunderbolt 5 daisy chaining, submit a console ticket so the request can be handled against the specific order.
Information use and submission confirmation
Submit only the information needed to resolve the issue
Content in the email generator is organized in your current browser and handed off to your system email app. Information received by the team is used only to handle inquiries, migration assessments, order verification, or technical support. Do not include passwords, private keys, access tokens, complete signing materials, or unsanitized internal logs.
Before sending, recheck the recipient address, issue type, contact details, and log sanitization. See the Privacy Policy and Terms of Service for how personal information is handled and the boundaries of service use.
Existing orders go through tickets; pre-order requests go by email
Send your issue through the right channel with actionable context. View order and device records in the console; send pre-sales and migration questions to the support email.