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Support
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Hours of operation |
| Game Masters are on duty 24 hours a day, 7 days a week,
including weekends and holidays. Game masters are customer
service representatives. They are paid employees and handle
all of the customer service for EVE. There are official
volunteers in the game as well to help players. |
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Finding help |
| Game Masters are on duty 24 hours a day, 7 days a week,
including weekends and holidays. Game masters are customer
service representatives. They are paid employees and handle
all of the customer service for EVE. There are official
volunteers in the game as well to help players. |
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Requesting assistance |
| There are three ways to submit a request for assistance:
directly e-mail Support@eve-online.com, file a petition
in-game through the "Help" option in the NeoCom,
or Ask a Question through the Customer Support Knowledge
Base.
The more information you are able to give regarding
your predicament, the faster and more efficiently the
resolution can be made.
For technical issues:
Open C:\Program Files\directx\setup and double click
on the DxDiag icon. A window will pop up.
Click ˇ°Save All Information,ˇ± located in
the pop-up window's lower right corner.
Attach this file to your e-mail or petition.
For game play issues:
Include all pertinent information related to your dilemma,
such as username and character name, location, a brief
but detailed explanation of the problem and how it occurred,
and if you have encountered this problem before.
Reimbursement requests:
Be very specific in your recounting of the details regarding
your loss. Include the names of stations or system names,
a brief but detailed explanation of what happened and
what was lost, along with the names of other characters
that may have been present or involved. Also note the
time when the incident occurred, either by the time
shown in the lower left corner of the EVE screen or
your local time, noting the time zone. Please note that
all reimbursement claims are subject to investigation
and may take longer than other petition types. Verification
of the loss must be made before any items may be replaced.
Before filing a petition requesting reimbursement,
please read our Reimbursement Policy.
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Response time |
| Some days, the petition load is heavier than others
and it may take longer for the game masters to respond.
Petitions are answered in the order by which they are
received, according to the seriousness or severity of
the issue. Stuck characters or other game-stopping problems
take first priority.
Filing a petition as a stuck character issue for any
other reason is punishable by death. Okay, it's not
really, but it should be. Filing frivolous petitions
or intentionally submitting a petition under the wrong
category may lead to receiving a warning. Again, we
ask you to be considerate of your fellow EVE players
and avoid overloading the GM queue unnecessarily or
abusing the triage system by which petitions are assessed
and resolved.
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Contacting an in-game Game Master
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| When you encounter a game master in the EVE world, chances
are he's there to assist another player. If he allows
himself to get bogged down by chatting with players or
trying to resolve issues that have not been properly submitted,
then players who have been waiting in the queue before
you will have to wait longer for assistance. It is only
fair that matters be handled on a ˇ°first come, first
servedˇ± basis, according to the severity of the
issue. Please be considerate of others and follow the
proper procedure for getting GM assistance. |
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