Service Level and Support Policy

Version: 1.0

Effective date: 24 July 2026

Last updated: 24 July 2026

This policy forms part of the Terms of Service. It describes standard support and service expectations. It is not a guaranteed service level agreement.

1. Scope

Standard support covers reasonable help with hionet account access, billing, initial provisioning, hionet-managed game-panel or bot-hosting platform faults, network reachability and features stated in the purchased product. The management level depends on the product description.

Unless expressly included, support does not cover:

  • administration, debugging or repair of customer-managed game configurations, mods, plugins, worlds, bot code, databases or third-party software;

  • data recovery or restoration, because customer-content backups are not included;

  • development, migration, optimisation, security remediation or training;

  • third-party services outside our control; or

  • work made necessary by unauthorised access, unsupported software or customer changes.

We may offer out-of-scope assistance for a quoted fee. Advice does not transfer responsibility for customer-managed systems.

2. Contact channels and hours

  • Standard support: https://hionet.com/tickets

  • Billing and cancellation: [email protected]

  • General, privacy, security or abuse contact: [email protected]

  • Telephone: not a support channel

  • Standard staffed hours: Monday to Friday, 09:00–17:00 UK time, excluding public holidays in England and Wales

  • Emergency support outside staffed hours: none under standard Services

Do not send passwords, Discord bot tokens, private keys, full payment-card data or unnecessary sensitive personal data in a ticket. We may verify account authority before making changes. Administrators may technically access customer files and configuration, including bot tokens, but may do so only with customer permission for support or where reasonably necessary for a security or abuse investigation.

3. Priorities and response targets

The following are non-binding targets, not guarantees. Time runs during the staffed hours above.

Priority

Example

Initial response target

Update target

Critical

Widespread hionet platform outage or confirmed active compromise affecting multiple customers

2 staffed hours

Every 4 staffed hours while material impact continues

High

Purchased game server or Discord bot hosting Service inaccessible with no reasonable workaround

8 staffed hours

Every UK business day while unresolved

Normal

Degraded feature, configuration or technical question

2 UK business days

When material progress or a changed estimate is available

Low

Billing query, information request or cosmetic issue

3 UK business days

As reasonably necessary

Priority is assigned by hionet based on actual impact and may be adjusted. An initial response is acknowledgment and triage, not resolution. Resolution depends on cause, customer cooperation, suppliers and technical complexity. Duplicate tickets may delay handling.

4. Customer cooperation

Provide the affected Service, start time, symptoms, error text, source IP where relevant, recent changes and safe reproduction steps. Maintain an authorised contact and respond to diagnostic requests. A target may be paused while we await necessary customer information or access.

You must maintain independent, tested backups. hionet does not provide customer-content backups. Support cannot recover content that is unavailable to us.

5. Availability, maintenance and provisioning

Services are manually configured. Setup normally takes about one hour after cleared payment and required checks, but may take up to 12 hours. This is an estimate, not a guarantee.

We monitor and maintain systems using reasonable care and skill. Planned, emergency and supplier maintenance may affect availability. We try to announce planned material maintenance and minimise disruption; urgent security or stability work may occur without advance notice.

There is no guaranteed uptime percentage and no automatic service credit under standard Services. Availability can be affected by customer configuration, attacks, internet routing, upstream suppliers, game publishers, Discord, force-majeure events and maintenance. Any bespoke SLA must be in a signed agreement identifying measurement points, exclusions, reporting, service credits and claim deadlines.

6. Incidents and status

During a material incident we prioritise containment, service restoration and data protection. Updates may be limited until facts are verified. A post-incident summary may be provided where proportionate, but we may withhold information that would expose security controls, personal data, another customer's information or privileged advice.

Security incidents involving personal data are handled under the Privacy Notice and, for processor data, the Data Processing Addendum.

7. Escalation and complaints

Ask in the existing ticket for escalation and explain the unresolved impact. Billing, conduct or service complaints may be raised under the Complaints Policy. An escalation does not guarantee a requested technical outcome or refund.