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 Guarantee8 hours2 hours
Emergency Ticket Response Time
No Guarantee
2 hours30 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 PriorityHigh PriorityImmediate Escalation to Developer
Remote Live Support (Discord)
NoneStandard AccessPremium Access and Preference
White-Glove Onboarding
NoneYesYes with High Priority