There are 3 Support Tiers available to our customers, each with their own timeliness requirements and uptime guarantees. We provide the Standard Support tier for all paid servers except the XX-Large size which has Premium Support included, all free of charge! You can also upgrade to a higher support tier during the server creation process as well.
| No Support (Free Servers Only) | Standard Support | Premium Support | |
| Standard Ticket Response Time | No Guarantee | 8 hours | 2 hours |
| Emergency Ticket Response Time | No Guarantee | 2 hours | 30 minutes |
| Live Chat Support hours | 9am - 5pm Pacific Mon - Fri | 9am - 5pm Pacific All Days | 24 Hours All Days |
| Uptime SLA | 99% | 99.9% | 99.9% |
| Priority Escalation | Low Priority | High Priority | Immediate Escalation to Developer |
| Remote Live Support (Discord) | None | Standard Access | Premium Access and Preference |
| White-Glove Onboarding | None | Yes | Yes with High Priority |