Getting Help & Support
Talk directly to the engineers building sfact.io. No tiers, no scripts—just real people who can actually fix things.
We take a fundamentally different approach to customer support. When you contact us, you're not talking to a traditional support team—you're talking directly to the engineers who are building sfact.io.
The People Who Built It
You're talking to the actual developers who wrote the code and designed the systems
Real-Time Solutions
We can diagnose issues quickly, implement fixes when needed, and gather feedback directly
Can Actually Fix Things
No escalation needed—we have direct access to all systems and can make changes immediately
We use a single, hybrid support channel that functions like a cross between live chat and a ticketing system — similar to how teams use Slack or Discord for ongoing conversations.
During Business Hours
When we're actively working on sfact.io, we respond in real-time like a live chat
Outside Business Hours
Leave a message and we'll respond when we're back online
We believe in fair billing and take full responsibility for our service. We offer full refunds for any downtime or issues.
Platform & Infrastructure Issues
- Service outages or platform downtime
- Server hardware failures
- Infrastructure problems we caused
Billing & Service Issues
- Billing system errors
- Game Save startup failures
- Any issue caused by us
Check our documentation first — you might find a quick answer.
Getting Started
Performance Issues
Spot Discount
Since we have direct access to all systems, we can often diagnose issues quickly. But this information helps us help you faster:
Always Helpful:
- • Your Game Save ID
- • When the issue occurred
- • What you were trying to do
- • Any error messages
For Performance Issues:
- • Screenshots of your dashboard metrics
- • Current instance type you're using
- • Description of the lag/issues
- • Your Satisfactory game phase (Tier 1-8)
Remember, you're not just getting support — you're talking directly to the people building sfact.io. We want to hear from you!
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