Something broken? Need a hand with a mod install? Confused by a config file? One of the three of us will answer — usually within the hour, always within the day. Start with a ticket, check the status page, or self-serve from the guides.
Most admins get their problem solved in under 2 hours. Here's where to start based on what you need.
Email [email protected] with the template below. Reaches one of our three engineers directly — the fastest path to a hands-on fix.
Email support →Prefer email? Pick the inbox that matches what you need — support, billing, abuse, partnerships, or press. Every address reaches a human.
See inboxes →Step-by-step guides for every supported game — modpack installs, config tuning, migrations, troubleshooting. Often faster than waiting for a reply.
Browse guides →40 common questions across deployment, pricing, hardware, mods, migration, DDoS, and account management. Scan the categories for a quick answer.
Read FAQ →Real measured numbers across all channels, not aspirational SLAs. 95th percentile figures — the slowest 5% of tickets still beat this.
We'll never turn you away for asking, but these are the four things we'd check first if we were in your seat — solves ~40% of tickets before they're sent.
Boring, but it works. Restart from the panel, wait 30 seconds, try again. Clears a surprising amount — stuck plugins, phantom world locks, memory fragmentation, hot-deploy desync. If the issue persists after a clean restart, then it's worth a ticket.
The server console (panel → Console tab) usually shows exactly what went wrong. Red / yellow lines are errors and warnings. Paste the last 30 lines into the ticket — it cuts our diagnostic time in half.
90% of "my server won't start" tickets are a fresh plugin that's incompatible with your game version or conflicts with another plugin. Remove the most recent addition and restart — if it boots, you've found the culprit.
If the whole datacenter is degraded, you'll see it at the top of this page before we can reply. Major incidents show up in the status bar in near-real-time — check there first.
The more we know up front, the fewer back-and-forth replies it takes. Copy this template as a starting point:
Don't have all this info? Still send the ticket — we'll ask for what's missing. The template just saves a round-trip.
Every customer gets the same people answering — the tier only affects queue position and after-hours coverage.
Standard queue during business hours (9:00-19:00 UTC Mon-Fri, 10:00-17:00 UTC Sat). Target first response under 2 hours, resolution within the same day for most issues.
Priority queue, first response under 30 minutes during business hours and under 90 minutes overnight. Community plan and higher on any managed, VPS, or dedicated product.
Dedicated plans and Flagship custom setups bypass the first line entirely. First response under 10 minutes, 24/7, routed straight to senior engineers. Hardware-tier issues get on-call attention within 4 hours.
Server totally offline? Data loss suspected? Active DDoS? Flag the ticket as "URGENT" and it jumps every queue — we stop what we're doing and start on it. Don't abuse this; please.
Live chat is available in the panel during business hours. Best for quick questions, panel bugs, or "is this normal?" sanity checks. Complex issues get converted to tickets so we can attach logs and track progress.
Not offered as a standard channel — our tickets and live chat are the fastest path to an answer in writing, which matters when you're debugging a config file or error message. Scheduled voice calls available for Flagship customers on request.
Every ticket is answered by one of our three team members — no call centers, no ticket-routing mazes. Attach the info above and we'll usually have a fix within the hour.
