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The following rules cover the most common situations but they are not exhaustive. The Customer Support team has the right to amend these rules if a new situation should arise which needs further clarification.
If a case is too specific to appear in the rules but nevertheless requires the intervention of the Support team, they can act and promulgate, at any time, warnings or sanctions without being required to inform the whole community.
If you witness a rule violation or infringement, please inform Customer Support by using one of the following means:
- The in-game ticket system;
- a private message to an online CSR:
- in-game chat (/tell command)
- Ryzom Chat; https://chat.ryzom.com/
- an e-mail sent to support@ryzom.com.
Summary:
The Support Team
A. Disagreement with a player
B. Warnings and Sanctions
C. Code of Conduct's Rules:
I. Courtesy Rules
II. Naming Policy
III. Game Integrity Infringement
IV. Inappropriate Advertising
V. General Fraud
Contents
The Support Team
Its members are volunteers under non-disclosure agreement (NDA) and are not allowed to reveal their identity neither to other players nor to other members of the Ryzom teams. If a player thinks he knows the identity of the player behind the CSR (or any NDA members of a Ryzom team), he is prohibited from disclosing the information to others and doing so would be cause for sanctions to be applied. (major offense, see B. Warnings and sanctions)
Members of Support are in charge of solving the various problem related to the game (technical, disciplinary, etc.). They must behave with politeness and courtesy at all times. If you have a disagreement with a member, you can address a complaint, duly documented, to support@ryzom.com which will be forwarded to the head of Support. Any unfair complaint against a member of Support may be subject to a sanction.
When a member of Support contacts you, you must follow their instructions and reply with courtesy and politeness. Any breach will be sanctioned according to our procedures for sanctions and escalation policy. (See B. Warnings and sanctions)
We remind you that members of Support dedicate their time (both game and real life time) to ensure that everyone can play in a peaceful environment: try to have this in mind when you contact a Team member. This is of course the same for all teams: CSR, dev, event, etc.
The Support Team is subject to strict rules that prohibit them from teaming, exchanging with, dueling with any player, or resurrecting them. These rules also forbid them from using their powers for any purpose other than those defined within the context of their function, under risk of removal of their CSR account, or even their player account. In addition, CSRs are not allowed to process tickets involving their own player guilds or characters. In accordance with these rules, control tools record all critical commands used by CSRs (as well as members of other teams) and display them internally for real-time control by all. Each connection of a member of Support (and of other teams) is also visible so that everyone can verify that no one has usurped their account.
All decisions taken are collective ones and therefore you may be contacted by several members of Support about the same issue depending on its nature.
A. Disagreement with another player
In the case of a disagreement with another player, you are expected to try to find to an amicable settlement yourselves. A ticket should be a recourse of last resort; it should only be sent if you are not able to resolve the situation and a third party needs to become involved.
If you have to resort to sending the above-mentioned ticket, it is important to take screenshot(s), depending on the situation, for further reference. It is essential that the screenshot(s) show(s) the entire in-game screen and has not been changed in any way (censorship or anything else) in order to be considered acceptable. It has to show clearly the violation that you want to point out. Note that a screenshot showing the open map allows us to see the Atysian date, which is easily transposable to a real date. We also accept videos. For any other questions, you can contact us directly in game through a /tell if a CSR is online, through Rocket Chat, or through an e-mail sent to support@ryzom.com.
- Note: Any abuse of the ticket system will be documented and sanctioned.
B. Warnings and sanctions
The Customer Support Team has the right to issue warnings or sanctions depending on the seriousness of an infraction, the reaction of the implicated player towards the Support team, and their in-game history (sanctions and previous warnings). A player might thus be given a reprimand, a warning, a suspension period ranging between 24h and several days, or a permanent ban.
Penalty scale
Minor offence
The penalty scale for a minor offence starts with an official warning followed by a 24h suspension, then three days, then one week and up to two weeks. It can be followed or preceded by a mute of increasing duration at the place of the infraction (channels of the game, or Rocket Chat, or forum etc.). This penalty scale is reset after one year without sanctions.
Major offence
The scale of penalties for a major offence starts with a week of suspension, then one month and then permanent banning of the account. It can be followed by a kick off the server if necessary. This penalty scale is reset after three years without sanctions (except for permanent ban).
Critical offence
Critical offence: Final banning of the account after warning the player by e-mail.
N.B. In the case of a heavy and immediate sanction (suspension or permanent banning of an account), as the player in question can no longer be contacted in-game, he or she will be contacted only through e-mail to the e-mail address filed in his/her personal account. This is why it is important to enter a valid e-mail address when registering. If the player in question does not receive the e-mail, or if they wish to dispute the sanction, they can contact the Customer Support team at support@ryzom.com.
LEGAL NOTICES
The sanctions provided in the Ryzom Code of Conduct shall be assigned as follows:
- Mutes and verbal warnings may be applied by all CSRs.
- Official warnings (by email) may be applied by all CSRs from the GM grade upwards.
- Suspensions may only be applied by CSRs at the SGM level.
- Account bans may only be decided and enforced by Winch Gate Limited.