Outgrown the tier sheet?
The published plans cover most servers. They don't cover you. You've moved past the Scale ceiling on storage, ingest, or seats, or you need infrastructure in a region we don't publish. /custom is where that conversation happens.
You've outgrown the tier sheet. We noticed.
Scale Complete is the largest published plan, and you'd still be one of the handful of orgs pushing through its ceiling every Saturday night. /custom is where that conversation actually happens. A few signals you might recognise:
- ✓Your CDN bill on Scale shows overage every month.// storage_overage = true
- ✓Your logs ingest spikes past the published ceiling on event nights.// p99_ingest > tier_limit
- ✓Your moderation team is too large for one Discord channel.// seats >= 24
- ✓Your players ping you about latency from another continent.// rtt_region_drift = high
- ✓Your brand shows up on screenshots, in podcasts, on TikTok.// inbound_press_mentions = many
- ✓You've been on Scale Complete for over a year and never come close to the floor.// usage_floor / tier_ceiling > 0.8
Six things every published tier won't do.
These aren't add-ons stitched onto Scale Complete. They're the contract terms /custom exists to negotiate.
Custom limits on any product.
Storage, retention, seats, datasets, files, requests, ingest. Name the cap, we draw it. Need 4 TB of CDN, 5-year log retention, and 80 staff seats with per-role scoping? That's a line in a contract, not a Stripe error.
Logs hosted closest to your server.
Pick from five regions: Eastern Europe, Central Europe, US, Singapore, Japan. Your event ingest and search hits the rack nearest your game server, not the one nearest our office.
A real SLA. A real human.
99.95% availability written into the contract, with credits that actually pay out. A dedicated Support Manager whose name you'll learn, in your Discord or a shared Slack, with a 1-hour business-hours response target.
An engineer assigned to your integration.
We embed one of our developers into your build for the first 4 to 8 weeks. They write the Lua/Node/Go your team would have written, in your codebase, with your conventions. Pair-coded, not thrown over a wall.
Overage pricing that doesn't sting.
Per-GB and per-request rates negotiated against your actual traffic shape, usually well below the public rate card. Soft caps, not surprise invoices. Quarterly true-up, not midnight 402s.
Branding where it matters.
Your wordmark on upload portals, public case URLs, evidence pages, customer-facing dashboards, and the application-form chrome. White-label where the licence allows; co-brand where it makes the customer feel taken care of.
Your own ServerOps hardware, closest to your community.
/custom plans don't share infrastructure with anyone else. We provision a dedicated rack for your org in one of five regions: yours alone, no noisy neighbours, no shared queues. Sub-100ms ingest from your gameserver's continent; sub-second search regardless.
You get a name, a number, and a direct line.
Support Manager
A single human owns your account end-to-end. They sit in your Discord or a shared Slack. They know your event calendar. They are not a ticket queue.
Integration Developer
We assign one of our engineers to your codebase for the first 4 to 8 weeks. They write the integration in your stack, with your conventions, paired with your team. Not a separate fork to hand back.
Account-wide
Quarterly architecture reviews, beta access to unreleased products, a dedicated #incidents channel mirrored to our on-call, early sight of the roadmap, and a vote on what we build next.
Four steps. No sales calls in any of them.
Fill the form
Tell us roughly what you need. Sliders are fine. "I don't know yet" is also a fine answer.
We review & advise
A founder reads it inside two business days, replies with our take, and asks any follow-ups by email.
Agree on your needs
Back-and-forth in writing until the limits, regions, branding, and price are all dialled in.
Tie the knot
You sign, we provision the dedicated rack and add the benefits to your account that same week.
The custom-quote form.
Every field below is optional. The sliders are estimates. Round numbers, best-guesses, "I don't know yet" are all fine answers. We dial it in over email after you submit.
The questions everyone asks first.
How is this different from Scale Complete?
Scale Complete is the largest published tier and covers most large communities, including ones that think they need /custom. /custom is the right call when the limits on the tier sheet are the actual bottleneck (not "I want a discount" or "I want a logo on something"). If Scale fits, we'll tell you, and you'll save money.
Is there a minimum spend?
Yes. /custom contracts start at $1,000/mo because the named-human side of it doesn't make sense below that. Most /custom customers land between $2k and $20k/mo depending on storage, ingest, and how much integration dev time they take.
Can I pick more than one region?
Yes. Your primary lives in one zone; replicas can land in any of the other four. You can also failover-promote a replica to primary on a quarterly review if your traffic shape changes.
Will the integration dev write production code?
Yes. They commit to your repo, they're on your PR review, they pair with your engineers. The point is that the integration is yours when they hand back, not a black box only we can maintain.
How custom can the branding go?
Full white-label on upload portals, public case URLs, evidence pages, and the application-form chrome. Co-brand on the dashboard. Email templates use your domain. Where the underlying licence requires attribution we keep it discreet (a footer line, not a banner).
What if our scale drops back down?
You can step down to Scale Complete at the next renewal with 60 days' notice. No clawback, no exit fee. We'd rather have you happy on Scale than miserable on /custom.