Support policy

SUPPORT POLICY VYLORNODE

Article 1. Support channels

1.1Official support channels:

• a. customer panel/tickets
• b. email: support@vylornode.com
• c. Discord for quick communication where available.

1.2For formal requests, complaints, abuse and legal matters, VylorNode may require a ticket or email.

Article 2. Support hours

2.1Support is provided on a best-effort basis.

2.2Support hours: through the customer panel and support channels, on a best-effort basis.

2.3Outside support hours, assistance may be limited.

2.4Critical incidents may be handled outside support hours where VylorNode reasonably deems this necessary.

Article 3. What is included in support?

3.1Included:

• a. account issues
• b. invoice questions
• c. basic panel issues
• d. server start/stop issues
• e. network or node issues
• f. basic information about packages
• g. investigation into incidents on VylorNode’s side.

Article 4. What is not included in standard support?

4.1Not included by default:

• a. custom development
• b. debugging customer code
• c. FiveM scripts
• d. Minecraft plugin configuration
• e. database optimization caused by customer queries
• f. recovery of hacked customer software
• g. configuration of external domains
• h. community management
• i. installation of illegal/leaked content
• j. training or advice outside hosting.

4.2VylorNode may offer paid managed support.

Article 5. Priorities

P1 Critical: Full outage caused by VylorNode infrastructure.

P2 High: Service largely does not work or is severely restricted.

P3 Normal: Functional error, configuration question or partial incident.

P4 Low: General question, advice or cosmetic issue.

Article 6. Response times

6.1Response times are targets: P1: as soon as possible. P2: within several hours where possible. P3: within 1 business day where possible. P4: best effort.

6.2Response times are not hard guarantees unless agreed in writing.

Article 7. Customer responsibility

7.1The customer provides sufficient information:

• a. server ID
• b. error message
• c. time
• d. screenshots
• e. logs
• f. steps to reproduce.

7.2The customer follows reasonable instructions.

7.3The customer makes backups before changes are performed.

Article 8. Conduct

8.1Insults, threats, spam, discrimination or aggressive behavior towards support are not accepted.

8.2VylorNode may limit support or close communication channels in case of abuse.

8.3Serious behavior may lead to termination of services.

Article 9. Escalation

9.1Complaints about support may be sent to support@vylornode.com.

9.2VylorNode assesses complaints within a reasonable period.