Last updated: 6 June 2026
How to Get Support
Our primary support channel is Discord. Open a ticket for the fastest response:
- Discord: discord.gg/XzMwwc3HZm — open a ticket in the #tickets channel
- Email: support@8bit-hosting.com (slower response than Discord)
Response Times
We aim to acknowledge all tickets within the following timeframes:
| Priority | Examples | Target Response |
|---|---|---|
| Critical | Service completely down, data loss, billing error | Within 4 hours |
| High | Performance issues, panel access problems, SFTP issues | Within 12 hours |
| Standard | General questions, setup help, how-to queries | Within 24 hours |
These are target times, not guarantees. Response times may be longer during peak periods or outside UK business hours.
What We Support
- Initial server setup and configuration
- Panel access (login issues, 2FA, account recovery)
- Starting, stopping, and reinstalling your server
- Network issues, latency, and connectivity problems
- Backup creation and restoration (built-in backups)
- Upgrading or downgrading your plan
- Billing and payment queries
- General hosting questions
What We Do Not Support
- Custom plugin or mod development
- Configuring or troubleshooting third-party plugins, mods, or scripts (unless it is a hosting-level issue)
- In-game issues not related to server connectivity or hosting infrastructure
- Software you have installed yourself that causes conflicts
- Issues arising from violations of our Acceptable Use Policy
While we won't configure your mods for you, our Knowledge Base has guides for common setups. Our Discord community is also a great place to ask game-specific questions.
Free Trial Support
Customers on a free trial receive standard support for hosting-related issues. Trial servers are subject to the same rules as paid plans.
Respectful Communication
We ask that all customers treat our team with respect. Abusive, threatening, or harassing behaviour will result in your ticket being closed and may lead to account action under our Terms & Conditions.
8Bit Hosting