1. Purpose
This policy outlines how Glitch Servers provides customer support, including response expectations, support availability, and the limitations of our assistance.
2. Scope
Applies to all customers with active services under Glitch Servers, including VPS, game server hosting, and associated platform services.
3. Definitions
- Ticket: A formal support request submitted via the customer portal.
- Response Time: The amount of time between ticket submission and initial staff response.
- Resolution Time: The duration required to fully resolve a support issue.
4. Support Channels
- All support requests must be submitted via the official support ticket system accessible through the customer portal.
- Support is not provided over Discord, social media, or live chat unless explicitly stated otherwise.
5. Support Hours
- Standard support hours are 08:00–20:00 UK time, 7 days a week.
- Emergency support (for full service outages or critical issues) is monitored outside normal hours on a best-effort basis.
6. Response Times
- General inquiries: initial response within 4 hours during support hours.
- Technical support: initial response within 2 hours during support hours.
- Emergency support: best-effort basis outside support hours.
7. Scope of Support
Support includes:
- Service provisioning issues.
- VPS control panel access.
- Operating system reinstallations.
- Root login or connectivity issues.
- Billing/account issues.
Support does not include:
- Website development, application setup, or coding advice.
- In-depth system administration for customer-deployed software.
- Troubleshooting unsupported third-party applications.
8. Customer Responsibilities
- Customers must provide all relevant information when opening a ticket (error messages, steps taken, service affected, etc.).
- Abuse of the ticket system (spam, harassment, repeated out-of-scope requests) may result in a warning or suspension of support privileges.
9. Service-Level Limitations
- Support is offered on a best-effort basis and without SLA guarantees unless otherwise stated in a custom service agreement.
- Extended resolution time for complex or third-party issues may occur.