Tickets
Use tickets for billing, renewals, cancellations, refunds, account access, service issues and anything that needs private information.
Open ticketSupport
Get help through tickets, Discord, or the client area.
Support should help customers solve real issues: billing, panel access, Minecraft configuration, Discord bot startup commands, crashes, files, locations and service status.
Discord
Add your Discord invite link here when you are ready. Discord is useful for quick public questions, announcements, community updates and general guidance, but private billing or account problems should still go through tickets.
Discord invite coming soonStatus
Use the status page for node incidents, maintenance windows, USA/Europe location updates and HetrixTools public monitor links.
Open status pageClient area
Use the client area to manage invoices, services, renewals, order pages and direct plan upgrades.
Open client areaSupport scope
What support can normally help with.
Hosting support can normally help with service access, basic panel usage, server startup problems, suspicious downtime, billing questions, upgrades, cancellations, plan resources and infrastructure-side problems. For Minecraft, support can help point customers toward console errors, plugin folders, modpack upload steps, backups and common configuration checks. For Discord bots, support can help with startup commands, process restarts, logs and hosting configuration.
Some problems come from third-party software or customer code. Broken plugins, incompatible mods, invalid bot tokens, missing Discord intents, private bot code errors or plugin-specific bugs may need help from the plugin, modpack or bot developer. The support page should set expectations clearly so customers know what information to send and where each type of issue belongs.