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Response times and the status page

When you can expect an answer, what the status page shows, and what to do when everything is down.

1 min readUpdated 2026-09-14Diese Anleitung auf Deutsch lesen →

We are a small team and we do not run a 24/7 call center. What you can expect:

  • Kowalski (panel assistant): instant, any time.
  • Tickets: usually within a few hours during the day (European time), longer at night and on Sundays. Billing questions are answered by the same people, in the same window.
  • Outages: we see them before you write; a ticket still helps if only your server is affected.

The status page

penguhost.com/#status shows the state of the panel, the network and the game nodes, updated automatically. Green = fine; if it is red and your server is unreachable, we are already on it.

Everything down?

  1. Check the status page.
  2. Check whether it is just your connection (phone hotspot test).
  3. If the status page is green and your server is unreachable: ticket with the server name and the exact time.

Servers keep running while the website or panel is unavailable, because the game server does not depend on either.