Assistance & Guidelines
Support Policy
Last Updated: October 2026
This Support Policy outlines the scope, official channels, response expectations, and service tiers provided by Sparky Host, operated by Rudra Kapoor (Ludhiana, Punjab, India).
Our support team is active 24/7, with typical response times within 30 minutes on our primary channels.
Official Support Channels
For fastest assistance, we recommend reaching out via our direct community and ticketing channels:
Scope of Support: Free vs. Paid Services
✔ Free Server-Side Support (Included)
- Hardware & Network: Node uptime, network routing, DDoS scrubbing, and low-latency stability.
- Control Panel: Pterodactyl panel accessibility, credential resets, and server power controls.
- Free Migrations: Complimentary server migration from your previous host (Minecraft worlds, bot files, databases) with zero data loss.
- Billing & Invoices: Payment confirmation, invoice queries, and plan adjustments.
⚡ Custom Coding & Development (Additional Cost)
Bespoke software development is available through our engineering team at an additional custom fee:
- Custom Minecraft server configuration, permissions setup, and custom plugins.
- Custom bot development (Node.js/Python) or debugging client source code.
- Custom website development, frontend styling, or database coding.
Response Time Commitments
Our typical response time is within 30 minutes for tickets opened on our official Discord or direct messages on Instagram.
Critical infrastructure or network incidents are escalated immediately to tier-3 on-call systems engineers. Email tickets are addressed in the order received, typically within 1 to 4 hours.
Customer Responsibilities
To ensure quick diagnosis and issue resolution, we request customers to:
- ✔ Provide your server identifier, panel console crash logs, and steps to reproduce the issue.
- ✔ Maintain regular offline backups of your world files and mission-critical data.
- ✔ Maintain respectful, professional communication with our team members.