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Policies: Player Reports

Not all reported players have action taken against them. In this article you'll learn why this is, based on how we handle player reports, what is acceptable in reports and what cannot be used in reports.

You'll also learn our internal policies when action is necessary, how we meet our final outcomes, and have many myths dispelled.

How We Handle Reported Players

1) It is the responsibility of development to treat every situation and make every decision with fairness and objectivity. This means that any and all player reports must be investigated to the best of development's ability, and that the results of the investigation cannot be swayed by personal feelings or based solely on the statements of the requester.

2) All investigations are handled directly by the Developers, and all decisions are made entirely by the developers. There is no involvement by any Community Support staff nor is there ever any involvement of anyone not on the Development team.

3) Development respects player privacy. All player reports are completely confidential. Development never makes the details or the fact of any report public. Equally, development will never divulge the identities of those making the reports or those being reported.

Report Information We Will Use
Any report made by you against another player is primarily used only as a notification that an investigation is necessary and why.

If there are any scenario-based items included in the report that can be verified against our data, this will be taken into consideration during investigation. If the information can be validated during the data investigation, it will be considered fully while making final decisions.

Report Information We Cannot Use
•  Your word and the word of others
•  Your feelings about the person being reported
•  Rumors and hearsay
•  Information sourced from outside of the Game
•  Copy/Pasted text (fight feed, comments, conversations, etc)
•  Screenshots

The investigation must rely purely on data as it would be unfair for the player being reported to have Development not keep their decision objective and impartial.

Decision Making
Once development has completed their investigation a full development meeting is held where the information is presented in its entirety. All development staff then decide on the resulting action, if any, to be enacted. All resulting actions are determined by our internal policies and gauged against any possible previous, same instances.

The current internal development policy for actions on common Player Reports are based on a 3-Strike system. This system is counted only per infraction, not overall. Please read below for an example.

During a single instance our action is to:

Warn - Level 1
The player is given a written warning regarding the infraction.

If the same instance is repeated:

Suspend - Level 2
The player is temporarily suspended from interacting with the game.

If the same instance is repeated again:

Ban - Level 3
The player is permanently banned from the game.

A policy level will only escalate if the same infraction is met repeatedly. If it is a new infraction, it begins at Level 1. Because each circumstance is different, and in the spirit of respecting our players, this system has proven to work best for our community.

While this is true, understand that at all times development reserves the right to institute an immediate ban. While this is infrequent due to our respect of the community and our own internal policies, there are some circumstances in which the violation is so profound that a faster hand is necessary.

As one example, if an investigated player is proven to be using scripts or any other means of cheating, this would be an instant Level 3 ban. There are a small variety of other cases, especially those of obvious threats to physical safety, where an immediate Level 3 may be the resulting decision.

All decisions reached and enacted are logged by development for future reference.

Final Outcome
Because development uses data as the basis of determination, 99.9% of all decisions reached are final. The only circumstance in which a final decision is ever overturned is when a mistake in the investigation or in the data has been uncovered. Note that we test and review our stored data regularly, and that our investigations are always thorough. It is extremely rare to uncover erred data.

In cases where our data cannot support the statements reported and all investigation channels have been exhausted, it is our responsibility to assume there is no wrong-doing, no action is taken, and the original report is logged for future reference.

From Myths to Truth
Myth: Reports are ignored by Support Staff and Development.
Truth: Every ticket is reviewed. Support policy is that each ticket is responded to, either by preformatted text, personally by a Support Staff member, or a combination of both. Mistakes do happen, but we always give our best to ensure that we don't miss a ticket.

Myth: All replies from the Support Desk are vague.
Truth: The Support policy is that each ticket is handled with as much care and detail as humanly possible to ensure that the needs of the request are met. However, Support Staff cannot under any circumstances divulge any information whatsoever of any player other than the requester.

This includes any information on a player who is being reported, or any other party not directly involved in the request or report. This also means that there cannot be a follow up to results from a player report, as that information is regarded as that player's information, and their privacy must be respected. 

Myth: Sending in more than one report will get a result faster.

Truth: Unless it contains new information that can help with the investigation, you are only inundating our Support Staff. All secondary requests for the same ticket request are reviewed, replied to, and logged. Developers will not consider repeat tickets on Player Reports.

Myth: Gathering friends to report the same person for the same thing will get a faster result.
Truth: Unless it contains new information that can help with the investigation, you are only inundating our Support Staff. All secondary requests for the same ticket request are reviewed, replied to, and logged. Developers will not consider repeat tickets on Player Reports.

Myth: Developers favor those who spend money.
Truth: Developers are indiscriminate in their investigations and final decisions.

Myth: Developers favor their ingame clan, childe, sires, and friends.
Truth: Developers are indiscriminate in their investigations and final decisions.

Myth: Players are volunteers on the Support Desk.
Truth: No players are volunteers on the Support Desk.

Myth: Support Staff make the decisions on all reports.
Truth: Support Staff meets with development to go over ticket requests that are not immediately answerable, such as player reports. Support Staff have no access to any parts of the game.


 

 

 

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