Help from our staff
Where to send a bug or an idea, what our staff can see when they help you, and how credits from staff show up.
DraftThis page is a first draft and may change.
A small team runs Server Host. This page says how to tell us about a problem or an idea, what we can see when we help you, and what we write down every time.
Send a bug or an idea
Use the feedback form in the panel. Ideas and bug reports says what it sends, what we see and what happens next. In short: requests that ask for the same thing are grouped, our team reads every group, and only an admin marks something as planned. Nothing gets built just because many people asked; the person who runs Server Host decides what we build.
What our staff can see
Staff have one of three roles, and each sees only what that job needs.
| Role | What they do | What they can see |
|---|---|---|
| Support | Help owners with problems | Your account and servers, reports, errors. Your email shows partly hidden, like j***@g****.com. No billing. |
| Moderator | Keep the hub and the server list safe | Servers, reports and abuse flags. Not your account details or billing. |
| Admin | Run the host | Everything, including billing. |
Staff accounts must use two-factor sign-in.
When staff look at your panel
To help you, support or an admin can open a read-only view of your panel: your servers, their status, your connected AI apps and your recent activity. They can't change anything from that view, and support never sees your credits there.
Every time staff open that view, we write down who looked, when, and why, every page they read in it, and when it closes. The view closes by itself after 2 hours. It never shows your signed-in devices, your data export, your SFTP login or the contents of your files, and support can't open the panel of another staff member.
Credits from staff
Sometimes we give credits, for example after an outage or as a prize. They show up in your credits history as a Grant, with the reason, the same as every other entry. See Credits and plans. A support helper can give up to 1,000 credits a day. When an admin's grants would pass 1,000 credits in a day, or one account would get more than that in a day, a second admin has to agree. Nobody on staff can give credits to their own account.
Everything is written down
Every staff action goes in our audit log: views of your panel, credit grants, warnings, hub mutes and bans, plugin decisions. Those records can't be edited or deleted. Nothing bans anyone automatically; a person makes every decision. See Rules and reports.