Support
Understanding what LBC support covers and your responsibilities.
LBC provides support for our hosting platform and infrastructure.
What We Support
Our support team helps with platform issues (panel, dashboard, store), infrastructure problems (availability, network, hardware), billing questions, and account issues. Our infrastructure is monitored 24/7.
What We Don't Support
Third-Party Applications
Everything you run inside your application is considered third-party software. We do not own, control, or provide support for these applications.
For game servers, this includes game configuration, plugins, mods, and in-game issues. For websites, this includes your code, frameworks, and database optimization. For bots, this includes bot code, API integrations, and programming errors.
We provide the hosting environment: the server, network, and management tools. But we cannot debug code we didn't write, know every application's specifics, or troubleshoot plugin conflicts.
For third-party issues, check the application's official documentation, search community forums, or contact the application's developers.
Our Responsibilities
We handle server uptime, network connectivity, hardware maintenance, panel functionality, DDoS protection, the backup system, and billing accuracy.
You handle application configuration, plugins/mods/extensions, application-specific issues, third-party software bugs, your application's security, and using resources responsibly.
Support Tiers
| Tier | Price | What you get |
|---|---|---|
| Standard | Free | Tickets answered in 24 to 48h, weekdays only, 10:00 to 18:00 Europe/Paris |
| Priority | 25€ / server / month | Tickets answered in under 4h on weekdays, under 8h on weekends (Medium priority or above only). Same 10:00 to 18:00 window, now including weekends |
| Enterprise | Coming later | Custom B2B contracts for larger clients. Coming later |
Standard is included with every application. Priority can be enabled per server from your dashboard. Enterprise is a custom B2B contract offering that will be available later.
One-off hands-on work such as migrations, mod or plugin troubleshooting, initial setup, and performance tuning is handled through a fixed-price quote on a ticket. You approve it, we do the work. This is quoted per ticket and is not a subscription tier.
Helping Our Support Team
The faster we can reproduce and understand your issue, the faster we can fix it. When opening a ticket, please include as much information as possible.
Also provide your Server UUID to the staff team. You can find it on your server dashboard page.
Avoid vague reports like "it doesn't work." One ticket per issue keeps things tidy. Open separate tickets for unrelated problems.
Please Stay Civil
Our support team are real people doing their best to help. Aggressive, insulting, or threatening messages will not get your ticket resolved faster, and they may get it closed.
Getting Help
For platform issues, contact support through tickets in the panel, our Discord server, or email.
While we can't fix third-party issues, we can verify our infrastructure is working correctly. If you suspect a platform problem, open a ticket and we'll investigate.