What to include

Open a support ticket from the billing panel and include:

• The server name or order number.
• What you were trying to do.
• When the issue started and whether it worked previously.
• The exact console or application error.
• The game, runtime, or application version.
• Any recent configuration or file changes.

Never include passwords, API keys, bot tokens, or private SFTP credentials. Say that a secret is involved and support will provide a safer way to handle it.

Urgent service problems

Report suspected downtime or a serious security issue as soon as possible, including outside normal contact hours. Contact hours are a guideline for response availability and work-life balance; serious service issues are still taken seriously and will be reviewed as soon as reasonably possible.

Support response time can vary with workload and issue priority. A ticket with clear, relevant details helps avoid delays.