24/7 Technical Support
How to get help with your GameGrid server: support tickets, knowledge base, and response times.
Support Channels
GameGrid offers support through:
1. Support Tickets: Create a ticket from the Support page for any issue. Choose a category (General / Account, Billing, Server Performance, Server Crash, Settings Help, Mod Issue, Backup / Restore, or Abuse Report).
2. Knowledge Base: Browse our collection of guides and troubleshooting articles (you are here now).
3. Search Past Answers: the Support page has a question box that searches the Knowledge Base for an answer.
4. Ask about your server: signed in as the account owner, the Support page also offers Ask about your server. Pick one of your servers, or Billing or Account, and describe the problem; you get steps based on a check of that server, the Knowledge Base and your own earlier tickets. It changes nothing on the server, and you can ask about each server once every 6 hours. If the steps do not solve it, Open a ticket starts one with the details filled in.
Response Times
You pick a priority when you open the ticket, and that choice sets the target GameGrid tracks the ticket against. These are the targets in the system, not an average of past tickets:
Urgent (complete outage, data loss risk): 1 hour.
High (server down, affecting gameplay): 4 hours.
Normal (standard issues): 24 hours.
Low (general questions, no urgency): 72 hours.
Your account can have one open Urgent ticket at a time. If you already have an open Urgent ticket and you mark another one Urgent, the new ticket opens as High instead, and the ticket page tells you so. It is not refused: support still gets it, with the High target of 4 hours. Support answers Urgent tickets first, so if it is the same problem, add to the Urgent ticket. Once that ticket is resolved or closed, you can mark a new one Urgent.
The target is how long support has to reply to you. The clock starts when you submit the ticket, and again when you write back after a support reply. It stops at support's reply, and it does not pause for nights or weekends. While the ticket is waiting on you, or once it is resolved or closed, there is no clock, so taking your time to answer never counts against support. Extra messages you add before support replies do not restart the clock. A reply that comes after the target is flagged as late in the staff queue.
How Many Tickets You Can Open
To keep the queue workable for everyone, there is a limit on how fast tickets can be opened: up to 5 tickets per person in an hour, and up to 20 tickets per account in 24 hours. Everyone on the account counts together towards the 20. If you reach a limit, the ticket form shows a message saying which one. Add what you have to a ticket that is already open, or try again later.
Screenshots and files attached to tickets have a limit too: up to 200 MB in total per account in 24 hours, counted across everyone on the account. If you reach it, describe the problem in the message and attach the file later.
There is a limit on replies too: up to 20 replies from your side to one ticket in an hour. If you reach it, the ticket page shows "Your reply was not sent" with a message saying so. Wait a little, or put the rest in one message. Replies from support are not counted.
The same limits apply when you open tickets or reply with an API key: the key counts as the person who made it, and the API's answer says in Retry-After how many seconds to wait before you can open another ticket or add another reply.
What Support Can Help With
Server configuration and optimization (settings, performance tuning).
Mod installation issues and conflict resolution.
Network and connectivity problems.
Backup and restore assistance.
Billing and subscription questions.
Game-specific questions (7 Days to Die, DayZ, Enshrouded, Minecraft, Palworld, Valheim and Windrose).
Before Contacting Support
Check the Console tab for error messages - these often identify the problem directly.
Search the Knowledge Base for your game - many common issues have step-by-step solutions.
Try restarting your server from the control panel. This resolves many transient issues.
Have your server name and any error messages ready when you create a ticket - this speeds up resolution.