Contact Support

How to Get Support

We’re here to help you get the most out of your Game Lords game servers. Whether you’re a new user or an experienced server administrator, our support team is ready to assist.

Support Ticket System

Submit a Ticket

🎫 Create Support Ticket

Our primary support channel is through our ticket system at help.gamelords.gg. This ensures:

Tracked Communication: All conversations are saved and accessible
Priority Handling: Tickets are prioritized based on urgency and account type
File Attachments: Upload screenshots, logs, and configuration files
Detailed History: Reference previous interactions and solutions

What to Include in Your Ticket

To help us assist you quickly, please include:

Server Information

Game type (Minecraft, Rust, ARK, etc.)
Server plan and specifications
Server ID or name
Current server status

Issue Details

Clear Description: What exactly is happening?
When It Started: When did you first notice the issue?
Steps to Reproduce: How can we recreate the problem?
Expected vs Actual: What should happen vs what’s happening?

Supporting Materials

Screenshots: Error messages, control panel screens
Log Files: Console output, error logs
Configuration Files: Settings that might be related
Recent Changes: Any modifications made before the issue

Response Times

Priority Level	Response Time	Description
Critical	Within 1 hour	Server completely down, data loss
High	Within 4 hours	Major functionality broken, affecting all players
Normal	Within 12 hours	General issues, configuration help
Low	Within 24 hours	Feature requests, general questions

Alternative Support Channels

Service Status Page

📊 Check Service Status

Before contacting support, always check our status page for:

Real-time system status across all services
Current incidents and their impact
Scheduled maintenance notifications
Historical uptime data
Subscribe to updates for notifications

When to check: Always check the status page first when experiencing:

Server connectivity issues
Performance problems affecting multiple servers
Payment or billing system issues
Control panel access problems

Discord Community

💬 Join our Discord

Real-time chat with community and staff
Game-specific channels for targeted help
Community knowledge from experienced users
Announcements about updates and maintenance
Status updates during incidents

Best for:

Quick questions
Community discussions
Real-time troubleshooting
Networking with other server owners

Email Support

📧 support@gamelords.com

Use email for:

Account and billing inquiries
General questions
Feedback and suggestions
Partnership inquiries

Note: For technical server issues, our ticket system provides better tracking and faster resolution.

Support by Topic

Account & Billing

Login and password issues
Subscription management
Payment problems
Account verification
Plan upgrades/downgrades

Best Channel: Support tickets or email

Server Technical Issues

Server won’t start
Performance problems
Configuration errors
Plugin/mod conflicts
Connection issues

Best Channel: Support tickets with detailed information

Game-Specific Help

Game configuration
Plugin/mod installation
World management
Player management
Custom features

Best Channel: Support tickets or Discord

General Questions

Feature availability
Server recommendations
Best practices
Community guidelines

Best Channel: Discord or support tickets

Self-Service Resources

Before contacting support, check if these resources can help:

Service Status Page

📊 status.gamelords.gg - Check this FIRST for any issues:

Real-time system status across all our infrastructure
Active incidents and their impact on services
Scheduled maintenance windows and expected impact
Historical performance data and uptime statistics
Incident updates with estimated resolution times
Notification subscriptions for status alerts

Documentation

This knowledge base: Comprehensive guides for all games
Getting started guides: Step-by-step tutorials
Troubleshooting section: Common issues and solutions
Game-specific guides: Detailed configuration help

Control Panel

Server console: Real-time logs and error messages
Performance graphs: Resource usage monitoring
Backup management: Restore from automatic backups
File manager: Access and edit server files

Priority Support

VIP Support Plans

For customers requiring enhanced support:

Dedicated support agent
Priority response times
Phone support access
Advanced server monitoring
Custom configuration assistance

Enterprise Support

For large organizations and resellers:

24/7 phone support
Dedicated account manager
Custom SLA agreements
White-label solutions
Bulk management tools

Support Hours

Standard Support

Ticket System: 24/7 (monitored during business hours)
Discord: Community available 24/7, staff during business hours
Email: Business hours response

Business Hours

Monday - Friday: 9:00 AM - 6:00 PM EST
Weekends: Limited support for critical issues
Holidays: Emergency support only

Emergency Support

Available 24/7 for:

Complete server outages
Data loss situations
Security incidents
Payment system failures

Support Quality

We’re committed to providing excellent support:

Our Standards

Professional: Knowledgeable and courteous interactions
Efficient: Quick resolution of issues
Educational: Help you understand and prevent future issues
Follow-up: Ensure problems are fully resolved

Feedback

We welcome feedback about your support experience:

Ticket surveys: Rate your support interaction
General feedback: Email feedback@gamelords.com
Public reviews: Share your experience online

Common Support Scenarios

New Customer Setup

Submit ticket with “New Customer Setup” as subject
Include your goals and game preferences
Our team will recommend optimal configuration
Receive step-by-step setup assistance

Server Migration

Contact us before making changes
Provide source server details
Schedule migration during low-traffic hours
Receive assistance with DNS and configuration

Performance Issues

Submit ticket with performance graphs
Include player count and usage patterns
Receive custom optimization recommendations
Follow-up monitoring and adjustments

Custom Configurations

Describe your requirements in detail
Include any existing configuration files
Receive expert configuration assistance
Testing and validation support

Remember: We’re here to help you succeed. Don’t hesitate to reach out with any questions or concerns!