Smarter support: an account-aware chat and a guide for every question

Support shouldn't mean repeating yourself

You know the drill with most hosts: open a chat, explain who you are, which server you mean, what plan you're on — then wait. We've been quietly rebuilding our support so it skips all of that. Two upgrades are live today.

A chat that knows your account

When you're signed in, our support assistant can see a read-only snapshot of your own account — your services and their current status, your recent tickets, and your latest invoices. That means its answers are about your situation, not a generic copy-paste.

Ask "why is my server down?" and it can tell whether your service is active, past due, or suspended, and point you straight at the page that fixes it. Ask "where's my latest invoice?" and it links you right to it. It only ever sees your own data, and it never changes anything on your behalf — it explains and links, you stay in control.

When chat can't fix it, your ticket's already written

Some things genuinely need a human — a refund, a billing question tied to your record, a server stuck in a state we need to inspect. When that happens, the assistant hands you a single, ready-to-send ticket: the subject and a summary of your issue are already filled in. One click, and a real engineer picks it up from the thread. No blank form, no re-explaining.

A guide for (almost) every question

Good step-by-step guides — the right order, real screenshots, the actual buttons you'll see in your dashboard — normally take hours to write. So we built a system that generates them for us, drawing on how the platform actually works, so every step matches what's really on your screen.

Want to know how to upload a mod? There's a guide, with screenshots, that walks you through it. Browse them all at our guides — covering the dashboard, billing, and game-server setup.

Ask, and the platform gets better

Can't find the guide you need? Open a ticket and ask for it (or use the contact form if you're not signed in yet). Every question we get turns into better coverage for the next person — that's not a slogan, it's literally how the guide library grows.

What's next

We're teaching the assistant to read your server's own logs, so it can pinpoint crashes and errors for you instead of asking you to copy-paste them. That one's on the roadmap, not live yet — for now it works from your service status and what you describe. As always, the roadmap is open: tell us what would help.