Contact
Real engineers, no scripts
Every channel goes to the same team
get in touch

We stand by what we ship.

Four ways to reach us — Discord, email, Freshdesk tickets, and in-dashboard live chat. Every channel routes to the same engineering team. Pick the one that fits your question; we'll meet you wherever you are.

Engineer-answeredno tiered escalation
US-basedsame timezone as our hardware
SLA tiers availablefrom best-effort to 2-hour tickets
Community on Discordfastest for general questions
four channels

Reach us however's easiest.

Each channel has a sweet spot but none of them are wrong — if you pick the "wrong" one, we'll redirect with the right next step.

Discord

discord.gg/ezzDvj4

Community hub. Fast for general questions, feature requests, and chatting with other Revelation hosts.

Best for: sizing questions, "is X possible", community feedback

Email

support@revelationgaming.net

Best for long-form questions, onboarding conversations, or anything you'd rather not post publicly.

Best for: sales conversations, private follow-ups, escalations

Ticketing

revelationgaming.freshdesk.com

Tracked, escalatable support requests. Always the right choice for billing issues or active server incidents.

Best for: billing, incidents, SLA-backed asks

Dashboard chat

Live chat, any page

The fastest way to get a human when you're actively working in the dashboard. FreshChat, in-product.

Best for: mid-configuration questions, immediate help
which one when

A quick guide.

If you're not sure which channel fits, these are the patterns we see most.

Pre-sales / sizing

"Which tier for 40 Minecraft players?"

Discord or email. Engineers can scope a server with you in minutes without a ticket.

Channel: Discord or email
Mid-setup question

"How do I install this plugin?"

Dashboard chat. You're already logged in; live chat is the lowest-friction path to an engineer.

Channel: in-dashboard chat
Server incident

"My server is down right now"

File a ticket. Incidents get ticket-tracked for SLA timing and post-incident follow-up; live chat is fine too but tickets are the record.

Channel: ticket (+ chat)
Billing / contracts

"Can I pay by invoice?"

Email or ticket. Both keep a written record; email is preferred for commercial conversations, tickets for refund or billing corrections.

Channel: email or ticket
support hours & SLAs

What you can expect.

Response times depend on the channel and your Support Plan. Our upgraded plans trade money for guaranteed windows; Basic is best-effort but still a human.

DiscordBusiness hours, best-effort
Dashboard chatBusiness hours, best-effort
EmailSame / next business day
Ticket (Basic)Best-effort, queue priority
Ticket (Standard)24h SLA, priority queue
Ticket (Premium)2h SLA, engineer on-call
LocationUS-based
EmergenciesTicket + Discord ping
questions

Before you reach out.

Is support actually included for free-tier customers?
Yes. Every customer — free or paid — has access to Discord, email, tickets, and in-dashboard chat. Basic Support (the default) doesn't guarantee a response window, but you're always talking to a real engineer when we get to you.
How do I reach you outside business hours?
File a ticket with "emergency" in the subject and ping in Discord. For paid Premium Support plans, there's a direct on-call path; for everyone else, emergencies are triaged asap on a best-effort basis.
Do you have phone support?
Scheduled calls yes, cold-call hotline no. For Dedicated Server onboarding and Premium Support customers we'll book a voice call on Discord or Google Meet. Everyone else: written channels first, calls on request.
What's the best channel for a feature request?
Discord. Feature requests in public let the rest of the community chime in ("we want this too"), which helps us prioritize. Private email works too if it's sensitive.

Not sure which to pick?

Email works for anything. If we need to escalate, we'll route you to tickets or jump on Discord.

Email us → Join Discord