I am writing this to provide a transparent account of my experience with HidenCloud to help other users make an informed decision. We contracted a semi-annual plan (billed at approximately €72+ every 6 months) for a server with 5 CPU cores and 8GB of RAM. Despite paying a premium price for these resources, the service has been consistently unstable since day one.
Technical Issues & Stability:
Our server suffered from frequent random crashes, restarts, and data rollbacks. We conducted our own testing by moving the exact same modpack and configurations to a different hosting provider, where it ran perfectly without a single crash. This confirms the issue was rooted in HidenCloud’s infrastructure or internal configurations, not our files.
Support Experience:
Initially, our interactions with support were polite. However, we encountered several roadblocks:
Automated Deflection: Every time we sought help, we were redirected to an AI bot that, at the time, was inaccessible due to technical errors on their end.
Outdated Guidance: Their official tutorials use an outdated interface, forcing us to figure out basic steps on our own.
Inconsistency: One technician correctly identified the issue as the "Minecraft Server Watchdog" (a configuration timing-out), yet later, another agent (srcodex) shifted the blame onto us, claiming we "modified things we shouldn't have."
The "Pass the Buck" Mentality:
Instead of acknowledging that a high-tier, €72 plan should be stable out of the box, the company chose to "wash their hands" of the situation. They used our attempts to fix the server as an excuse to deny a proportional refund, even though their own logs showed the server was failing long before we made any adjustments.
Conclusion:
While the individual staff members can be patient at times, the company’s policies and defensive attitude toward technical failure are unacceptable. If you are a new user, be aware that if the server fails, they may blame your "lack of knowledge" rather than fixing their own service. We have officially moved to a different provider and suggest others do the same if they value their time and data.
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