Status and support
Service status
status.superheat.cloud is Superheat CN's public status page. The monitor behind it runs inside the Shanghai cell and does not depend on the console application, so the page stays up when the console application does not. Both run on the same cell infrastructure, though: a host or network outage there takes both down. Checks run about every 30 seconds. The page is in 简体中文.
| Group | Covers |
|---|---|
| 平台 (Platform) | control plane, dispatch, marketplace API |
| 登录 (Sign-in) | operator and renter sign-in |
| 控制台 (Consoles) | operator console and renter console |
| 基础设施 (Infrastructure) | edge proxy (Caddy), database, relay |
The headline sums up every component: 全部系统运行正常 (all systems operational), 性能下降 (degraded performance), 部分故障 (partial outage) or 重大故障 (major outage). When the monitor cannot be read it says 状态暂不可用 (status unavailable) — the page never shows green without data.
The console has its own status light at the bottom of the left sidebar; click it to see each component and why. It reads All systems operational, Degraded performance, Service disruption or Can’t reach the API — the last one means your browser cannot reach the API, which is not necessarily a platform outage.
Billing, 发票 and refunds
Top-ups, 发票 (Chinese tax invoices), reconciliation and refunds are handled by the Superheat CN finance team: finance@superheat.cloud.
- 发票: switch on Request an invoice (fapiao) (开具发票) before you pay — see Adding credits.
- Refunds: made by hand by the finance team and recorded as an
adjustmentin your transactions — see Transactions and spend.
What to include in a report
Superheat CN has no public technical support channel yet. When you write to finance@superheat.cloud or to your Superheat CN contact, include:
- the organization's name (the organization switcher at the top left of the console), or the
X-Org-Idyou send to the API; - the ID of the instance involved;
- when it happened, with the time zone;
- the error the console showed, or the error code the API returned, such as
INSUFFICIENT_BALANCE(see Error codes); - for a payment: the method (支付宝 or 微信支付), the amount and when you paid.
Never send an API key, an SSH private key or a sign-in code.