Support Policy

Effective Date: August 31, 2026
Last Updated: August 31, 2026

This Support Policy explains how HostFlow Network LLC (“HostFlow,” “we,” “us,” or “our”) provides customer support for game-server hosting, Discord bot hosting, website hosting, and related services.

This policy forms part of the HostFlow Terms of Service.

1. Support Availability

Customers may submit support tickets through the HostFlow Client Area 24 hours a day, seven days a week.

Ticket submission availability does not mean that HostFlow staff are actively available around the clock. Tickets are reviewed and answered based on staff availability, ticket priority, and the information provided by the customer.

HostFlow aims to provide an initial response to properly submitted support tickets within 24 hours.

The 24-hour timeframe is a response goal, not a guaranteed resolution time or Service Level Agreement.

2. Official Support Channel

The HostFlow Client Area is the official channel for account, billing, and technical support:

https://billing.hostflow.cloud

Discord and other community platforms may provide general assistance, announcements, or conversation, but they are not official channels for:

• Account changes

• Billing disputes

• Refund requests

• Cancellation requests

• Sensitive account information

• Security incidents

• Guaranteed technical assistance

Customers should use a support ticket whenever an issue requires investigation, account verification, or access to private information.

3. Support Departments

Select the department that best matches your request.

Technical Support

Use Technical Support for:

• Server provisioning problems

• Pterodactyl panel access

• HostFlow network connectivity

• Unexpected server shutdowns

• Assigned resource problems

• HostFlow-controlled infrastructure

• Backup-feature problems

• Technical service errors

Billing Support

Use Billing Support for:

• Invoices

• Payments

• Duplicate charges

• Refund requests

• Account credits

• Billing-cycle questions

• Service renewal questions

• Payment-method problems

Official cancellation requests must still be submitted through the cancellation-request feature in the Client Area.

Sales Support

Use Sales Support for:

• Product recommendations

• Plan specifications

• Upgrade options

• Preorder questions

• Custom service inquiries

• Questions before purchasing

Partnerships and Affiliates

Use the appropriate partnership or affiliate channel for:

• Partnership applications

• Affiliate questions

• Commission questions

• Promotional collaborations

4. Response and Resolution Times

HostFlow aims to provide an initial response within 24 hours. Actual response times may vary because of:

• Ticket volume

• Staff availability

• Issue complexity

• Incorrect ticket department

• Missing information

• Required third-party assistance

• Maintenance or active incidents

• Account-verification requirements

The initial response may acknowledge the ticket, request information, provide troubleshooting instructions, or confirm that the issue has been escalated.

Resolution times are not guaranteed. Complicated problems may require additional testing, vendor communication, software updates, replacement hardware, or customer action.

5. Ticket Priority

HostFlow may prioritize tickets based on severity and customer impact.

Critical

Examples include:

• Complete outage affecting multiple customers

• Serious HostFlow infrastructure failure

• Confirmed security incident

• Widespread loss of service

High

Examples include:

• A paid service is completely inaccessible

• Repeated crashes caused by HostFlow infrastructure

• Major network or provisioning failure

Normal

Examples include:

• Configuration questions

• Individual feature problems

• Backup questions

• Performance investigation

• Billing questions

Low

Examples include:

• General questions

• Feature requests

• Cosmetic issues

• Advice that does not affect service availability

Selecting an urgent or critical priority does not automatically make an issue critical. HostFlow may change the priority when necessary.

Repeatedly misusing ticket priorities may result in tickets being reprioritized or account restrictions.

6. Information Customers Should Provide

To help HostFlow investigate efficiently, include:

• The affected service

• Server name or identifier

• A clear description of the problem

• When the issue began

• Steps that reproduce the problem

• Relevant error messages

• Screenshots or logs when appropriate

• Troubleshooting steps already attempted

• Any recent changes made before the issue began

Do not submit private keys, account passwords, full payment-card details, two-factor authentication codes, bot tokens, API keys, or other sensitive credentials unless HostFlow provides an approved secure method.

HostFlow representatives will not ask for your HostFlow account password or two-factor authentication code.

7. Supported Assistance

HostFlow support covers reasonable assistance with:

• HostFlow account access

• Service provisioning

• HostFlow-controlled networking

• Assigned server resources

• Pterodactyl access and core panel functions

• HostFlow billing and invoices

• HostFlow backup features

• HostFlow infrastructure incidents

• Service upgrades and account changes

Support is limited to services and systems controlled by HostFlow.

8. Unsupported or Best-Effort Assistance

Unless your plan specifically includes managed support, HostFlow is not responsible for:

• Writing or debugging custom code

• Developing Discord bots

• Designing websites

• Configuring every game, plugin, or mod

• Fixing third-party software

• Repairing unsupported themes or plugins

• Managing customer databases

• Recovering data that was not backed up

• Administering customer communities

• Training customers in general programming or server administration

• Resolving Discord, game publisher, registrar, or external API restrictions

HostFlow may provide basic guidance for these issues when practical, but that assistance is offered on a best-effort basis and is not guaranteed.

Custom technical work may require a separate paid service or written agreement.

9. Managed and Priority Support

Certain products may include managed or priority support.

Any additional features, response targets, or management services will be described on the applicable product page or order confirmation.

Priority support may affect ticket ordering, but it does not guarantee immediate resolution unless a separate written agreement specifically provides that guarantee.

10. Customer Responsibilities

Customers are responsible for:

• Maintaining accurate contact information

• Protecting login credentials

• Keeping software, plugins, mods, and bots updated

• Maintaining independent backups

• Following troubleshooting instructions

• Responding to requests for additional information

• Testing customer-controlled configurations and software

• Following HostFlow policies and third-party platform rules

HostFlow may be unable to continue investigating when the customer does not provide required information or access.

11. Duplicate Tickets and Repeated Messages

Do not open multiple tickets about the same issue.

Duplicate tickets and repeated messages may delay investigation by splitting information across different conversations. HostFlow may merge or close duplicate tickets.

Customers should reply to the existing ticket with any additional information.

12. Ticket Closure

HostFlow may close a ticket when:

• The issue is resolved

• The requested information has been provided

• The customer confirms resolution

• The customer does not respond within a reasonable period

• The ticket duplicates another request

• The request is outside HostFlow’s support scope

• The ticket violates HostFlow policies

A closed ticket may be reopened when the system permits, or the customer may submit a new ticket if the issue returns.

13. Account Verification

HostFlow may require account, identity, ownership, or payment verification before:

• Discussing private account information

• Changing account details

• Granting service access

• Processing certain billing requests

• Discussing security-sensitive matters

• Transferring service ownership

HostFlow will not make sensitive account changes when authorization cannot be verified.

14. Maintenance and Outages

Known maintenance and outages may be communicated through the Client Area, Discord announcements, email, or an official status page.

During a widespread incident, HostFlow may prioritize restoring service over individually responding to duplicate outage tickets.

Availability commitments and service credits are governed by the Service Level Agreement.

15. Customer Conduct

Customers must communicate respectfully with HostFlow representatives.

Threats, harassment, discrimination, excessive profanity directed at staff, spam, or abusive conduct may result in:

• Ticket restrictions

• Communication limits

• Temporary account suspension

• Service termination in serious or repeated cases

HostFlow will continue handling legitimate billing, security, and legally required matters through an appropriate channel.

16. Changes to This Policy

HostFlow may update this Support Policy to reflect changes in staffing, support tools, services, or procedures.

Updates will be posted with a revised “Last Updated” date. Material reductions in customer support will receive reasonable notice when appropriate.

17. Contact

Submit support requests through:

https://billing.hostflow.cloud

HostFlow Network LLC
Website: https://hostflow.cloud
Client Area: https://billing.hostflow.cloud