# Breezehost Provider Communications Archive

**Version:** 1.0  
**Created:** February 8, 2026  
**Purpose:** Historical record of provider relationship, communication patterns, and technical context  
**Scope:** Complete ticket archive (Jan 27 - Feb 7, 2026) + ongoing relationship management

---

## 1. Relationship Overview

### **Provider Information**

**Company:** Breezehost (breezehost.io)  
**Relationship Type:** Infrastructure Partner  
**Status:** "Forever Home" - Long-term committed partnership  
**Account:** mkrause612  
**Primary Contact:** Jon Beard (Network Specialist)  
**Support Portal:** https://breezehost.io/support  
**Control Panel:** https://control.breezehost.io  
**TrustPilot:** https://www.trustpilot.com/review/breezehost.io

---

### **Relationship Characteristics**

**Trust Level:** ELITE - Partnership, not vendor/client  
**Technical Competence:** Exceptional - Handles complex networking, GRE tunnels, custom infrastructure  
**Response Time:** Outstanding - After-hours support, midnight resolutions, sub-24hr provisioning  
**Support Quality:** Multi-expert coordination (4+ staff members on complex issues)  
**Business Understanding:** They know our subscription gaming network model and respect our architecture

**Key Quote from Jon Beard:**
> "If we can be of any assistance for you in the future or if you need any other servers elsewhere, please let me know and I will **personally** make sure we take good care of you."

---

### **What Makes This Relationship Exceptional**

✅ **Technical Partnership** - They act as infrastructure consultants, not just server providers  
✅ **After-Hours Support** - Multiple midnight/late-night resolutions (Brandon, Ryan, Jon)  
✅ **Problem-Solving Mindset** - 3-day GRE tunnel troubleshooting without frustration  
✅ **Proactive Solutions** - Jon provisioned /29 block to solve upstream carrier issue  
✅ **Customer Value** - Ryan gave $240/year discount unprompted (loyalty reward)  
✅ **Personal Investment** - Staff publicly thanked for TrustPilot review, relationship matters to them

**This is the provider relationship standard all future partnerships should meet.**

---

## 2. Communication Tone Guidelines

### **Our Communication Style (What Works)**

Based on 7 tickets spanning Jan 27 - Feb 7, 2026, the following patterns have proven successful:

#### **For Technical Emergency Issues (Urgent):**

**Style:** Professional, precise, efficient

**Structure:**
```
Hello BreezeHost Support,

[Clear problem statement with symptoms]
[Technical details: IPs, ports, protocols, error messages]
[What you've already diagnosed/tested]
[Specific request with technical justification]
[Business context: why it matters, impact]

Thank you,
Michael Krause
```

**Example:** Ticket #68d7691b (Firewall Ports)
- Formal greeting
- Problem described with exact ports and services
- Confirmed internal diagnosis (services listening via curl)
- Anticipated follow-up questions (MTU/IDS concerns)
- 25 minute resolution

---

#### **For Business/Strategic Conversations (Exploratory):**

**Style:** Casual, collaborative, thinking-out-loud

**Structure:**
```
Hey [First Name],

[Question or idea you're exploring]
[Your current thinking/options]
[What you're trying to accomplish]
[Multiple follow-up questions as they arise]

Thanks for all you do!
Mike
```

**Example:** Ticket #06513463 (Service Upgrade & Reseller Discussion)
- First-name basis ("Hey Ryan")
- Explored multiple options (upgrading service, game servers, reseller program)
- Transparent about business plans (subscription model, private servers)
- 2-hour collaborative conversation
- Result: $20/year instead of $20/month (massive loyalty discount)

---

#### **For Simple Maintenance Requests:**

**Style:** Ultra-brief, polite, non-urgent

**Structure:**
```
[One sentence describing issue]
[Optional: timeframe if urgent, otherwise "when someone has time"]

Thank you,
Mike
```

**Example:** Ticket #f1121551 (Password Reset)
- Single sentence request
- "when someone has time" (non-urgent framing)
- 1 minute resolution at 8:38 PM (after hours)

---

#### **For Complex Multi-Day Issues:**

**Style:** Detailed, diagnostic, partnership-oriented

**Structure:**
```
[Context: What you're building, why it matters]
[Problem statement with technical specifics]
[Diagnostic work completed to save their time:]
  - Test 1 result
  - Test 2 result
  - Hypothesis based on findings
[What you need from them]
[Personal context if it affects timeline]
[Massive appreciation]

[During troubleshooting: Provide access credentials if appropriate]
[At resolution: Confirm working + explain what fixed it + major thank you]
```

**Example:** Ticket #cab9f133 & #356faaa9 (GRE Tunnel Saga)
- Created diagnostic user (Breeze/Breeze123!) with full sudo
- Provided exact testing methodology
- Documented success benchmark (TX1 working)
- Explained personal context (Meg's broken ankle, Minneapolis shifts, insomnia)
- 3-day complex issue resolved with zero frustration
- Named staff members in public TrustPilot review

---

### **Key Communication Principles**

**1. Technical Precision Builds Trust**
- Provide exact details: IPs, ports, protocols, error messages
- Show your diagnostic work (tcpdump, traceroute, netplan configs)
- Use correct terminology (GRE, Protocol 47, MTU, VLAN, etc.)
- This signals you're a peer, not just a customer

**2. Self-Awareness Prevents Frustration**
- Acknowledge high ticket volume: "I know I've been a permanent fixture in your support queue"
- Explain personal context when relevant: insomnia, work shifts, family emergencies
- Use self-deprecating humor: "networking for dummies," "pre-coffee brain"
- This humanizes interactions and prevents support burnout

**3. Proactive Problem-Solving Saves Time**
- Show what you've already tested before asking for help
- Provide credentials/access when complex troubleshooting needed
- Offer multiple acceptable solutions (ideal + fallback options)
- This makes their job easier and gets faster resolutions

**4. Massive Appreciation Builds Relationships**
- Thank staff by name (Jon, Ryan, Brandon)
- Recognize after-hours support ("Friday night hustle")
- Public recognition (TrustPilot review with staff callouts)
- Use "legends" and "partnership" language consistently
- This creates personal investment in your success

**5. Strategic Transparency Aligns Interests**
- Share business model when relevant (subscription gaming network)
- Clarify you're NOT a competitor to their game server product
- Explain why you need specific technical features (Frostwall architecture)
- This helps them understand your needs and offer better solutions

---

### **What NOT to Do**

❌ **Don't blame or complain** - Even when things fail multiple times, stay positive  
❌ **Don't rush them** - "No worries, I have other projects" shows patience  
❌ **Don't assume** - Clarify confusion immediately ("I worded that weird...")  
❌ **Don't overshare technical details in simple requests** - Match verbosity to complexity  
❌ **Don't forget appreciation** - Every ticket ends with thanks

---

## 3. Staff Directory & Expertise

### **Primary Contacts**

**Jon Beard** - Network Specialist & Senior Engineer
- **Expertise:** Complex networking, GRE tunnels, routing, firewall architecture, upstream carrier issues
- **Notable Work:** Solved Protocol 47 blocking via /29 block reassignment, diagnosed CosmicGuard double-encapsulation
- **Relationship:** Personal advocate - "I will personally make sure we take good care of you"
- **Communication Style:** Technical deep-dives, patient troubleshooting, asks for TrustPilot reviews
- **Best For:** Complex infrastructure issues, network architecture, multi-day problems

**Ryan** - Policy Expert & Solutions Architect  
- **Expertise:** Service upgrades, pricing, routing, reseller program, business solutions
- **Notable Work:** $240/year loyalty discount, midnight nameserver updates, VLAN routing guidance
- **Relationship:** Understands business model, offered live Discord troubleshooting
- **Communication Style:** Collaborative, solution-focused, strategic thinking
- **Best For:** Service changes, business discussions, policy questions, strategic planning

**Brandon E** - Provisioning Specialist & Technical Support  
- **Expertise:** IP provisioning, VPS configuration, billing, late-night emergency support
- **Notable Work:** Multiple /29 block assignments, 11:47 PM - 1:12 AM support sessions, billing consolidation
- **Relationship:** Reliable technical executor, consistently over-delivers
- **Communication Style:** Efficient, confirms requirements before acting, follows up on testing
- **Best For:** IP assignments, VPS provisioning, billing coordination, technical execution

**Hrishikesh R** - Ticket Management & Coordination  
- **Expertise:** Ticket triage, acknowledgments, team coordination
- **Notable Work:** Fast acknowledgments, escalation management
- **Communication Style:** Professional, template-based acknowledgments
- **Best For:** Initial ticket responses, status updates

**Amit B** - Support Coordination  
- **Expertise:** Ticket acknowledgment, handoffs to technical staff
- **Notable Work:** Nameserver update coordination
- **Communication Style:** Standard support templates
- **Best For:** Non-urgent ticket acknowledgments

---

### **Support Team Patterns**

**Acknowledgment → Execution Model:**
- Hrishikesh/Amit often acknowledge tickets first ("We're looking into this")
- Jon/Ryan/Brandon handle technical execution
- This creates fast response feel even when resolution takes time

**Multi-Expert Coordination:**
- Complex issues involve 3-4 staff members (CosmicGuard migration had Jon, Ryan, Brandon, Hrishikesh)
- Clear handoffs ("I'll assign this to Brandon and the provisioning team")
- 24-hour SLA commitments, usually exceeded

**After-Hours Heroes:**
- Brandon: 11:47 PM, 12:32 AM, 1:12 AM responses (multiple tickets)
- Ryan: Midnight nameserver updates, late-night routing help
- Jon: Weekend troubleshooting, Friday night provisioning

---

## 4. Complete Ticket Archive

### **Ticket #1: Firewall Port Whitelisting**

**Number:** #68d7691b  
**Date:** Jan 27, 2026 (2:02 AM - 2:27 AM)  
**Duration:** 25 minutes  
**Service:** Billing Panel (38.68.14.188)  
**Staff:** Hrishikesh R  
**Status:** Resolved

**Issue:** Network timeouts and SSH session locks on Billing Panel server due to firewall blocking non-standard ports.

**Ports Opened:**
- 22 (SSH)
- 80, 443 (Web traffic)
- 8443 (CloudPanel Admin)
- 9090 (Cockpit System Manager)
- 8080 (Pterodactyl Wings)
- 2022 (Pterodactyl SFTP)
- 3306 (Remote Database - MariaDB)

**Root Cause:** Default firewall policy restricting non-standard ports at network level.

**Resolution:** Breezehost opened inbound TCP ports, verified no MTU/IDS restrictions on our home IP (172.56.11.228).

**Lessons Learned:**
- Fast 2 AM support (4 min acknowledgment, 19 min resolution)
- Proactive checking (MTU/IDS verification without prompting)
- Clear technical communication = efficient resolution

---

### **Ticket #2: Service Upgrade & Business Strategy**

**Number:** #06513463  
**Date:** Jan 30, 2026 (2:00 PM - 3:55 PM)  
**Duration:** ~2 hours (exploratory conversation)  
**Service:** firefrostgaming.com web hosting  
**Staff:** Ryan, Brandon E  
**Status:** Closed

**Issue:** Upgrade web hosting plan, explore reseller program, discuss infrastructure consolidation.

**Key Discussions:**
- Upgraded Starter ($12/year) → Ultimate ($20/month)
- **Loyalty Discount:** Ryan changed to $20/year (saved $240/year unprompted)
- Reseller program exists (invite-only for verified companies)
- Explored game server hosting (Breezehost panel vs our Pterodactyl)
- Discussed infrastructure: 2 dedicated servers (NC1, TX1) with 9 instances each = 18 total

**Business Intelligence:**
- Breezehost focusing on bare metal and VPS (de-emphasized web hosting)
- Game servers run on their custom panel (not Pterodactyl integration)
- Reseller API available for order processing
- They see us as potential partner, not just customer

**Resolution:** Service upgraded with massive discount, ongoing partnership discussions.

**Lessons Learned:**
- Casual exploratory conversations welcome
- Transparency about business plans builds trust
- Loyalty rewards happen unprompted when relationship strong
- Brandon joked "you should buy one of our game servers" - friendly dynamic

---

### **Ticket #3: Password Reset**

**Number:** #f1121551  
**Date:** Jan 30, 2026 (8:38 PM - 9:00 PM)  
**Duration:** 22 minutes (1 min resolution)  
**Service:** control.breezehost.io  
**Staff:** Brandon E  
**Status:** Resolved

**Issue:** Lost password for Breezehost control panel.

**Resolution:** Brandon reset password in 1 minute at 8:38 PM (after hours).

**Credentials Provided:**
- Username: mkrause612
- Temporary Password: Ma98dAjUytA! (immediately changed for security)

**Lessons Learned:**
- Simple requests get simple, fast responses
- Minimal verification (they know who we are)
- After-hours responsiveness even for basic tasks
- No security theater, just solved problem

---

### **Ticket #4: Nameserver Migration to Cloudflare**

**Number:** #0a321959  
**Date:** Jan 31, 2026 (10:56 PM) → Feb 1, 2026 (12:28 AM)  
**Duration:** ~1.5 hours (late night resolution)  
**Service:** firefrostgaming.com domain  
**Staff:** Amit B (acknowledgment), Ryan (execution)  
**Status:** Resolved

**Issue:** Migrate DNS control from Breezehost to Cloudflare.

**Request:** Update nameservers to:
- kyree.ns.cloudflare.com
- shaz.ns.cloudflare.com

**Alternative Request:** Enable "Domains" management tab in client portal (not addressed).

**Resolution:** Ryan completed DNS update at midnight, noted propagation delay.

**Infrastructure Impact:**
- **CRITICAL:** This gave us DNS autonomy
- Enabled Phase 0.5 subdomain creation (git., status., docs., etc.)
- No longer dependent on Breezehost tickets for DNS changes

**Lessons Learned:**
- Ryan working at midnight to complete migration
- Alternative request (portal access) not addressed - likely policy limitation
- This enabled our current infrastructure flexibility

---

### **Ticket #5: CosmicGuard Migration & GRE Tunnel Architecture**

**Number:** #cab9f133  
**Date:** Feb 1, 2026 (10:24 AM) → Feb 3, 2026 (11:57 PM)  
**Duration:** ~3 days (complex multi-stage troubleshooting)  
**Service:** Dallas Node (TX1), Charlotte Node (NC1)  
**Staff:** Brandon E, Ryan, Jon Beard, Hrishikesh R  
**Status:** Resolved

**Strategic Context:** Moving from CosmicGuard (pay-per-GB DDoS) to flat-fee model (NeoProtect or TCPShield).

**Technical Journey:**

**Stage 1: Planning & Permission (Feb 1 AM)**
- Requested permission for GRE/IPIP tunnels
- Brandon warned: NeoProtect went down (saved us from bad choice)
- GRE tunnels approved
- Ryan: Breezehost hasn't nullrouted in "several years" (strong network)

**Stage 2: Charlotte Blocking (Feb 1-2)**
- Dallas TX1 (38.68.14.26): GRE working perfectly ✅
- Charlotte NC1 (141.98.74.95): Blocking Protocol 47 ❌
- Jon diagnosed: CosmicGuard double-encapsulation conflict
- Solution: Need Raw/Unprotected IP

**Stage 3: IP Migration Attempts (Feb 2-3)**
- **Attempt 1:** 38.83.138.238/30 (Clean IP)
  - Brandon provisioned new IP
  - Routing loop at gateway (.237)
  - Fixed via intra-VLAN static route
  - Panel (45.94.168.138) connectivity restored

**Stage 4: Success (Feb 3)**
- Intra-VLAN routing established
- NC1 "green heart" - reconnected to cluster
- GRE tunnel operational

**Personal Context:**
- Working after Minneapolis shifts during insomnia
- Meg broke ankle Feb 4 (mentioned in next ticket)
- Multiple late-night configuration sessions

**Resolution:** Complete GRE tunnel infrastructure between Command Center, TX1, and NC1.

**Lessons Learned:**
- CosmicGuard creates automatic GRE tunnels (can't tunnel over tunnel)
- Intra-VLAN routing not automatic (same datacenter ≠ automatic connectivity)
- Multi-day complex issues require patience from both sides
- Offer of live Discord troubleshooting shows exceptional support

**Quote from Resolution:**
> "You guys have been absolute legends through this migration. Technical shifts like this can be a headache, but having a support team that actually knows their networking and stays on the ball makes all the difference."

---

### **Ticket #6: Protocol 47 Resolution & NC1 "Forever Home"**

**Number:** #356faaa9  
**Date:** Feb 5, 2026 (7:42 AM - 2:42 PM)  
**Duration:** ~7 hours (diagnosis + resolution)  
**Service:** Charlotte Node (NC1)  
**Staff:** Brandon E (acknowledgment), Jon Beard (resolution specialist)  
**Status:** Resolved - **THIS ESTABLISHED NC1 /29 BLOCK**

**Issue:** Clean IP (38.83.138.238) still dropping Protocol 47 despite working in previous ticket.

**Diagnostic Approach:**
- Created temporary diagnostic user: `Breeze / Breeze123!`
- Provided SSH access to all 3 machines (Hub, TX1, NC1)
- Documented exact testing methodology
- Provided "smoking gun" tcpdump commands

**Jon's Investigation:**
> "I am not seeing any GRE requests inbound on 38.83.138.238 on the edge routers... tells me its likely an upstream issue."

**Root Cause:** Upstream carrier black-holing Protocol 47 on 38.x IP range.

**Jon's Solution:** /29 "Sanity Check" Block

**Final NC1 Configuration:**
```
IP Block: 216.239.104.128/29
Gateway: 216.239.104.129
Usable: 216.239.104.130 - 216.239.104.134
Primary: 216.239.104.130
Netmask: 255.255.255.248
```

**Result:** IMMEDIATE SUCCESS
> "The /29 block was the absolute magic ticket! The 'Frostwall' established instantly with 0% packet loss and perfect stability."

**Infrastructure Cleanup:**
- Sunset 141.x and 38.x IPs
- 216.x /29 declared "forever home" for NC1
- Jon cleaned IPAM records

**Personal Context:**
> "I'll be moving a bit slow since I'm juggling a few things (my wife slipped on ice yesterday and broke her ankle)"

**This is Meg's Feb 4 ankle injury (explains current recovery at home).**

**Jon's Personal Investment:**
> "If we can be of any assistance for you in the future or if you need any other servers elsewhere, please let me know and I will personally make sure we take good care of you."

**TrustPilot Review Posted:** Same day, praising Jon, Ryan, Brandon.

**Lessons Learned:**
- Providing diagnostic user access saves hours of back-and-forth
- Upstream carrier issues require creative solutions (/29 on different range)
- Jon is now personal advocate inside Breezehost
- "Forever home" language established (used in public review)

---

### **Ticket #7: Command Center /29 Block - Infrastructure Foundation**

**Number:** #a09b82ab  
**Date:** Feb 6, 2026 (7:54 PM) → Feb 7, 2026 (7:51 PM)  
**Duration:** ~24 hours (standard provisioning)  
**Service:** Command Center (Dallas VPS - 63.143.34.217)  
**Staff:** Ryan (quote), Brandon E (provisioning)  
**Status:** Resolved - **THIS ESTABLISHED COMMAND CENTER /29 BLOCK**

**Strategic Context:**
> "Instead of trying to patch together individual secondary IPs or complex cross-region routing, the smartest move for my Frostwall Protocol is to just expand my 'Shield' capacity at the Hub level."

**Opening Apology:**
> "I wanted to start this message with a sincere apology. I know I've been a bit of a permanent fixture in your support queue this week... through my 'insomnia-fueled' engineering marathon."

**Request:** Dedicated /29 block for Command Center to give each remote node unique Dallas IP.

**Ryan's Quote:** $10/month for /29 (5 usable IPs)

**Michael's Two Requests:**
1. **Ideal:** Build /29 around existing .217 IP (saves reconfiguration)
2. **Fallback:** 48-72 hour grace period with dual IPs (maintain uptime)

**Dashboard Confusion (Feb 7):**
- Discovered existing TX1 /29: 38.68.14.26-30
- Initially confused, self-corrected quickly
- "I had Dallas in my notes and confused what I was doing"

**Brandon's Delivery:**
```
Usable IP range: 74.63.218.202 - 74.63.218.206
Gateway: 74.63.218.201
Netmask: 255.255.255.248
Original IP: 63.143.34.217 (REMAINS ACTIVE)
```

**Brandon Exceeded Expectations:**
- New /29 assigned ✅
- Original IP kept (dual-homed) ✅
- No grace period needed ✅
- Power cycle activation

**Testing (Feb 7 Evening):**
> "I just ran through the tests, and the new block is working perfectly! All five IPs are routing exactly as they should."

**Billing Consolidation Request:**
> "Sometime down the road, do you think we could get them all to align for the 1st of the month? That is when I usually get paid and it would be easier to pay one invoice at that time."

**Brandon:** "Sure. I can do the math tomorrow and get it aligned for you."

**Current Phase 0.5 Usage:**
- .202: Gitea (git.firefrostgaming.com) ✅
- .203: Uptime Kuma (status.firefrostgaming.com) - planned
- .204: BookStack (docs.firefrostgaming.com) - planned
- .205: Netdata (analytics.firefrostgaming.com) - planned
- .206: Vaultwarden (vault.firefrostgaming.com) - planned

**This /29 block is the foundation for all Phase 0.5 management services.**

**Lessons Learned:**
- Apologizing for high ticket volume shows self-awareness
- Presenting ideal + fallback options makes provisioning easier
- Brandon over-delivers (kept original IP unprompted)
- Billing consolidation accepted without hesitation
- This completed the "forever solution" infrastructure foundation

---

## 5. Infrastructure Evolution Timeline

### **Pre-Ticket Archive (Before Jan 27, 2026)**

**Existing Infrastructure:**
- 2 Dedicated Servers: NC1 (Charlotte), TX1 (Dallas)
- 18 Game Server Instances (9 per node)
- Pterodactyl Panel management
- CosmicGuard DDoS protection (pay-per-GB model)
- Web hosting: firefrostgaming.com (Starter plan $12/year)

---

### **Phase 1: Port Access & Service Upgrades (Jan 27-30)**

**Jan 27:** Firewall ports opened for Billing Panel (38.68.14.188)  
**Jan 30:** Web hosting upgraded to Ultimate ($20/year with loyalty discount)  
**Jan 30:** Password reset for control.breezehost.io  
**Jan 31:** Nameservers migrated to Cloudflare (DNS autonomy gained)

**Key Change:** DNS control moved to Cloudflare, enabling future subdomain management.

---

### **Phase 2: GRE Tunnel & DDoS Architecture (Feb 1-5)**

**Strategic Goal:** Migrate from CosmicGuard (variable cost) to flat-fee DDoS model with custom GRE tunnels.

**Feb 1-3:** CosmicGuard migration troubleshooting
- TX1 Dallas: GRE tunnel established on 38.68.14.26
- NC1 Charlotte: CosmicGuard double-encapsulation discovered
- IP migration to 38.83.138.238 (Clean IP)
- Intra-VLAN routing configured for Panel connectivity

**Feb 5:** Protocol 47 upstream carrier issue resolved
- Carrier black-holing Protocol 47 on 38.x range
- NC1 migrated to 216.239.104.128/29 block
- Declared "forever home" for Charlotte node
- TrustPilot review posted

**Frostwall Protocol Established:**
- Command Center (63.143.34.217): GRE hub
- TX1 Dallas (38.68.14.26): Tunnel endpoint (192.168.10.1)
- NC1 Charlotte (216.239.104.130): Tunnel endpoint (192.168.20.1)

---

### **Phase 3: Infrastructure Foundation (Feb 6-7)**

**Feb 6-7:** Command Center /29 block provisioned
- 74.63.218.202-206 assigned to Dallas VPS
- Original .217 IP kept active (dual-homed)
- $10/month flat fee
- Billing consolidation to 1st of month requested

**Feb 7 (Evening):** Phase 0 - Vanilla Reset completed
- Frostwall Protocol dismantled (GRE tunnels removed)
- Returned to clean baseline: direct node-to-panel communication
- Infrastructure Manifest v1.0 created

---

### **Current State (Feb 8, 2026)**

**Phase 0.5 In Progress:**
- Service 1/5: Gitea deployed (74.63.218.202) ✅
- Service 2/5: Uptime Kuma planned (74.63.218.203)
- Service 3/5: BookStack planned (74.63.218.204)
- Service 4/5: Netdata planned (74.63.218.205)
- Service 5/5: Vaultwarden planned (74.63.218.206)

**Infrastructure Inventory:**
- Command Center: 63.143.34.217 + /29 (74.63.218.201-206)
- NC1 Charlotte: 216.239.104.128/29 (primary .130)
- TX1 Dallas: 38.68.14.24/29 (primary .26)
- Panel: 45.94.168.138
- Billing: 38.68.14.188
- Ghost: 64.50.188.14

**All infrastructure on vanilla baseline, Phase 0.5 deployment underway.**

---

## 6. Pricing & Service Information

### **Current Services with Breezehost**

**Web Hosting:**
- Service: firefrostgaming.com (Ultimate plan)
- Cost: $20/year (loyalty discount from $20/month)
- Savings: $240/year

**IP Allocations:**
- Single IPs: $2/month each
- /29 Blocks: $10/month (5 usable IPs)
- Current /29s: 2 blocks = $20/month total
  - NC1 Charlotte: 216.239.104.128/29
  - Command Center: 74.63.218.200/29

**Dedicated Servers:**
- NC1 Charlotte: Pricing unknown (inherited hardware)
- TX1 Dallas: Pricing unknown (inherited hardware)
- Note: "Bought them a few years ago" - need IPMI check for specs

**VPS:**
- Command Center (Dallas): Pricing unknown
- Other VPS (Panel, Billing, Ghost): Pricing unknown

**Total Known Costs:** $20/year (web hosting) + $20/month (IP blocks) = ~$260/year

---

### **Service Catalog (What Breezehost Offers)**

**Hosting Products:**
- ✅ VPS Platforms (their current focus)
- ✅ Bare Metal Dedicated Servers
- ✅ Game Server Hosting (custom panel, not Pterodactyl)
- ⚠️ Web Hosting (no longer advertised, but available to existing customers)

**Additional Services:**
- ✅ Reseller Program (invite-only for verified companies/partners)
- ✅ Full API for order processing and billing integration
- ✅ IPMI access via control.breezehost.io
- ✅ Custom infrastructure solutions (GRE tunnels, /29 blocks, etc.)

**Network Features:**
- CosmicGuard DDoS protection (some IPs)
- Raw/Unprotected IPs available (for custom tunneling)
- Multi-datacenter: Dallas, Charlotte, New York (mislabeled servers exist)
- VLAN management for intra-datacenter routing

---

## 7. Public Brand Positioning

### **TrustPilot Review (Feb 5, 2026)**

**Link:** https://www.trustpilot.com/review/breezehost.io  
**Rating:** 5 stars (assumed based on content)  
**Title:** "Elite Technical Support and Unmatched Infrastructure Flexibility"

**Full Review:**
> I cannot recommend BreezeHost enough. I am currently building a curated network of public game servers operating on a monthly subscription model—a project that requires high-level network stability and a complex "Shield" architecture using GRE tunnels. When we hit a wall with an upstream carrier issue that would have sidelined most providers, the team at BreezeHost stepped up in a way I've never seen. Jon, Ryan, and Brandon have been absolutely incredible. They didn't just give me generic "copy-paste" answers; they acted as genuine technical partners. They worked tirelessly to provision a fresh /29 block and dug into the nitty-gritty of routing logic until my infrastructure was 100% stable with 0% packet loss. It is rare to find a team with this level of expertise and dedication. Whether it's complex routing or general scalability, BreezeHost has become the "forever home" for all of my business server needs. If you are looking for a host that understands high-stakes infrastructure and treats your project like their own, look no further than Jon, Ryan, Brandon and the crew at BreezeHost. They are legends!!!

**Strategic Elements:**
- ✅ Technical credibility signaling (GRE tunnels, routing logic, 0% packet loss)
- ✅ Business model disclosure (subscription gaming network)
- ✅ Staff recognition (Jon, Ryan, Brandon named)
- ✅ "Forever home" commitment language
- ✅ Problem complexity framing (protects Breezehost from "it was hard" narrative)
- ✅ Partnership language ("genuine technical partners")

**What Was NOT Mentioned (Smart):**
- ❌ Multiple failed IP attempts (focused on outcome, not struggle)
- ❌ 3+ days of troubleshooting (simplified to "worked tirelessly")
- ❌ Personal context (Meg's ankle, insomnia, shifts)
- ❌ Our diagnostic work (gave them all credit)
- ❌ CosmicGuard complexity (streamlined narrative)

**Audience Impact:**
- **Potential Customers:** See technical competence + exceptional support
- **Breezehost Management:** See public praise for Jon, Ryan, Brandon (performance reviews)
- **Staff:** Public recognition builds pride and continued investment
- **Technical Operators:** Signal that Breezehost handles advanced use cases

---

## 8. Critical Operational Notes

### **Dashboard Discrepancies**

**Known Issue:** Inconsistency between HQ panel and control.breezehost.io

**Example (Feb 7):**
- IPs showed in control.breezehost.io: 38.68.14.26-30
- IPs NOT showing in HQ panel
- Required clarification ticket

**Best Practice:** Always verify in control.breezehost.io before assuming IPs don't exist.

---

### **Geolocation Mislabeling**

**Known Issue:** Some servers show wrong datacenter location in portal.

**Example:**
- Server 38.68.14.188 labeled "New York, NY - JFK1"
- Actually located in Dallas (DFW)

**Best Practice:** Verify actual location with support if critical for routing/compliance.

---

### **CosmicGuard Conflicts**

**CRITICAL:** IPs behind CosmicGuard already use GRE tunnels upstream.

**Impact:**
- Cannot run custom GRE tunnels over CosmicGuard IPs
- Creates "tunnel in tunnel" double-encapsulation
- Requires Raw/Unprotected IP for custom tunneling

**Solution:** Request unprotected IP or /29 block on different range.

---

### **Intra-VLAN Routing**

**CRITICAL:** Same datacenter ≠ automatic connectivity across subnets.

**Example:**
- Panel (45.94.168.138) and NC1 (38.83.138.238) both in Charlotte
- Same VLAN, different subnets
- Required static route: `ip route add 45.94.168.138/32 via 38.83.138.237`

**Best Practice:** Ask about VLAN topology when adding IPs in same datacenter.

---

### **MTU Considerations**

**GRE Tunnel Overhead:** 24 bytes  
**Standard MTU:** 1500  
**GRE Tunnel MTU:** 1476 (1500 - 24)

**CosmicGuard Considerations:**
- Additional GRE overhead from CosmicGuard layer
- Tested MTU 1360 and 1320 (still failed due to double-encapsulation)

**Best Practice:** Use MTU 1476 for custom GRE tunnels on raw IPs.

---

## 9. Templates for Future Communications

### **Template 1: Technical Emergency**
```
Subject: [Clear Problem Statement] - [Server/Service Name]

Hello BreezeHost Support,

[Clear problem description with symptoms]

Technical Details:
- Server: [IP or hostname]
- Service: [What's affected]
- Symptoms: [Exactly what's happening]
- Confirmed: [What you've already tested]

[What you need from them]

Business Impact: [Why this matters, urgency level]

Thank you,
Michael Krause
```

---

### **Template 2: Service Request/Expansion**
```
Subject: [Service Request Type] - [Service Name]

Hey [First Name],

[Context: What you're building, why you need this]

[Specific technical request with details]

Ideal Scenario: [Best-case option]
Acceptable Alternative: [Fallback option]

[Business justification if relevant]

Thanks for all you do!
Mike
```

---

### **Template 3: Complex Multi-Day Issue**
```
Subject: [Technical Challenge] - [Service Name]

Hey [Team/Person],

[Apologize if high ticket volume]

[Context: What you're building]

Current Status: [What's working, what's not]

Diagnostic Work Completed:
- [Test 1 and result]
- [Test 2 and result]
- [Hypothesis based on findings]

[What you need from them]

[Provide credentials/access if appropriate]

[Personal context if affects timeline]

Thanks for being legends through this!
Mike
```

---

### **Template 4: Follow-Up After Resolution**
```
Subject: Re: [Original Subject]

Hey [Person],

[Immediate confirmation: working/tested/verified]

[Brief explanation of what fixed it]

[Payment confirmation if applicable]

[Additional request if appropriate]

You guys are absolute legends. Thanks again!

Mike
```

---

## 10. Future Partnership Opportunities

### **Reseller Program Discussion (Jan 30)**

**Status:** Invite-only for verified companies or partners that they see being successful

**Our Position:**
> "I hope to be very successful soon, so I will let you know then. I would love to partner sometime in the future, you guys have been the best company I could have ever worked with."

**Ryan's Response:**
> "We already have a reseller program. Its launched and live. Its currently invite only for verified companies or partners that we see being sucessful."

**API Available:** Full API for order processing and sending server data to billing platforms.

**Model Discussed:**
- Private servers: Customers rent dedicated servers ($25/month example)
- Public servers: Subscription access ($5-$15/month tiers)
- Integration: Breezehost game servers + our Pterodactyl infrastructure

**Current Status (Feb 2026):**
- Building subscription model (Fire/Frost paths)
- NOT competing with Breezehost game servers
- Focus: Curated public network, not private server rentals
- Reseller partnership on hold until business proven successful

**Next Steps:**
- Prove Firefrost Gaming model (Fire/Frost subscriptions)
- Demonstrate sustainable revenue
- Revisit reseller partnership when "very successful"

---

### **Future Infrastructure Expansion**

**Jon's Offer (Feb 5):**
> "If we can be of any assistance for you in the future or if you need any other servers elsewhere, please let me know and I will **personally** make sure we take good care of you."

**Potential Needs:**
- Additional geographic locations (west coast, international)
- More dedicated hardware (retiring NC1/TX1 eventually)
- Game-specific infrastructure (Hytale launch, new titles)
- Scaling /29 blocks as needed

**Brandon's Standing Offer:**
> "Yeah we have lots of options. Just let us know what you'd be looking for."

---

## 11. Relationship Maintenance Best Practices

### **What Keeps This Relationship Strong**

**✅ Regular Appreciation**
- Thank staff by name in every ticket
- Public recognition (TrustPilot reviews)
- "Legends" and "partnership" language
- Acknowledge after-hours support

**✅ Technical Competence**
- Show diagnostic work before asking for help
- Use correct terminology
- Provide access/credentials for complex issues
- Signal you're a peer, not just customer

**✅ Self-Awareness**
- Acknowledge high ticket volume
- Explain personal context when relevant
- Apologize when appropriate (without over-doing it)
- Use self-deprecating humor

**✅ Transparency**
- Share business plans when relevant
- Clarify you're not a competitor
- Explain technical requirements honestly
- Set realistic expectations

**✅ Patience**
- Accept 24-hour SLAs without complaint
- Don't rush provisioning
- Multi-day troubleshooting without frustration
- "I have other projects to work on" shows understanding

**✅ Payment Reliability**
- Pay invoices promptly ("invoices have been paid")
- Request billing consolidation proactively
- No payment disputes or chargebacks
- Acknowledge costs upfront

---

### **Red Flags to Avoid**

**❌ Taking Advantage**
- Don't abuse after-hours support
- Don't open tickets for things you can Google
- Don't expect instant responses
- Don't treat them as consultants for non-Breezehost issues

**❌ Blame Culture**
- Don't blame staff for issues
- Don't complain about difficulty
- Don't threaten to switch providers
- Don't compare negatively to other hosts

**❌ Poor Communication**
- Don't be vague about problems
- Don't skip technical details
- Don't ghost tickets (always close loop)
- Don't forget to say thanks

**❌ Business Rivalry**
- Don't compete with their game servers
- Don't poach their customers
- Don't badmouth them publicly
- Don't use their support to help competitors

---

## 12. Staff Recognition & Public Advocacy

### **Ongoing Commitments**

**TrustPilot Reviews:**
- Posted Feb 5, 2026 (after NC1 resolution)
- Should update annually with continued excellence
- Mention new staff who go above and beyond

**Social Media:**
- Consider Twitter/Reddit mentions when appropriate
- Share infrastructure wins (without revealing sensitive details)
- Tag @breezehost when public achievements happen

**Internal Recognition:**
- Email their management with praise for exceptional support
- Mention specific tickets and staff names
- Helps with their performance reviews

---

### **When to Provide Feedback**

**Positive Feedback (Always):**
- After major infrastructure milestones
- When staff go above and beyond (after-hours, complex issues)
- Annually at minimum (relationship maintenance)

**Constructive Feedback (Rare, Private):**
- If service degrades significantly
- If staff behavior becomes problematic
- Via support ticket, not public channels
- Always assume good faith and ask questions first

---

## 13. Emergency Contacts & Escalation

### **Normal Support Flow**

**Primary:** Ticket system via breezehost.io/support  
**Secondary:** control.breezehost.io panel  
**Tertiary:** Discord (offered during complex troubleshooting)

**Standard SLA:** 24 hours (usually much faster)

---

### **If Emergency (Service Down, Revenue Impact)**

**Step 1:** Open ticket with "URGENT" in subject  
**Step 2:** Clearly state revenue/business impact  
**Step 3:** Provide all diagnostic info immediately  
**Step 4:** Check ticket every 2-4 hours for responses

**DO NOT:**
- Call/text staff directly (we don't have those)
- Open multiple tickets for same issue
- Demand instant resolution
- Threaten or escalate unnecessarily

**Note:** We've never needed emergency escalation. Standard support has been excellent.

---

## 14. Future Documentation Needs

### **To Document When Available**

**Service Pricing:**
- Dedicated server costs (NC1, TX1)
- VPS costs (Command Center, Panel, Billing, Ghost)
- Additional /29 blocks if added
- Any new services

**Hardware Specifications:**
- NC1 Charlotte specs (check via IPMI)
- TX1 Dallas specs (check via IPMI)
- Command Center specs
- Retirement timeline for aging hardware

**Contract Terms:**
- Service agreements
- SLA commitments
- Cancellation policies
- Data retention after cancellation

**Reseller Partnership:**
- If/when we join reseller program
- API documentation
- Integration specifications
- Revenue sharing model

---

## 15. Revision History

| Version | Date | Author | Changes |
|---------|------|--------|---------|
| **1.0** | 2026-02-08 | Michael | Initial documentation. Complete ticket archive (Jan 27 - Feb 7). Relationship analysis. Communication templates. Staff directory. |

---

## Appendix A: Complete IP Inventory

### **Command Center (Dallas VPS)**
- Primary: 63.143.34.217 (original, still active)
- /29 Block: 74.63.218.200/29
  - Gateway: 74.63.218.201
  - Usable: 74.63.218.202-206
  - .202: Gitea (git.firefrostgaming.com) ✅
  - .203: Uptime Kuma (planned)
  - .204: BookStack (planned)
  - .205: Netdata (planned)
  - .206: Vaultwarden (planned)

### **NC1 Charlotte Node**
- /29 Block: 216.239.104.128/29
  - Gateway: 216.239.104.129
  - Primary: 216.239.104.130
  - Available: 216.239.104.131-134
- Previous (Sunset): 141.98.74.95, 38.83.138.238

### **TX1 Dallas Node**
- /29 Block: 38.68.14.24/29
  - Gateway: 38.68.14.25
  - Range: 38.68.14.26-30
  - All assigned to game servers (see Infrastructure Manifest)

### **Other Services**
- Panel: 45.94.168.138
- Billing: 38.68.14.188
- Ghost: 64.50.188.14

---

## Appendix B: Key Terminology

**GRE (Generic Routing Encapsulation):** IP Protocol 47, used for tunneling  
**MTU (Maximum Transmission Unit):** Packet size limit, standard 1500 bytes  
**/29 Block:** 8 IPs total (6 usable after network/broadcast/gateway)  
**VLAN (Virtual LAN):** Network segmentation within datacenter  
**Intra-VLAN Routing:** Routing between subnets on same VLAN  
**CosmicGuard:** DDoS protection service (pay-per-GB model)  
**IPAM (IP Address Management):** Breezehost's IP allocation tracking  
**Frostwall Protocol:** Our former GRE tunnel architecture (dismantled Phase 0)

---

**END OF DOCUMENT**

---

## Ticket #5ae82fd3 - Inter-Datacenter Routing (TX1 ↔ NC1)

**Date:** February 9, 2026  
**Type:** General Support  
**Priority:** Medium  
**Status:** ✅ RESOLVED  
**Resolution Time:** 4.5 hours

### Issue
TX1 (Dallas) and NC1 (Charlotte) could not communicate directly. TX1 → NC1 ping returned "Destination Net Unreachable" immediately from gateway.

### Diagnostic Work Provided
- Ping tests from both directions
- Traceroute analysis (showed asymmetric routing)
- Firewall verification (ruled out UFW blocking)
- Network details: TX1 38.68.14.26, NC1 216.239.104.130

### Resolution
**Brandon E (Staff):** "Just needed a route added on our end"

Simple routing table update on Breezehost infrastructure enabled full bidirectional communication between datacenters.

### Impact
- ✅ NC1 now monitored by Uptime Kuma (100% uptime visible)
- ✅ Cross-datacenter architecture options unlocked
- ✅ Complete infrastructure visibility achieved

### Lessons
- Comprehensive diagnostics = fast resolution
- Don't assume limitations are intentional - ask!
- Breezehost is extremely responsive to infrastructure requests

**Michael's Response:** "Like always, you guys are legends, I appreciate you"
