Support & Service Policies24/7 Assistance
Contacting Support & Ticket Escalation
Need technical help or billing reconciliation? Learn how to reach certified systems engineers through our client ticket portal and official Discord server.
1. Official Support Channels
Client Area Ticket Portal
Official, authenticated support for billing inquiries, UTR payment verification, hardware investigations, and IP changes.
Open TicketDiscord Live Community
Peer community chat, plugin recommendations, Bedrock crossplay debugging, and live status announcements.
Join Discord2. Submitting an Effective Support Ticket
To receive a rapid resolution on your first reply, always include:
- Service Identifier / UUID: e.g.,
OrynCloud-MC-10492. - Exact Error Output: Copy the last 30 lines from your server console or
logs/latest.log. - Steps Taken: What plugins were recently added or settings changed prior to the issue?
3. Ticket Priorities & Response SLAs
| Priority | Criteria | Target First Response |
|---|---|---|
| High | Host node outage, network routing drop, or payment deducted with server pending. | < 30 minutes |
| Medium | Port allocation requests, plan upgrades, or server migration assistance. | < 2 hours |
| Low | General inquiries, plugin advice, and DNS configuration questions. | < 6 hours |
4. Discord Community Support
Join over 1,000+ Indian and international server owners in our Discord server (discord.gg/8fjSjf3yDJ). Engage in #community-help for instant tips on mod compatibility, Geyser setup, and performance tuning.
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