Scope of Support & Service Boundaries

Last Updated: January 15, 2026 • Governing: Virtual Private Servers (VPS), Dedicated Bare-Metal & Cloud Infrastructure

1. Definition of Unmanaged Hosting Services

All Virtual Private Servers (VPS), Dedicated Bare-Metal Servers, and Cloud Compute instances provisioned by Altivora Hosting are sold as Unmanaged (Self-Managed) infrastructure services unless a customer has contracted an explicit Enterprise Managed Services add-on.

Unmanaged hosting gives customers total administrative control, root access, and operational independence. Consequently, the customer maintains 100% legal, technical, and operational responsibility for the installation, maintenance, configuration, security hardening, backup scheduling, and troubleshooting of all operating systems, software daemons, game servers, and applications.

Clear Demarcation Line:

Altivora is responsible for the physical host node hardware, virtualization hypervisor availability, datacenter power, and core border network routing. The customer is responsible for everything operating inside the operating system and software layer above the hypervisor.

2. Service Boundary Matrix: Included vs. Excluded

To avoid misunderstandings, the following matrix defines what technical tasks Altivora covers under standard support versus what falls strictly under client administration:

Included in Standard Support

Hardware Replacement: Prompt replacement of failing physical CPUs, ECC RAM, NVMe/SSD storage drives, and PSUs.
Datacenter Network & Power: Maintaining 99.9% uptime across upstream BGP transit, core switches, and UPS backup feeds.
Virtualization Hypervisor: KVM host node kernel stability, hypervisor provisioning, and IPMI/KVM-over-IP console access.
Automated OS Provisioning: Initial baseline deployment of selected standard operating systems (Ubuntu, Debian, AlmaLinux, Windows Server).
Reverse DNS (PTR) & IP Allocation: Subnet routing, PTR record configuration, and initial network gateway assignment.
Edge DDoS Mitigation: Filtering volumetric layer 3/4 flood attacks directed at assigned public IP addresses.

Excluded (Client Responsibility)

Game Servers & Proxy Daemons: Installing, configuring, or debugging Minecraft (Velocity, BungeeCord, Paper, Spigot), FiveM, Rust, or ARK servers.
Third-Party Reverse Proxies & WAFs: Configuring Cloudflare Spectrum, TCPShield, Cloudflare Tunnel, or external CDN routing rules.
Proxy Protocol Mismatches: Debugging HAProxy / Proxy Protocol v1/v2 mismatches causing client disconnections or resets.
Game Plugins & Mods: Resolving plugin conflicts, Java heap memory leaks, corrupted world chunks, or Modpack crashes.
Custom Software & Databases: Debugging Nginx, Apache, MySQL, MariaDB, Docker containers, or web application code.
Firewall & SSH Lockouts: Fixing misconfigured local iptables, nftables, or UFW rules blocking client connections.

3. Courtesy Diagnostic Advice Disclaimer

From time to time, Altivora technical support agents or Discord community moderators may provide advice, guidance, or diagnostic insights regarding client software, game server configurations, or proxy settings.

Legal Notice: Any technical recommendations, script samples, or configuration suggestions offered by Altivora personnel regarding unmanaged client software are provided strictly as a courtesy and "as is", without any warranty, guarantee of efficacy, or assumption of liability. The provision of courtesy advice does not alter the unmanaged classification of the service, nor does it establish grounds for billing credits, downtime compensation, or refunds.

4. Support Channels & Priority Response Standards

Support requests must be submitted through our authenticated billing portal to verify account ownership. We maintain the following target response windows:

Priority Level	Incident Classification	Target Response Time	Availability
Critical / Emergency	Host node down, complete datacenter routing loss, hardware failure	< 15 – 30 Minutes	24/7/365 On-Call DC Ops
High Priority	IP routing anomalies, severe packet degradation, IPMI console failure	< 1 – 2 Hours	24/7/365
Normal / Standard	Billing questions, OS template rebuilds, PTR records, upgrade quotes	< 2 – 6 Hours	Business Hours
Low / General	General inquiries, feedback, pre-sales architectural questions	< 12 – 24 Hours	Business Hours

Official Channels: To ensure ticket tracking, SLA adherence, and data security, all technical support must be requested via Client Support Tickets. Discord communications are intended for informal community interaction and do not constitute formal SLA-tracked tickets.

5. AI / Super Intelligence (SI) Operations & Human Engineering Boundaries

To deliver 24/7 instantaneous triage, continuous edge monitoring, and sub-second log diagnostic capabilities, Altivora operates a structured hybrid tier separating real-time automated intelligence from manual human datacenter engineering:

5.1 Discord Community Channels & Instant Chats: Managed by AI / SI Automation

All community Discord tickets, public support channels, and real-time chat interfaces are actively powered and handled by Automated Artificial Intelligence (AI) & Super Intelligence (SI) Systems (such as Altivora Sentinel). Our automated systems are directly integrated with network telemetry APIs, BGP peering health monitors, Cloudflare Spectrum edge status, and server port probes to provide real-time diagnostic analysis, edge configuration adjustments, and immediate knowledge-base resolutions.

Staff engineers do not routinely conduct manual troubleshooting or personal conversations via private Discord user accounts. Discord is designated as an automated, community-level triage tier.

5.2 Dedicated Scope of Human Engineering Support (Physical & Manual Datacenter Operations)

Direct human engineering intervention is reserved strictly for physical, infrastructure-level, and manual datacenter operations that cannot be executed programmatically or through self-service control panels:

Physical Hardware Replacement: Swapping failed enterprise ECC RAM modules, NVMe/SATA enterprise SSDs, motherboards, CPUs, and power supply units (PSUs).
Datacenter Hands-On Interventions: Physical rack maintenance, fiber cross-connect verification, IPMI/KVM-over-IP board resets, and out-of-band power cycle overrides.
Upstream Transit & IP Routing: Border BGP peer routing adjustments, dedicated IP subnet allocations, and authoritative PTR (Reverse DNS) records.
Corporate Accounting & Auditing: Formal enterprise billing investigations, wire transfer verifications, and compliance DSAR execution.

Human engineers do not log into customer servers to manage in-game server daemons (Minecraft Velocity/Paper/BungeeCord, FiveM), configure third-party game panels (Pterodactyl, Multicraft), debug client plugins, or adjust internal firewall rules.

5.3 Mandatory Authenticated Web Portal for Human Support Escalations

For any request requiring human verification, manual physical datacenter intervention, or formal billing escalation, customers must submit a support ticket via our authenticated Web Portal at Client Dashboard Tickets.

The web ticketing system provides legally binding cryptographic user authentication, immutable audit logging, and direct on-call paging to datacenter technicians. Informal messages or Discord requests cannot be used to dispatch datacenter technicians or file formal infrastructure claims.

5.4 Pre-Sales & Custom Consultation Handling (Hybrid AI & Human)

Prospective clients and existing customers inquiring about server specifications, custom enterprise deployments, hardware upgrades, or multi-gigabit BGP transit quotes may be assisted by both instant AI sales advisors and human enterprise account specialists across both our website live chat and our sales email desk.

6. Professional Conduct & Abuse Protection

Altivora maintains a zero-tolerance policy regarding harassment, profanity, abusive threats, or discriminatory language directed at support technicians, automated systems, engineers, or moderators. Clients who engage in hostile behavior in tickets or community servers risk immediate ticket closure, suspension of support privileges, or complete service termination without refund.

For questions or assistance regarding our scope of support, contact our desk at [email protected].