Support happens in tickets on the panel, so everything about your server stays in one place. It isn't given in the Discord any more.
What a ticket is for
- Connection problems on our side. Nobody can reach your server because of our network, hardware or the panel.
- Your account. Signing in, or your panel account and its Discord link.
- A suspension. Why it happened, or your side of it.
- More resources. More CPU, RAM or disk for your slice or server. Say what you run and why it needs more. It's decided case by case.
Setting up your server, mods and plugins, and your own internet or PC are yours to sort out. The full rule
Opening one
- In the panel, click Support (the life ring in the top bar), or open the server it's about and go to its Support tab.
- Pick what it's about, give it a subject, and describe the problem. Say what you tried and what you saw.
- Send it. You're notified when we reply, in the panel and by email or Discord, depending on your notification settings.
Reply in the same ticket to keep the conversation together. Replying to a closed ticket opens it again. You can have up to five tickets open at once.
If your server is suspended
The suspended server's page has a button that opens a ticket about the suspension in one click, already filled in. Add anything you want us to know and send it.