Как написать в саппорт faceit

FACEIT Support Options

What kind of support do we offer?

There are currently two ways to seek assistance on our platform.

The first is via Live Chat (Tech Support); located within our match rooms and accessed by team captains . This service offers real time live support for matches set up on the platform.

The other is to submit a support ticket to our dedicated Customer Support team.

What is Tech Support?

Tech support is a Live Chat support system provided to assist players in regards to technical issues during a live match on the platform.

This support option is used only for technical issues with matches, server issues, tournament problems, etc. They do not handle reports of trolling/griefing, cheating, etc.

The support is provided by volunteers who want to help and contribute to the community. These volunteers are players just like you who want to help the community matches to run smoothly and fix any issues with live matches.

Captains can contact us by clicking on the «Support» button, located in the drop down of the main title of the event on the top left of the match room page and then choose the «Live Chat» button on the bottom right of the drop down menu. You will then be able to speak to a Live Tech Admin to resolve the issues with your match.

Who are Customer Support?

A team of full time Customer Support representatives, specialists and experts who are here to provide the best support/experience possible to all users on the platform and are skilled in handling every type of enquiry.

Support SLA — We aim to answer every ticket within 24-48 hours ( please note we do prioritise tickets to help people who can’t access their account or our services )

Premium support SLA — We aim to answer every ticket within the hour during business hours and 12 outside of business hours.

We are currently located in London.

FACEIT Subreddit

Our subreddit can be used for assistance immediate games stopping issues.

Источник статьи: http://support.faceit.com/hc/en-us/articles/208871805-FACEIT-Support-Options

Варианты поддержки FACEIT

Способы обращения в поддержку

Существует два способа обращения в поддержку:

1. Через Live Chat (техподдержка), чаты расположены в матч-румах и доступны для капитанов команд. Эта техподдержка предоставляется в реальном времени добровольцами, обычными игроками, которые имеют достаточно опыта. Сюда можно обратится новичкам только для решения технических проблем сервера, разобраться с турнирами и т.д. Здесь вам не помогут с читерами, токсичными сообщениями и т.д. Чтобы обратится, капитану нужно нажать на кнопку «поддержка» расположенную в выпадающем списке основного названия мероприятия в левом верхнем углу страницы match room, а затем выбрать кнопку «Live Chat» в правом нижнем углу выпадающего меню.
2. Расширенная поддержка клиентов. Это команда квалифицированных штатных специалистов и экспертов которые компетентны ответить на любой тип вопросов от всех пользователей. Время ответа на тикет обычно составляет 24-48 часов для пользователей без подписки, обладатели премиума могут расчитывать на премиум поддержку с временем ответа до 12 часов в любое время суток.

Также есть возможность обратится с вопросами на реддит, по адресу — https://www.reddit.com/r/FACEITcom/

По отзывам пользователей премиум поддержка практически ничем не отличается от обычной.

Рекомендуется писать на английском языке, хотя иногда отвечают и на тикеты на русском.

Как написать в поддержку фейсит

Для создания тикета в поддержку в правом верхнем углу в меню профиля нажать «поддержка», затем выбрать нужный раздел, наиболее подходящий к тематике вашего вопроса, и в конце справочной информации нажать на кнопку «SUBMIT A REQUEST». Дальше заполняем тикет: выбираем тему обращения, пишем заголовок, расписываем сам вопрос и при необходимости прикрепляем скриншот и отправляем. На вашу почту придет письмо о принятии тикета в обработку.

Источник статьи: http://pro-faceit.ru/voprosy/varianty-podderzhki-faceit.html

Горячая линия Faceit, как написать в службу поддержки

В этой статье выясним, как работает техподдержка Фейсит? Можно ли оставлять жалобы? Доступна ли горячая линия?

О сервисе

Faceit (Фейсит) — это ведущая мировая платформа с многомиллионной аудиторией. Играйте с другими участниками в популярные игры, проходите турниры, участвуйте в лигах, ладдерах и т.д. Больше информации о платформе можно узнать на сайте: https://corporate.faceit.com .

Если интересует только техническая составляющая, тогда обратите внимание на приведенную в этой статье информацию.

Как написать в службу поддержки Faceit

Служба поддержки платформы позволяет написать обращение на русском языке и пообщаться со специалистами для русскоязычного сегмента.

Оставляйте сообщения по ссылке: https://www.faceit.com/ru/players/support или делитесь своими проблемами с помощью личного кабинета. О том, как связаться с техпомощью из учетной записи, смотрите ниже.

Учитывая количество посетителей на портале Faceit, время на обработку и ответы пользователям может занимать некоторое время. Поэтому не стоит переживать, все поступающие обращения рассматриваются, и ответы на них выдаются в порядке обработки.

Какой телефон горячей линии Faceit

Если говорить, есть ли номер телефона, то ответ отрицательный. Телефон горячей линии нигде не заявлен.

Допустима мысль, что в случае серьезных трудностей, техподдержка может связаться с игроком. Однако достоверной информации о каких-либо контактных номерах не заявлено. Пока геймерам приходится рассчитывать только на традиционные каналы взаимодействия.

Для каких случаев предназначена служба поддержки

Помощь техподдержки портала Фейсит может понадобиться в вопросах, как:

• проблемы с авторизацией;
• созданием учетной записи;
• подключением к серверу и т.д.

Многие технические неполадки часто связаны с проблемами гаджетов и подключением Интернета. Поэтому проверьте работу своих устройств или ознакомьтесь с ответами на часто задаваемые темы.

В каком случае поддержка не сможет помочь

Поддержка старается помогать и отвечать на обращения игроков по всем темам. Однако не стоит рассчитывать на ответы в личных вопросах.

Связь с техподдержкой через личный кабинет

Чтобы оставить обращение в техподдержку Фейсит, пользователям предварительно следует авторизоваться в учетной записи.

Для входа можно использовать Google или Фейсбук аккаунт.

Ищите вкладку «Помощь» просматривайте вопросы других пользователей, делитесь своими мыслями и оставляйте обращения о своих трудностях.

Как написать жалобу?

Кинуть жалобу на игрока или работу платформы можно только с помощью личного кабинета.

Используйте для этого «иконку» на главном экране или значок под никнеймом игрока.

Жалоба должна содержать тему, причины и детальное описание, что конкретно вас не устраивает.

Другие способы связи

Обменяться мнением, оставить свой отзыв или пообщаться с другими пользователями не тему доступности, функциональности платформы можно в социальных сетях.

Ищите официальные сообщества Фейсит на таких ресурсах:

Время работы

Режим работы техподдержки Фейсит, круглосуточный.

Специалисты стараются отвечать как можно быстрей.

Но, рассчитывайте, что обработка вашего сообщения займет не менее суток.

Источник статьи: http://gorliniya.ru/tehpodderzhka-faceit

How to Report all abuse

How the End Game match reporting works

When your match has concluded you will notice that every player in your match room will have a thumbs up/down option. This feature is only available for 10 min prior to the game concluding and resulting in the room.

When you report each player you will see that a successful thumbs up will be indicated as green and thumbs down will be red. Also when reporting a player with a thumbs down you are asked to leave an additional comment as well if you wish to.

This system is designed to create a specific report on all players. These reports can be flagged as good by giving each player a thumbs up or bad by a thumbs down. These reports are known as the FACEIT Behavioural Index or F.B.I.

These reports take into account the match being played, the player reporting and the player being reported. Within these three categories the system also takes into account a multitude of variables as well in order to compile a proper and more accurate index of each player.

Why is there not specific categories for all types of abuse?

We have narrowed it down to keep it simple initially but that is why we offer an option to put your own comments in as needed.

• Player AFK — Self explanatory we think 😉
• Cheating — Also fairly evident of what this report should be about and encourage you to please use the written report section to fill in what type of cheat you think it might be. This also includes suspected smurf accounts of cheaters.
• Verbal Abuse — This is for any type of in game done verbally or also text base can be included in this report. The in game match room chat abuse also falls under this category as well.
• Toxic Behaviour — This is for all other types of abuse in game, this also includes, trolling, griefing, feeding, ghosting, unsportsmanlike conduct, and also inappropriate kicks from Premium matches.

Why should I file a written report on an abusive player?

We do encourage you to please also file a written report with these types of keywords as this is also something that will feed into a player’s FBI score and effect and influence their score that much more based on the same types of reports in each continuous match that they play.

For Example: A player is reported for «Toxic behaviour» in three matches in a row but there is no specific report sent about what type of toxicity is being reported then the system will only end up warning the player as it can not determine if it is for the same abuse. But if this player is reported twice in two different matches for ghosting the system will warn this player at the end of the second match and prior to the third match they play.

In other words a player can not be instantly awarded a temporary cooldown from one report, or a bad game or a false report. The system has been gathering information and profiling reports since it was put in place. We also believe that a player deserves at least some type of warning prior to temporarily suspending their accounts for «Unsportsmanlike Conduct»

If you still require help click below to contact us directly by email

Источник статьи: http://support.faceit.com/hc/en-us/articles/208282185-How-to-Report-all-abuse

FACEIT Banning Policy

Why/how do you get banned from FACEiT?

The following article will provide you with an overview for all the reasons why we would ban a user’s account. These bans can last a varying length of time depending on the reason and severity of the offense. If the same infraction occurs more than one time, the next ban you receive will be significantly longer than the previous.

Quick Overview

Bans Reasons: Detailed Explanation

Inappropriate name/Avatar Bans

You will receive a default name change. If you wish to change your name after this you will be required to do so in our shop for 1000 FACEIT points. Inappropriate avatars will receive an automatic one week login ban. If not changed after the ban, the ban time will increase accordingly

Verbal Abuse

Verbal abuse is any sort of trash talking, racism, sexual harassment, offensive religious comments conveyed to others. You will be punished accordingly depending on the severity of the abuse. These bans have a time span of 1 day to a permanent ban.

Support abuse

This includes the support chat, support tickets and emails. Any excessive amount of spam or impolite requests will be classed as support abuse. These bans can last between 3 days to 7 days.

Account sharing

Sharing of accounts is punished from 1 month to 1 year, depending on the specific circumstances.

Multiple Accounts

Multiple accounts are not permitted on FACEIT so the user will be left with one account active and any multiple account banned.

Ban Evasion

If you attempt to make a new account to avoid a ban, then the new account will be banned permanently and your ban will start over. Repeated infractions can result in an extension of the ban length. Evasion bans caused by the sharing of hardware used on other banned accounts will not be removed. It is the player’s responsibility to ensure hardware they use has not been previously used to breach our terms of service.

Boosting/Ladder cheating

Any method of boosting, this includes elo boosting, illegitimately gaining ladder points or abusing the ladder system will result in your account being banned. The bans range from 31 days to permanent.

Unsportsmanlike conduct

Anyone being abusive towards team mates or opponents in regards to personal conduct in game. Anyone seen to be acting in an inappropriate manor on the platform. The ban ranges from 1 day to 3 months.

Intentionally throwing matches

This can include: Intentionally feeding, intentionally not completing the games objectives and the like. Depending on the severity of the offence will decide the length of the ban ranging from 1 week to 31 days.

Leaving or AFK

AFK bans are assigned to a player that fails to join the game once the server has been spawned. O nce the game has started, it is forbidden to leave, if a player does the system assess a leaver ban.

These bans range from 30 minutes to 1 month. The system is automated and identify’s behaviors of players dodging matches and will assess longer bans accordingly. This also holds true for leaver bans the more often you leave and ruin a game for your team mates the higher the likelihood of being banned that much longer. These bans are assessed on a rolling 30 day basis, so make sure you are here to play or expect to have to wait awhile if you keep abusing these bans.

In game bug abuse

This category includes the exploitation of known in game bugs for your own advantage. The ban can last from 1 month to 3 Months. Most severe offences (e.g. removing textures, removing smoke grenades, . ) will be considered as cheating and may be detected by our Anticheat and thus will result in a permanent ban.

Griefing & Trolling

This means ruining the game for your team and can include giving away your team mates’ positions or tactics. The ban can last from 1 Day to 31 days.

This ban is for calling your own team’s positions to the opposing team. The ban can last from 1 Day to 31 days.

Spamming text binds repeatedly in-game. The actual content of the written spammed text will determine the length of the ban, which can range from 1 day to 1 week.

Danger Zone Teaming

Danger zone on FACEIT is a solo game. Players are not permitted to play cooperatively with other players in the match and must work alone. The ban can last from 1 Day to 3 Months.

Cheating

All 3rd party software that is not allowed by the game publisher and that can give an unfair advantage to a player or team go under the cheating category. This is also not limited to just cheat programs, for a full list please read our Anti-Cheat FAQ.

FACEIT has its own anticheat and players that get caught by the system will be automatically banned. Anticheat bans are not generally lifted and are permanent. We can consider removing a ban after two years after the banned player opens a support ticket, and only if he has not evaded his ban at any point.

League of Legends is determined manually by our support team via replays from the match in question.

World of Tanks Cheat bans are determined by our support team via replays from the match in question and possible screen shots and account access from the WoT website. These bans are also permanent. Abusing matches for in game credit is also classified as cheating and will result in a permanent ban.

Smite bans are also determined by our support team via replays from the match in question and the game developer.

The ban length for cheating with a game that we host on our platform is 2 years to permanent. You may request to play again on our platform once this length has been achieved on your original account ban.

The Appeal Process

System bans cannot be lifted unless there were technical issues which can be linked to platform’s malfunctions leading to the ban.

If your ban was issued by our team and you believe you have been wrongly banned, you can open a support ticket explaining your point of view and providing us with the necessary documents to prove your innocence. Our team will review your case and act accordingly.

In order to guarantee a quick review of your case and an easier resolution, make sure to provide us with all the relevant details.

If you still require help click below to contact us directly by email

Источник статьи: http://support.faceit.com/hc/en-us/articles/208282375-FACEIT-Banning-Policy