Service Quality & Support FAQ

Service Questions

  1. What kind of Performance and Quality can I expect hosting a Minecraft server with Sticky Piston?
  2. Does Sticky Piston have an uptime guarantee?
  3. Is there a bandwidth cap?
  4. Where are your servers located?
  5. How secure are your servers?
  6. What happens if my Minecraft server goes down?

Support Questions

  1. What basic level of support do you offer?
  2. How do I contact support?
  3. What kind of protections will my server have against corruption or loss?
  4. How do I submit a suggestion, request or complaint?
  5. How can I download a world backup?
  6. Where are you based?

Service Answers

Does Sticky Piston have an uptime guarantee?

We offer a 99% uptime guarantee.

Is there a bandwidth cap?

We do not cap bandwidth, our servers have more than enough bandwidth available for all our customers.

Where are your servers located?

Our servers are located in France, UK, USA, and Canada with good connection to the Europe and the rest of the world.

How secure are your servers?

We take security and stability seriously. Our servers use the Centos & Ubuntu Operating Systems, which are kept up to date latest packages and security detection methods.
We are also PCI DSS compliant, where we have had to go trhough rigerous tests to make sure our servers are secure.

What happens if my Minecraft server goes down?

If the server was to go down we have automated checks which would restart it immediatley, the longest your server would be down is 2 minutes.
If your server does not restart just email our support team and we will check why it is not restarting and start the server for you.

Support Answers

 

What basic level of support do you offer?

We offer email support through our support system in the Client Area. Between 12pm and 2am GMT we answer support tickets as soon as they are submitted, outside these hours we will answer urgent request such server problems, you will get a reply to other support questions (general help like adding plugins) the following morning.

How do I contact support?

You can contact support by submitting a support ticket in the Client Area

What kind of protections will my server have against corruption or loss?

We make full daily automatic backups of your world to an external backup server.
Also you are also able to make backups yourself using the Multicraft control panel.

How do I submit a suggestion, request or complaint?

You can provide feedback, submit bug reports and request support by submitting a support ticket.

How can I download a world backup?

You can download a world backup using FTP. Connection details can be found in the Backup area of the Server Control Panel or you can use the FTP web client in Multicraft in the Files area.

Where are you based?

Our office is based in Bradford in the United Kingdom. You can write to us at: StickyPiston Hosting, Park Lane Centre, Park Lane, Bradford, BD5 0LN UK

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