Official Support Channels & Response SLAs
Azion Cloud maintains two primary support channels to ensure fast assistance:
| Support Channel | Target Response Time | Availability | Best For |
|---|---|---|---|
| Discord Community Tickets | < 15 minutes | 24/7/365 | General questions, setup help, server configuration, Geyser crossplay questions, and bot debugging. |
| Client Portal Tickets | < 1 hour | 24/7/365 | Account changes, billing reviews, refund requests, UTR manual verifications, and sensitive infrastructure inquiries. |
| Direct Email ([email protected]) | < 4 hours | 24/7/365 | Corporate partnerships, abuse reports, and legal notices. |
Gathering Essential Diagnostic Information
Providing complete diagnostic details when opening a ticket allows our engineers to resolve your issue in a single response:
1. Geyser Crossplay Diagnostic Dump
If Bedrock players cannot connect or experience Terracotta/InitialConnection-149 errors, run this command in your server console:
geyser dumpPaste the resulting link into your support ticket. It contains sanitized server bindings and build info without leaking private passwords.
2. Minecraft Server Lag & Spark Profiler
If your server is experiencing low TPS or lag spikes, install the Spark plugin and run:
spark profiler openLeave it running for 5 minutes during gameplay, then run spark profiler stop. Share the generated web link with our staff for detailed CPU, garbage collection, and entity analysis.
3. Server Crash Reports
Locate the latest file in crash-reports/ via File Manager and paste the text into your ticket or on a service like mclo.gs.
Official Hosting Policies & Terms
Refund Policy Overview
Azion Cloud strives for 100% satisfaction. New game server hosting services are eligible for refund requests within 24 to 48 hours of initial purchase if our hardware fails to meet performance specifications. Dedicated servers, domain registrations, and cryptocurrency payments are non-refundable due to unrecoverable upstream registry and blockchain transaction costs.
Acceptable Use Policy (AUP)
To protect our network integrity and guarantee 99.9% uptime for all clients:
- Prohibited Activities: Cryptomining, outbound DDoS attacks, IP spoofing, port scanning, network stress testing, hosting malware or phishing sites, and storing unlicensed copyrighted media.
- Zero Tolerance: Servers found launching attacks will be immediately terminated with no refund to protect other customers on the node.
Need Direct Help from Our Leadership?
Join our verified Discord community or open a priority ticket in your client dashboard. Our senior systems engineers are always ready to assist.