YOU NEED TO KNOW!
Over the years SkyBlade Team has been reminding players of Do's, Don'ts, How to's and other walkthroughs that any avid SkyBlade Player should know to enjoy a fun-filled adventure inside the realms of SkyBlade, Sword of the Heavens.
This NOTICE should once again remind all our dear players of the tasks and responsibilities of (2) two major departments that serve as the main group assisting all players. Also, it will inform players the division of task for each assisting department, for players to identify which department to contact in times of support requests, promo claims, technical problems, event requests, and many more.
Let us start with:
Game Operations Department (G.M.)
Tasks & Responsibilities:
Ø Assist players in Game Events and Game How To’s.
Ø Create game activity lineup for Newbie, Mid-Level and High-level player account holders.
Ø Moderate fair and honest gaming of players towards other players and SkyBlade terms of use. Forwards screen captures of players to Customer Support in violation of SkyBlade Game Policy.
Ø Be the lead guardian of SkyBlade game from anomalous tampering and exploit of character accounts like BOTTING, ITEM DUPLICATION and USAGE OF HARMFUL 3rd PARTY PROGRAMS.
Ø Communicate summary of promotions, events, game activities, special game configurations directly to players via game console “SHOUT-OUTS”.
Ø Immediate and ONLY (1) one tool available to strictly exercise SkyBlade policy is player “MUTING” or disabling a player/s to be heard by players residing in a server when in violation.
Ø Consolidation of winning participants from G.M. hosted events ONLY like, GM’s hour.
Terminated Responsibilities as of Aug 20, 2006:
Ø No more access to “Kick” players in any servers.
Ø No more access to open anybody’s Character Account Information (Account passwords, secret questions, etc.)
Ø Telephone walkthrough or one-on-one tutorial per player via telephone.
NOTE: Management has decided to cease the above tools and tasks under G.M. responsibilities to pave way to the transparent resolution of numerous account security complaints. The disablement of the above tools clearly detach G.M. to partake on any complaints like extending favor to some players, stealing account info and inside job account tampering.
What can G.M. do for you:
Ø Provide event schedules like HOP, COF, Marketing efforts, ItemMall sales.
Ø Notify of any changes in schedule.
Ø Answer game-related inquiries like, locations, monsters, items.
Ø Let you join in G.M.-hosted game events
Ø Inform of any bug, item exploits and suspected BOT users.
What G.M. CANNOT help you with:
Ø G.M. does NOT have access to any case progression or status
Ø G.M. does CANNOT lift suspension as they are never allowed to suspend anyway. Access to suspension reports are kept with Support team exclusively.
Ø G.M. cannot discuss full procedures, announcement, event results, and more on chat, only guide and endorse location of the relevant page available in the website (www.skyblade.com.ph)
Ø G.M.’s have limited access and will NEVER entertain any request that will conflict with SkyBlade policy.
Ø G.M.’s are NEVER allowed to discuss over the telephone. Exclusive tool for G.M. to access and connect to players are the game console designed by the developers of SkyBlade, Sword of the Heavens.
Customer Support Associates (C.S.A)
Tasks & Responsibilities:
Ø Custodian of SkyBlade terms of usage, SkyBlade game policy and any security policies Z-ZONE ONLINE PHILIPPINES, INC. partakes to impart and fortify the policy as it evolves with the community.
As an extension of their task to protect the user agreement and promote policy guidelines, suspensions, terminations and deletions of accounts are often exercised ONLY with proper and valid proof and approval by the Management as lawful under SkyBlade policy.
Ø Attend to any player concerns using HelpDesk as the single tool connecting to players’ to any type of support concerns from game activities, promotions, events, etc.
Ø Extend investigation services side by side with database administrator to extract by the second all data activity to complaining player and provides valid and justifiable conclusions as per policy guidelines.
Ø Welcomes players and enhance gaming experience by immediate walkthrough regarding available references online; NOT by individual tutorials.
Ø Answer telephone queries of players, retailers and distributors alike. From time to time, contacts players via telephone for immediate marketing or sales campaign.
Ø Custodian of forum board discussions. Moderate and enhance fair and non-malicious topics for the community.
NOTE: In the event that ANY player will come across any trouble in the game accomplished by a fellow player or data glitches, it is STRONGLY advised to file a case on the HELPDESK, as exercised on the policy that states “NO HELPDESK, NO CASE!”
Reasons why support will NEVER process stray complaints or complaints not filed at the HelpDesk are the following:
a.) Irresponsible players may send us notes for investigation that will mislead ownership of the character account.
b.) HelpDesk are password protected that is attached to 3 characters per user account only and absolute access to the account proves ownership.
c.) HelpDesk tool are being monitored and reviewed by the management for evaluation of service, employee assigned, and vital conclusions. It provides history for complaints that could be contested with malicious intent and without records will weaken any case filed by players.
URGENT SUPPORT CONCERNS:
Ø Make sure to rectify the details of your account information with valid Name and Email Address and Contact numbers. In any cases Support handles, incomplete registration receive delayed correspondences from SkyBlade, worse – Never!
With proper contact information, exchange of messages will be faster resulting to speedy resolution of cases. Not to mention that all patch update schedules and sale promotions will arrive at your convenience and read them anytime you want.
Note that Gmail, Yahoo and MSN mails are private corporations that have separate practice and restriction policy. It is always advised to check your SPAM or Bulk mails and once again allow retrieval of SkyBlade or Z-Zone electronic mails.
Ø When you receive the auto-responder set by HelpDesk system, it validates that the message was sent successfully. Sending it again will only flood the system and the system will automatically label your email as a spam. The HelpDesk is a system developed to detect such advances from excited players.
Ø Patience! Customer Support is faced with thousands of cases aside from their daily task for the company. This is partly the reason why flooding is a serious offense when sending support request.
Time is always a factor to this department to serve all players the fastest time possible. Bad-Mouthing the Support Associates is unfair and inappropriate.
Ø Visiting Players! It is NOT advised for players to visit Z-ZONE ONLINE PHILIPPINES, INC. headquarters unless invited. Excited players contesting results of investigation and other related cases will NEVER be solved anyway faster than waiting for a resolution on HelpDesk.
HELPDESK ESSENTIAL INFO:
That HELPDESK is a tool designed into Z-Zone network system, operated by C.S. exclusively. This tool operates side-by-side an email engine to send and receive duly notices and reminders. Let it be known to all SkyBlade players that HelpDesk, no matter how it is operated in real-time on Z-Zone side, may be delayed for its recipient/s due to the following reasons:
Ø HelpDesk to Players and vice-versa is STILL an intertwining sending and receiving of email messages. Operation is real-time only on sending end of the process that does not warrant instant delivery.
Ø Registered email account of the player is a commercial client that has entirely custom ruling of restriction. These are the likes of Yahoo mail, Gmail, MSN mail, etc. As explained, these giant email corporations may or may not delay correspondences coming from email domain extensions unders Z-Zone lists (@z-zone.com.ph and @skyblade.com.ph).
This is not an unlawful ruling its part of their privilege to set their own rules to secure the privacy and integrity of their customer's account from anonymous spammers or agency promoting massive email broadcasting.
Ø Bandwidth Traffic! Upon sending of notices by C.S. it is always affirmed that player/s will receive it in 10 seconds time. With commercial issues and traffic, this perception has spun away from reality and its not the control of Z-Zone nor SkyBlade Team. Z-Zone as another corporation can only accept their terms to give way to SkyBlade players using these types of email engines or clients.
SkyBlade Team always extends its compassion to its community. A courteous, calm and civil approach will always prove to be the best attitude in times of resolving any case.
To the whole community of SkyBlade, Sword of the Philippines we remind you once again, of how proud we all are that we have a transparent ruling that responds to players more than its administrators.
Play it better and empower your gaming with this information in mind. Thank you very much.
Up and beyond,
SkyBlade Team
Z-ZONE ONLINE PHILIPPINES,