Frequently asked questions.

Services are provisioned automatically once payment clears, with no manual setup step. A web account is usually ready within minutes. Game and bot servers also install their software, which takes a few minutes depending on the game. Access details appear in your dashboard.

Our first region is Salt Lake City, Utah, and everything is hosted in the United States. Its hardware is still being deployed, so it is shown as planned on the Locations page. Chicago, New York, Los Angeles are planned later and are labelled Coming soon until they are live.

Game servers are planned for AMD Ryzen 9 7950X processors with DDR5 memory and NVMe storage. Web and bot hosting run on a separate AMD Ryzen 7 5700G server with 64 GB of memory and NVMe storage, so one workload cannot starve another. We publish each node as Planned until it is deployed, and add exact specifications when it goes live. See the Hardware page.

We will not claim DDoS protection until our network provider has confirmed in writing exactly what is included. When it has, the Network page will say precisely what is covered. Until then, nothing here promises it.

Yes, where the game supports them. You can upload files in the browser file manager or over SFTP. Hartwell Minecraft servers run Java Edition on Paper, so they support Bukkit and Spigot plugins. Forge, Fabric and Bedrock are not offered at the moment. Each game page lists what its server supports.

Yes, from your dashboard. Hartwell checks that the extra capacity exists before anything is billed, so you are never charged for an upgrade that cannot be applied. Downgrades are only allowed when your data fits the smaller plan, and nothing is deleted to make it fit.

Game servers include backup slots, 2 to 4 depending on the plan, and backups are stored away from the node the server runs on. You can restore from your dashboard after confirming. Web hosting includes daily backups. Bot Cloud pools keep their own backups under the same off-node rule.

Hartwell checks available capacity before checkout. If a region cannot take your order, you are not charged: you can join the waitlist for that plan and region, and you are emailed when room opens. You can also join the interest list to hear about new products and locations.

Cards, paid through our billing system. Other methods may be added later and will be listed here when they exist. Applicable taxes are calculated at checkout.

You can cancel from your dashboard. A cancelled service, or one with an unpaid invoice past its grace period, is suspended and its data is kept for 7 days. Paying within that time restores it. After that the service and its data are permanently deleted, and we email you before it happens. This is the intended policy and is subject to the final Terms of Service.

Open a ticket from your client area. Tickets reach the people who run the platform, with diagnostics attached when you start from our support flow. A community Discord is opening alongside the platform. Hartwell staff will never ask for your passwords, bot tokens or card numbers.