Question 1

What is Galaxy Nexus?

Accepted Answer

Galaxy Nexus is an Australian-owned hosting provider based in Brisbane, Queensland. We offer game server hosting, Discord bot hosting, cloud VPS, and dedicated server solutions with a focus on performance and affordability.

Question 2

Where are your servers located?

Accepted Answer

We have server locations in Dallas, USA and Brisbane, Australia. Both locations feature enterprise-grade hardware with NVMe storage, DDoS protection, and high-speed networking.

Question 3

What's your uptime guarantee?

Accepted Answer

We guarantee 99.9% uptime for all hosted services. You can check real-time status at our status page at galaxynexus.au/status.

Question 4

Do you offer refunds?

Accepted Answer

Yes, we offer a 72-hour money-back guarantee for first-time customers. See our refund policy at galaxynexus.au/legal/refunds for full details.

Question 5

Can I cancel anytime?

Accepted Answer

Absolutely. There are no long-term contracts. You can cancel from your billing portal at any time in line with our Terms of Service.

Question 6

How quickly can I deploy my server?

Accepted Answer

Your server will be ready in under 5 minutes after payment is processed. Most deployments complete in under 2 minutes.

Question 7

What games do you support?

Accepted Answer

We support a wide range of games including Minecraft (Java & Bedrock), Rust, ARK: Survival Evolved, FiveM, Counter-Strike 2, Palworld, Valheim, and many more. If a game isn't listed, contact us and we'll look into adding support.

Question 8

Do you offer mod support?

Accepted Answer

Yes, most game servers support mods. For Minecraft, we support Forge, Fabric, Spigot, Paper, and more. You can install and manage mods directly from your control panel.

Question 9

Can I upgrade or downgrade my server?

Accepted Answer

Yes, you can scale your resources up or down at any time from your control panel. Changes take effect within minutes and billing is adjusted accordingly.

Question 10

Do you offer free migrations from other hosts?

Accepted Answer

Yes, we'll migrate your existing server from any provider completely free of charge. Just reach out to our support team and we'll handle the entire process for you.

Question 11

What kind of DDoS protection do you provide?

Accepted Answer

All game servers include enterprise-grade DDoS protection at no extra cost. Our network can mitigate volumetric and application-layer attacks to keep your server online.

Question 12

What payment methods do you accept?

Accepted Answer

We accept Stripe and PayPal for secure, convenient payments. Stripe supports all major credit and debit cards including Visa, Mastercard, and American Express.

Question 13

How does billing work?

Accepted Answer

Services are billed on a monthly or quarterly cycle depending on your chosen plan. You'll receive an invoice before each renewal, and payment is processed automatically if you have a payment method on file.

Question 14

Can I change my billing cycle?

Accepted Answer

Yes, you can switch between monthly, quarterly, and annual billing cycles from your billing portal. Longer billing cycles often come with discounts.

Question 15

What happens if my payment fails?

Accepted Answer

If a payment fails, you'll receive a notification email with instructions to update your payment method. We provide a 7-day grace period before any service suspension.

Question 16

How do I contact support?

Accepted Answer

Our support team is available 24/7 via Discord, email, and our billing portal. Join our Discord community at discord.gg/galaxynexus for the fastest response times.

Question 17

What are your support response times?

Accepted Answer

We aim to respond to all support tickets within 2 hours during business hours (AEST). Discord support typically receives a response within 30 minutes during active hours.

Question 18

Do you have a knowledge base?

Accepted Answer

Yes, our documentation site at galaxynexus.au/docs covers setup guides, tutorials, and troubleshooting steps for all our services.

Question 19

Can I request a feature?

Accepted Answer

We love hearing from our customers. You can submit feature requests through our Discord server or by opening a support ticket. We regularly review and implement community suggestions.

Question 20

What hardware do you use?

Accepted Answer

Our servers run on high-performance hardware with AMD EPYC/Ryzen processors or Intel Xeon or Xeon Scalable processors, NVMe SSD storage or HDD with SSD Caching, and ECC DDR5 RAM or ECC DDR4 RAM. All nodes are connected with at least 1 Gbps networking.

Question 21

Do you provide root or FTP access?

Accepted Answer

Yes, depending on your service type. Game servers come with full file access via our control panel or SFTP. VPS and dedicated servers include full root access.

Question 22

Can I use a custom domain or subdomain?

Accepted Answer

Yes, you can point your own domain to our services. We also provide free subdomains on request for game servers and other services.

Question 23

Do you offer automatic backups?

Accepted Answer

Yes, we perform automatic daily backups for all game servers. You can also create manual backups at any time from your control panel. Additional backup slots are available on higher-tier plans.

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