Support Rules – HCD Esports
Welcome to the HCD Esports Support Center – your behind-the-scenes squad, ready to clear the fog of confusion and get you back in the game. Whether you’re climbing the ranked ladder or tinkering with gear setups, we’re here to help you navigate every tech hiccup, login burp, and “wait, is this a bug or a feature?” moment with clarity and care.
HCD Esports was founded by Ryvel Durnhaven to share deep insights on gaming fundamentals, team strategy, optimization, and all the behind-the-scenes elements that give players the edge they need. But every winner needs a strong support crew—and that’s this page’s role. Think of it as the in-game support class: focused on helping you stay at peak performance, with a little patience and a lot of know-how.
How Support Works Around Here
Our support system is built on respect, responsiveness, and gamer-to-gamer understanding. We believe that asking for help should feel just as empowering as giving it. Whether you’re reaching out with a bug report, a technical snag, or a curious “How do I?”, we’re ready to respond clearly—and cheerfully.
At its core, support at HCD Esports is about three things:
- Timely Responses: We aim to get back to you within 1 business day, often sooner.
- Specific Guidance: Our answers aren’t copy-pasted. You’ll get responses tailored to your question, platform, and setup.
- Positive Vibes Only: We’re gamers too. We handle every support conversation with patience, clarity, and encouragement.
Contacting Support – What to Include
When you contact us, the more details you provide, the faster we can help. Here’s what helps your support ticket level up:
- The email address tied to your account (if applicable)
- Date/time of the issue
- What you were trying to do and what happened instead
- Any error messages/screenshots/log files you can share
Example: “Hi! I was reviewing one of the gear recommendations and the page locked up on my phone browser. Using Safari on iOS 17.1, latest update installed.”
That’s what we call a rock-solid request—they give us what we need to dive straight into problem solving.
Rules of the Road – Support Etiquette
Just like in a team chat, how you approach others matters. Here’s how we keep things running smoothly:
- Be respectful and patient—we’re real humans on the other side.
- No spam, rants, or trolling. Let’s keep things constructive and focused.
- One ticket per request keeps the queue clean and answers quick.
- Urgent issues? Make that clear in your subject line (e.g., “URGENT: Login Loop During Tournament Registration”).
Status-checks or bumping your ticket? No need—we’re on it! If it’s taking longer than expected, we’ll let you know.
What Support Can Help With
We’re glad you asked! If it relates to the smooth experience of using HCD Esports, we’re on it. Areas we cover include:
- Access/login issues
- Feedback on site performance and bugs
- Clarifications about content or sections
- Corrections or reporting outdated info
- Questions about suggestions in our guides
If you’re deep-diving into our strategy pages or gear tips and something’s unclear, feel free to drop us a line. We’re just as game to sort typo-tagging as we are to troubleshoot technical fumbles.
What Support Does Not Cover
There are a few things beyond our scope. These include:
- In-game support – please contact the game publisher or developer directly for those issues.
- Sponsored gear claims or manufacturing issues – we review gear, but don’t manufacture or distribute it.
- Tech support for gaming setups – we provide optimization tips and performance guides but won’t be able to troubleshoot your graphics driver conflicts or router firmware issues directly.
Even when an issue falls outside our lane, we’ll do our best to point you somewhere helpful (because gamers don’t let gamers get stuck).
When to Use the Help Form
Our goal is to offer answers while minimizing your downtime. If you’ve already looked through our support content and still need help, definitely reach out. Use the help form if:
- You’ve encountered a site bug—especially if it’s blocking your progress
- You have a question about a guide that doesn’t quite match your setup
- You spotted something inaccurate or missing in an article
- You want clarification on how to apply a team meta suggestion
If something seems off in our Pro Strategy Breakdown or optimization guide, flag it! Honest eyes strengthen the whole system.
Still Unsure?
You don’t have to be 100% sure it’s a big deal for us to care. If you’re stuck, slowed, or just confused, it’s worth sending a message. Sometimes small questions lead to big clarity. We’re here to help you keep moving forward—whatever your experience level, rank tier, or curiosity lane.
Response Time + Our Office Setup
We operate out of our HQ in Petoskey, Michigan, located at 4687 Wetzel Lane. Our support team works standard hours:
Open Monday to Friday, 9 AM–5 PM EST
We check messages throughout the day and respond as quickly as possible. If you reach out on a weekend or holiday, we’ll reply when we’re back online the next business day.
Need a Direct Line?
If you’d like to speak with us directly, feel free to call us during our support hours at +1 231-347-4570. Or you can send us your questions via email to [email protected].
Every message goes through a centralized support channel, so no matter how you reach out, the right expert gets your question.
Final Thoughts
Support isn’t just about solving problems—it’s about keeping our community strong. You’re never just a user to us; you’re a player, a creator, a builder of this esports world. And we’re honored to help however we can. Whether your question is tactical or technical, big or bite-sized—if it helps you unlock your next achievement, we’re here for it.
Until then, stay curious, stay respectful, and keep playing smart. We’ll be here when you need us, controller in one hand, headset on—with your back.