How to Request Support (GlassHosting)

GlassHosting provides 24/7 technical support for all hosting services. To ensure the fastest and most accurate response, please follow the guidelines below when requesting assistance.

1. Support Channels

You may contact our support team using any of the following methods:

✔ Client Area – Support Tickets (Recommended)

This is the fastest and most reliable way to receive help.
Submit your request at:
Client Area → Support → Open Ticket

✔ Email Support

If enabled for your account, you may email:
???? support@glasshosting.com

✔ Emergency Outage Hotline

Available only for Dedicated Server clients.
Use this for:

• Complete server outages

• Critical hardware failure

• Immediate on-site intervention requests
  (Not for general questions or billing issues.)

2. What to Include in Your Support Request

Providing complete information helps our team resolve your issue more quickly. Please include:

Required Information:

• Service ID (found in the Client Area)

• Server or Node Name (if applicable)

• A detailed description of the issue

Helpful Attachments:

• Logs (server logs, crash logs, error messages)

• Screenshots or console output

• Steps to reproduce the problem

The more detail you provide, the faster we can identify and fix the issue.

3. Response Times

Our typical response time is:

• General Support: Under 30 minutes

• Complex Technical Issues: Up to several hours

• Emergency Hotline: Immediate (dedicated server clients only)

Ticket “bumping” (sending repeated replies) may delay your response, as it resets your position in the queue.

4. Support Scope

GlassHosting Support assists with:

• Server outages and network issues

• Game panel access problems

• Basic configuration guidance

• Node-related issues (hardware, virtualization)

• Billing and account questions

For advanced or custom configurations, an Advanced Support Add-on may be required.

5. Abuse & Conduct Policy

Support staff may restrict or deny assistance if a customer is:

• Abusive, threatening, or using hostile language

• Misusing or spamming the ticket system

• Attempting to obtain support for illicit or prohibited activities

GlassHosting enforces a zero-tolerance policy for harassment or verbal abuse.

6. Emergency Situations

Use the Emergency Outage Hotline (Dedicated Servers Only) for:

• Full hardware failure

• Total network loss

• Catastrophic performance issues

• RAID/Drive failure alarms

• Remote hands required immediately

Not for:

• Plugin help

• Billing questions

• General support inquiries