Our support guidelines that our agents follow to help with your query.
Here at DedicatedMC, we pride ourselves on the performance we offer our customers. It’s in our name. But we also pride ourselves on our dedicated support. We have a ticket system built into our Discord, so that you can get real-time support with a real person who knows Minecraft inside and out.
That said, we do have to limit what we can help you with. We are hoping that you understand that while we will try to help as much as we can, there are limits to what we can do.
Below is a guide on what you can expect from our support staff as well as what we can’t do.
Please note: Support is limited to the Owner of the server. That is, the person who pays the bills.
They are free to ask for sub users to be added to a ticket, but this is on a per ticket basis.
We can help sub-users with a variety of things, but if an owner is needed, we will ask for them to make a ticket.
What we can help with:
· Installing Jar, Plugins, Mod-packs
· Upgrading your server
· Backups (made via the panel)
What we can't help with:
· Configuring Plugins
· Server Config Files
· Troubleshooting Plugin incompatibilities
· Lag that is not related to our hardware
Servers with hybridization software such as Mohist will receive minimal/no support. The methods which they achieve hybridization between Forge and Paper toolkits is extremely malicious and harmful for your server, and will cause issues. Debugging issues arising from using hybrid software/jars will fall on the server owners.
Offline-mode servers that are not connected to a BungeeCord network are treated with the same policy. They will receive minimal/no support.
This is all being said, at times our support agents can move outside these at their discretion. This does not mean they have to and should not be considered a given. The four items outlined can take our support staff hours to troubleshoot, which takes them away from other tickets. This is also something we feel is up to you, the server owner, to do. It's part of the fun and process of making your server enjoyable for all! We hope that this clears up any misconceptions to what we offer and what we can do for you.
Support from our discord and by our staff is given on the basis that you treat our support team with respect and manners. Abuse towards staff will not be tolerated, and repeated abuse after a warning will result in a ban from the discord. Explicit abuse and ban evasion may result in your service being terminated without refund and you being banned from our services entirely.