Assistance & Guidelines
Support Policy
Last Updated: February 24, 2026
This Support Policy defines the scope, limitations, and conditions of technical assistance provided by Sparky Host. This Policy forms part of the Terms of Service.
By using Sparky Host services, customers agree to the terms outlined below.
Support Channels
Sparky Host provides customer support exclusively through our official gateway:
Support requests submitted through other platforms will not be acknowledged.
Scope of Support
Support is provided on a commercially reasonable best-effort basis for issues including:
- Infrastructure or node-related problems
- Service availability concerns
- Network-related incidents
- Control panel or provisioning issues
Excluded Support Activities
Our support does not cover:
- Custom software configuration
- Third-party plugins/mods
- Application-level troubleshooting
- Coding or development
- User misconfigurations
- Non-system related issues
Response Time Expectations
Support response times are not guaranteed. Speed varies based on complexity, queue volume, severity, and operational priorities. We do not provide guaranteed resolution timelines.
Customer Responsibilities
To receive effective support, customers must:
- ✔ Provide accurate and complete information
- ✔ Cooperate with troubleshooting requests
- ✔ Maintain professional communication
Support Limitations
Sparky Host reserves the right to prioritize critical incidents, decline unreasonable requests, or restrict support for policy violations. Support is provided at our sole discretion.
Abuse of Support Services
Spam, repeated unnecessary requests, or hostile behavior may result in delayed responses, support restrictions, or account actions.
Third-Party Software & Services
Sparky Host is not responsible for issues caused by third-party software or integrations. Customers are responsible for compatibility and maintenance of external tools.
Service Interruptions & Support
Submitting a support request does not guarantee compensation, credits, or refunds. Remedies are governed by our TOS and SLA.
Policy Modifications
Sparky Host reserves the right to modify this Policy at any time. Continued use of services constitutes acceptance.