Contact us

This page explains how to reach Matrix Streamline: for help with a server, a question about a bill, an abuse report or a formal complaint. It also gives the business details behind the service.

Get help with a server

If you have an account, the fastest way to reach us is to open a support ticket from your client area. Choose the server the ticket is about, so we know which one you mean. Our replies appear in the ticket, and each one is emailed to you as well.

We answer tickets every day, and urgent server issues are dealt with first. Set a ticket's priority to Urgent when a server is down or unreachable, so it stands out.

Cannot sign in, or have a question before you buy? Email support@matrixstreamline.com. If you have only forgotten your password, use “Forgot password?” on the sign-in page.

What to include in a request

A complete first message saves a round of questions. Please include:

• The server's hostname and IP address. Both are on the server's page in your client area.
• What you were trying to do, and what happened instead. Copy any error message exactly.
• When the problem started, with the date and time (Indian Standard Time if you can).
• What you have already tried, such as a reboot, a firewall change or a rebuild.
• For a billing question, the invoice or order number.

Tickets take text only, so paste logs and error messages into the message instead of attaching files.

Do not send your account password, card number, CVV or UPI PIN in a ticket or an email. We do not need them to help you.

Billing and payments

For questions about invoices, payments, wallet top-ups or refunds, email billing@matrixstreamline.com from the address on your account, or open a ticket and choose the Billing department.

Include the invoice number, and if you paid online through Cashfree, the payment reference shown on your receipt or bank statement. You can check your invoices and your wallet balance in your client area at any time.

Our prices exclude 18% GST, which is added to each server invoice (wallet top-ups are not taxed). Add your GSTIN to your profile and it is printed on your invoices.

To cancel a server, turn off auto-renew on the server's page and open a ticket asking us to cancel it. The Refund & Cancellation Policy explains what can be refunded and how.

Report abuse

To report spam, phishing, malware, network attacks, copyright infringement or other misuse coming from an IP address on our network, email support@matrixstreamline.com with the subject “Abuse report”. Clients can also open a ticket and choose the Abuse department.

So that we can look into it, include:

• The IP address involved.
• The date, time and time zone of the activity.
• What happened, with evidence such as log lines, full email headers or the URLs concerned.
• How to reach you if we need more information.

We review abuse reports and act on them under our Acceptable Use Policy, which can mean suspending or terminating the server concerned. To protect our clients' privacy, we may not be able to tell you what action we took.

Grievance Officer

If support has not resolved your concern, or you want to make a formal complaint about our service, about content hosted on our network, or about how we handle your personal data, write to our Grievance Officer.

Put “Grievance” in the subject line so your message is handled as a formal complaint. Tell us your name, the email address on your account (if you have one), any ticket number, what your complaint is about and what outcome you are asking for.

We will acknowledge your complaint within 48 hours of receiving it and resolve it within 30 days.

Requests about your personal data, such as a copy, a correction or deleting your account, can be sent to the same address. The Privacy Policy explains how we handle them.

Business details

Our policies, linked below, set out how the service works. Please read them before you order.