Support SLA
Effective November 4, 2026
This is what we promise about support. It is part of our Terms of Service. Most of our help desk is automated, so we can answer faster than a ticket queue, and the limits are stated plainly like everything else on this site.
What counts
- A support request is an email to [email protected] from the email address on your account, whether you are the server owner or a sub-user.
- The clock starts when your email reaches our mailbox. Times marked "any hour" run around the clock, every day of the year. A business day is Monday to Friday, 9:00 to 17:00 US Central, not counting US federal holidays.
The promise
- Any request: a first reply within 15 minutes, any hour. It gives you the ticket number, says what we understood and says what happens next.
- Self-serve fixes: done within 15 minutes, any hour. Restarting your server, taking a backup, resending your connect address and the other actions the help desk can run on your own server. The reply confirms what was done.
- Questions with a known answer: answered within 15 minutes, any hour. Set-up steps, mod and plugin problems the guides cover, adding a sub-user, how billing works.
- Everything else: a person replies within one business day, usually the same day. Plan changes, add-ons, custom domain set-up, anything that needs a judgement call or touches billing, other users or permissions.
- An outage on our side: the status page updates within 15 minutes, any hour, and a person posts an update within 4 business hours. Our monitoring sees a node outage before a ticket does.
What is not covered
- Requests from an address that is not on the account. We reply, but only to say what we need to verify you.
- Bugs in a game, a mod, a plugin or a third-party service such as Steam, Mojang, CurseForge or uMod, and problems caused by your own configuration. We help where we can, with no time promise beyond the first reply.
- Attacks beyond our nodes' protection, outages at our upstream providers, and maintenance announced on status.playdubious.com.
If we miss it
- Reply on the same ticket and say so. For a missed first reply or a missed self-serve fix we credit 5% of that month's plan price per missed promise, up to 25% in a month, on your next invoice. Credits are the only remedy under this SLA, and they do not apply to the exclusions above.
How we measure
- Every ticket's arrival time and first-reply time are logged automatically. Once the first month of live data exists we publish the median and the slowest 5% of first replies on our support page, and we update them monthly.
Server uptime
- A server uptime SLA with its own credits will be published after our first production node has 30 days of public history on the status page. Until then the outage clause of our Refund & Cancellation Policy applies.