Getting help
Open a ticket first
Section titled “Open a ticket first”Tickets live in the billing portal at billing.hostboi.com → Support → Open ticket.
A ticket is better than an email because it arrives with your account and the service attached — we can see the server, its plan and its recent events without asking you to repeat them. It also keeps the whole conversation in one place, including the fix.
What to include:
- which server (name or address), if the question is about one
- what you did, in order
- the exact error, copied rather than described
- the console output from around the failure — the last 20–30 lines is plenty
support@hostboi.com works for anything, including pre-sales questions and game requests.
Two caveats:
- An email does not attach itself to an existing ticket, so it cannot continue a ticket conversation.
- Replies sent by email to a ticket notification are not added to the ticket. Answer in the portal instead — otherwise the reply sits in a mailbox while the ticket looks unanswered.
Discord
Section titled “Discord”The community server is at discord.gg/YDzPDxKRXv.
| Channel | Use it for |
|---|---|
#help (forum) |
Quick questions, config help, “is this normal?” — other customers often answer faster than we can |
#status |
Incidents and scheduled maintenance announcements |
#suggestions |
Games you want added |
Discord is good for a second opinion. It is not a way to open a support ticket — anything that needs your account looked at still needs a ticket.
Response times
Section titled “Response times”Tickets are answered during the day, US Mountain Time. Overnight tickets are picked up the following morning. Node-level failures raise an alert on our side and are dealt with before individual tickets.
We do not publish a per-ticket response SLA. Our availability target is listed on the Features page.
Scheduled maintenance
Section titled “Scheduled maintenance”Scheduled maintenance is normally on Tuesdays between 06:00 and 09:00 US Mountain Time, and is announced at
least 48 hours in advance in #status on Discord. Emergency security work can happen without notice; we will
post about it as soon as it is safe to.
Maintenance does not count against the 99.9% uptime target.
Before you write
Section titled “Before you write”Three checks solve a surprising share of reports:
- Check
#status. If a node is having a bad morning, everyone on it is already being worked on. - Read the console. Restarting and watching the last lines distinguishes a crash from a config mistake.
- Try the obvious reversals. Did the last change you made cause it? Restore the backup you took before it (you did take one — Backups and restores).
What we cannot do
Section titled “What we cannot do”For honesty’s sake, a short list:
-
We cannot recover a world that was never backed up and has been overwritten.
-
We cannot install a client-side mod on your PC, or fix a game’s own launcher.
-
We cannot raise a plan’s limits without a plan change or an add-on — the panel enforces them on purpose.
-
We cannot act on a request posted only in Discord; without a ticket there is no account context attached.