FAQ

Find answers to common questions about our business and the services we offer

General Questions

What are your support/business hours?

Monday 15:30–23:00 UTC+1
Tuesday 15:00–21:00 UTC+1
Wednesday 15:00–21:00 UTC+1
Thursday 13:45–21:00 UTC+1
Friday 13:45–22:30 UTC+1
Saturday 10:00–23:00 UTC+1
Sunday 10:00–21:00 UTC+1
* Times are displayed in winter time

Please note that we still provide support out of the defined hours but the response time may vary depending on our team availability. Please also note that it could be possible that we are away during our support times, our support is a team of voluntary workers and also have other tasks to do!

What kind of support do you provide?

We provide free standard technical and billing support with all our services. Aditionally we provide semi-managed and managed support plans for an extra cost. Please note that we can always do small tasks for free if you have a service with us, such as installing modpacks, changing versions or doing migrations if you are tranferring from another hosting provider. Just ask our team, we'll be more than happy to help you.

What payment methodes are accepted?

We currently accept PayPal, Ideal and all the major credit/debit cards trough PayPal. But more methodes will be added in the future.

How long does the activation/setup of my service take?

Most of our shared hosting services such as Minecraft servers will be activated in 120 seconds or less unless our system requires a manual verification by our team, in which case it should not take more than 24 hours as long as you can provide all of the requested information in time.

Does my service include DDoS protection?

We provide DDoS Protection with all our services, for more detailed information about each product, please visit the particular page for it.

Do you offer an sla with your services?

We offer a 99.89% availability per month SLA on all our services, you can find more details in our Terms of Service.

Do you offer any money back guarantee?

If you are not satisfied with our services, you can request a cancellation and a full refund of your service within 24 hours of its initial activation date. Please note that our money back guarantee is limited to new customers on their first order. You can find more details in our Terms of Service.

Can I cancel my service at any time?

You can cancel the server at any time you want. We don't enforce any contracts or obligations in this matter.

What happens if I don't pay my service on time?

Your service will be suspended after 2 days from the due date and terminated after 7 days from the due date. You can always renew your service on the suspension period, but all your files will be permamently deleted after the termination date.

Minecraft Hosting Questions

What are your node specs and locations for Minecraft servers?

You can view all the hardware and software specifications on our network section.

Can I upload my own worlds?

We provide full SFTP access with all our Minecraft Hosting services so you can easily upload your worlds and plugins.

Can I transfer my Minecraft server from another provider?

We provide full SFTP access with all our Minecraft hosting services so you can easily upload your worlds and plugins. You can also get in touch with our support team, we'll be more than happy to transfer your server at no cost.

Do you provide a public page of your nodes statistics?

For transparency purposes and to prove we don't oversell, we provide a public page where you can see the live status, resource usage and uptime of all of our nodes.

How much disk space usage do you allow per server?

We provide unmetered storage with all our minecraft plans, this means you can use as much space as you need as long as you comply with our Acceptable Usage Policy. To avoid abuse, every new server has a limit of 2000MB that equals to 2GB. This limit can be raised at no cost by opening a support ticket.

Do you limit the player slots per server?

We don't limit the player slots per server. You can always change your server player slot count to any amount you want, the default values are just a recommended amount for each plan.

Do you support plugins?

Spigot/Bukkit/Paper and other server softwares support plugins, you can upload your own JAR file to use these or other server softwares. You can also get in touch with our support team, we'll be more than happy to install the JAR file for you at no cost.

Do you support mods/modpacks?

e support mods and modpacks, you can upload the jarfile of your preferred modloader or even a full modpack. You can also get in touch with our support team, we'll be more than happy to install the JAR file or the modpack for you at no cost.

Do you support mods/modpacks?

We support custom jar files, just upload your desired jar file, rename it to server.jar on our Pterodactyl panel. You can also get in touch with our support team, we'll be more than happy to install the JAR file for you at no cost.

Do you provide MySQL® databases?

We provide unmetered MySQL databases at zero cost with all our Minecraft hosting plans, this means you can use as much space as you need as long as you comply with our Acceptable Usage Policy. To get one or more databases for your server just click on the Databases section on our Pterodactyl panel. To avoid abuse, every new server has a limit of 1 MySQL databases. This limit can be raised at no cost by opening a support ticket.

Is it possible to change from HDD to SSD or from SSD to HDD?

Due to HDD and SSD running totally different hardware, Your server needs to be totally moved onto a new node, As so it has to be re-created. We can provide this service for an additional fee of €2 per server.

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