Support for every step of your experiment

Where are you stuck?
Contact OsxNode

Still checking whether your model will fit in 16GB of unified memory? Email us with your experiment details. Already renting a Mac? Sign in to the console and submit a ticket so we can review the issue against your order.

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Contact us only by support email or console ticket. Replies are asynchronous; we don't promise a set first-response time or round-the-clock replies.

Two ways to reach us

Pre-order experiment questions and order issues follow different paths

Email is best for discussing requirements and questions that don't require sign-in. Use a ticket to check rental periods, provisioning, payments, or node status. You must send either message yourself; this page never submits anything on your behalf.

Support email: discuss whether a short-term rental fits

Before ordering, tell us which model you plan to run, its quantization, context length, and how many days you'll need. We can discuss billing periods, whether extra storage is useful, and the limits of 16GB unified memory.

If you're already a customer but can't sign in to the console, use the same email for account or order questions. Never include your password or verification code.

Replies go to the email address you send from. There is no set first-response time. Check your inbox and spam folder, and don't assume that sending an email means a support ticket has been opened.

Email support

Console tickets: check node and order details

Sign in to the console, open the tickets area, and create a ticket with your order number and node name. Keep remote desktop connection issues, provisioning checks, renewals, billing questions, and SLA requests in the relevant ticket.

Keep adding logs, timestamps, and outcomes to the original ticket so troubleshooting details stay together.

Check ticket replies and status in the console. No fixed first-response time is published. The SLA uptime commitment does not set a ticket response time.

Open console tickets
Before you rent

Turn your model requirements into a memory budget

Our only available configuration is OsxNode M4-16: M4, 16GB unified memory, and a 256GB SSD. The key question isn't which tier to choose, but whether this configuration can handle your workload.

  1. 01

    How long will the experiment run?

    Include your estimated start date, time zone, and rental duration in days or weeks. Prepay by the day, week, month, or quarter. Service stops at the end of the rental period unless renewed, with no further charges. The start date helps us understand your needs; it does not reserve a machine.

  2. 02

    Which model will you run?

    Include the model name, parameter count, quantization, context length, and whether you're doing inference or a small LoRA fine-tune. “7B model” alone isn't enough to estimate peak memory: account for the cache, runtime, and system overhead as well as the weights.

  3. 03

    How much storage will your files need?

    Estimate the size of your model weights, datasets, and expected outputs, and say whether you need to keep multiple versions. Optional storage upgrades include +1TB SSD and +2TB SSD. More storage does not add unified memory or change the limits on what fits in memory.

Configuration limits: Higher-memory tiers are not currently available. We don't recommend running 8-bit models with 13B or more parameters on the 16GB configuration. Fine-tuning also requires accounting for gradients, optimizer state, and batch size; model weight size alone is not enough.

Technical support

Give us enough to reproduce the issue

Remote desktop issues, SSH disconnections, and terminated model processes can occur at different stages. Tell us whether you can't connect to the machine or can connect but the program fails, and note when your last successful operation occurred.

Identify the rental

  • Node name: Copy the exact name shown in the console.
  • Order number: Include the order affected, not just your account email.
  • Time: Note when the issue began and ended, with the time zone.
  • Status: Include the running status shown in the console and whether the rental is still active.

Never send your remote desktop password or SSH private key. Share node and order details only by support email or a ticket after signing in.

Describe steps we can repeat

  • Connection method: Browser-based remote desktop, VNC, or SSH.
  • Steps: Describe what you did in order, starting with the last step that worked.
  • Expected and actual result: Explain what you expected and what happened instead.
  • Error details: Include the exact error, exit information, or memory pressure status.

Include only log excerpts relevant to the issue. Remove tokens, keys, dataset contents, and personal information before sending. You don't need to provide full model weights.

Sign in to submit a technical ticket Read connection and environment guides
Payment checks

Share a transaction reference, never payment credentials

Orders are billed in USD. We accept USDT-TRC20 and Visa, Mastercard, or Amex via Stripe. Available payment options are confirmed by the console at checkout.

USDT-TRC20 orders

In your ticket, include the order number, transaction hash, amount paid, and transfer time with time zone. Also include the current order status shown in the console. The transaction hash helps us locate your payment; it is not an account password.

If you've sent the transfer but the order status hasn't updated, keep the original transaction record and ask us to check it. Don't pay again just because the page hasn't changed.

Never share your wallet recovery phrase, private key, or signing authorization. Email and support tickets are not payment channels; don't send funds to any address pasted into them.

Stripe card orders

Include the order number, payment time with time zone, amount, and any payment receipt reference. If payment failed, copy the error shown on the page and say whether you see an actual charge.

For a billing review or refund question, refer to the original order. Applicable terms and the outcome depend on the service terms and order review; we don't promise immediate refunds.

Never send your full card number, security code, payment verification code, or screenshots that show them. We don't need these details by email to check a payment.

Uptime and requests

Submit downtime records during the current rental period

Our uptime commitment is 99.9%, equivalent to about 43 minutes of downtime over 30 days. This is a commitment, not a record of historical uptime, and not every issue automatically qualifies for credit.

To submit an SLA request, sign in to the console, open the tickets area, and create an SLA ticket. During the current rental period, include the node name, order number, downtime start and end times with time zone, and any verifiable error records. If service hasn't recovered, submit the known start time first and add the recovery time to the same ticket later.

Downtime beyond the allowance is credited to your account in proportion to the service fee for the current rental period. See our security and availability information for coverage and exclusions. Model failures, user actions, and network access issues need to be investigated first; they don't automatically count as node downtime.

Sign in to submit an SLA ticket Read about security and availability
Email draft

Put the details together before you send

Fill out the form to open your email app with a draft addressed to support@osxnode.com. Nothing is submitted as a message on this page; review and send it from your email app. Use a console ticket for technical, billing, and SLA issues.

Enter the name you'd like us to use in our reply.

This address is included in the draft body and does not change the sending account in your email app.

Issue type (required)

For pre-sales, include experiment duration, model size, quantization, and file sizes. For technical issues, include the node name, order number, time and time zone, and steps to reproduce. Maximum 1,800 characters. Do not include passwords or keys.

The draft is created temporarily on this page and is not sent or saved automatically. Refreshing the page clears the form.

If your device doesn't have an email app configured, copy the draft and send it yourself to support@osxnode.com. Copying the content does not send it.

Your setup confirmed? Rent for the experiment period

OsxNode M4-16 includes 16GB unified memory and a 256GB SSD, with rentals starting by the day. Service stops at the end of the rental period unless renewed. Check the console for live availability; if you're still unsure about model requirements, have your experiment details ready before contacting us.

Rent a Mac by the day Check rental periods and add-ons