Table of Contents

1. Terms of Service and Explanations
2. Contact Us Basics
3. Game Support
4. Ban Appeal
5. Billing



Introduction:
This is just a guide for contact us and how to send in a ticket. This also goes into detail about what ticket statuses mean.
I hope this is helpful for anyone who needs help in the Contact Us and how to make tickets.
If you have any questions, please don't hesitate to ask.

Introduction to this section:

I am just going to post some explaining quotes and interpretations of the Terms of Service (ToS). ToS is an official document that you sign and agree to follow by playing AeriaGames games.
I am going to post a few sections of an explanation just to cover the basis.

The full ToS is here: Link

Explanation(s):

1. Legal

By using this Website or accessing any of our games, you agree to accept and be bound by the terms and conditions appearing in this document, and agree to comply with any Rules of Conduct, the Privacy Policy (http://www.aeriagames.com/policy/privacy) and any end-user license agreement applicable to our games, as they may be amended from time to time. In this Agreement, the terms "We/us/our" mean Aeria Games & Entertainment, Inc. "You/your" means you as a user of the Website or any of our games.

This basically means that you agree to follow the Terms and Conditions that are in the ToS by playing any of the games and/or using this website. By making this agreement, you are responsible for the actions that you do and the rules that you break.

AGE may amend this Agreement, any Rules of Conduct, the Privacy Policy and any end-user license agreement at any time in its sole discretion. Amendments and modifications will be effective immediately after publishing them on the Website. You agree to and are responsible for checking this Agreement, the Rules of Conduct, the Privacy Policy, and any end-user license agreement periodically so you will be familiar with their contents as they may be amended or modified from time to time. By continuing to use the Website and its services, you are signifying your acceptance of any revised or updated terms.

In this quote, this basically means that there can and/or will be changes in the ToS. You have to make sure that you are familiar with the changes and understand that rules can change.

All rights and titles in and to the Website and in any of our published games (including without limitation any user accounts, titles, computer code, themes, objects, characters, character names, stories, dialogue, catch phrases, locations, concepts, artwork, animation, sounds, musical, compositions, audio-visual effects, methods of operation, moral rights, any related documentation, "applets" incorporated into the game(s), transcripts of the chat rooms, character profile information, recordings of game play, and the game(s) client and server software) are owned by AGE or have been licensed to AGE.

AGE owns everything that comes with the game. The screenshots you make, the artwork that is made based off of the game, etc. In short, this means that you cannot take the game and ideas from it to make a private server or advertise a private server as well. All the information that comes with the games are licensed to AGE or owned by AGE. That being said, the game creator's hold the over all rights to the game and have the right to make changes to the game. Ultimately, AGE has to get permission from the creators/developers in order to make changes; however, this still does not change that the games are still licensed by AGE.

AGE follows the End-User-License-Agreement which is: Here
You are expected to follow the EULA as well as the ToS.

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3. Account

You may be required to create an account (an "Account") to access our Website and our games. Accounts are available only to individuals 13 years of age or older. If you are over 13 years of age but are still considered a minor, we ask that you review these terms with your parents or guardian to ensure they understand them and agree to them. By accepting the terms of use in the Agreement, you represent that you are 13 years of age or older. Only one person may use an Account. You are liable for all activities conducted through your Account.

You have to follow these directions in order to make an account and maintain access to that account.
You must be:
-13 years of age or older.
-Even if you are a minor, you should still review the ToS and have a parent or guardian with you to make sure that you understand the ToS and that they agree to them as well.

By making this account and agreeing to these rules, you agree to follow the rules as well as not sharing your account because you are liable for all activities that happen with your account. This means, in short, that anything that happens with your account, regardless if it was someone merely logging in to trade items to another person, it is still against the rules and you are held responsible.

Try to understand that some times your account gets hacked and the account is suspended just a precautionary method to prevent the total loss of all your items and the access to all your data.

Notwithstanding the above, certain portions of our Website and some of our games may contain mature contents not suitable for anyone younger than 18 years of age. We will require that you confirm that you are 18 years of age or older to acess such content. If you enter any portion of the Website which is intended for or is marked for mature audiences only, you are certifying that you are at least 18 years old or the applicable age of majority in the jurisdiction in which you reside and have the legal right to acess such content. We shall not be responsible in any way for your failure to accurately confirm your age per the terms hereunder.

Also keep in mind that there are some 18+ years content in the games that AGE hosts. Shaiya is a prime example. You must provide a confirmation that you are 18 years and older; however, it is not AGE's fault if you lie about your age and see any content that is not appropriate for your age.

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5. License to Use

You may not (a) sublicense, rent, lease, loan, sell or otherwise transfer the Software or the Services (or any part thereof) (b) modify, adapt, reverse engineer or decompile the Software, or otherwise attempt to derive source code from the Software; (c) create any derivative works in respect of the Software or the Service; or (d) otherwise use the Software or the Service except as expressly provided in this Agreement. Title to the Software, and all rights with respect to the Software and Service not specifically granted under this Agreement, including without limitation all rights of reproduction, modification, distribution, display, disassembly and de-compilation and all copyright, patent, trademark, trade secret and other proprietary rights and interests are reserved to AGE or its licensor(s).

All this means is that you are not allowed to rent or sell any game or any information from the games. They are copyrighted and it is against the copyrights of the game to sell any data. This also means that you cannot make a private server.

You cannot make any changes to the game or make bots and/or hacks.

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6. User Submission

You acknowledge that you are solely responsible for the Submissions that you provide and for managing your User ID. You, and not AGE, have full responsibility for your Submissions and User ID, including their legality, reliability, appropriateness, originality and copyright. You understand that by using the Website you may be exposed to Submissions that is offensive, indecent or objectionable. AGE shall not be liable in any way for any Submission, including, but not limited to, any errors or omissions in any Submission, or any loss or damage of any kind incurred as a result of the use of any Submission posted, e-mailed, transmitted or otherwise made available via the Website.

This basically means that you are responsible for everything on this site that you post. You are responsible for everything you post in game. You have complete responsibility in whatever happens on your account and AGE cannot be held liable.
You must accept that any kind of responses or replies that you may get might be offensive or inappropriate. While AGE is not held liable, you can still send in a Contact Us about the issue if you deem it appropriate.

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7. User Conduct (AKA The Rules on Conduct)

You must observe these terms, all applicable laws and also basic rules of etiquette and common courtesy when using the Website. Any conduct that violates the law in an offline, real world community is also a violation of these terms. AGE will not tolerate any illegal or offensive conduct. You agree not to take any of the following actions (a) Upload, post, email, transmit or otherwise make available any Submission (as defined below) that is unlawful, harmful, threatening, abusive, harassing, tortuous, defamatory, vulgar, obscene, libelous, invasive of another's privacy, hateful, or racially, ethnically or otherwise objectionable; [ Posting anything that is unlawful, harmful, threatening, abusive, harassing, tortuous, defamatory, vulgar, obscene, libelous, invasive, hateful, or racially/ethnically or anything objectionable is against the rules. If you take any action in these, you may be subjected to reporting/suspension. Tactic made a great post about this: Here ] (b) Harm minors in any way; [ I know that people think it is okay to bully kids or do harm to them, thinking that it's okay because they are just "brats", but this is a no-no and against the rules ] (c) Impersonate any person or entity, including, but not limited to, an AGE official, forum leader, guide or host, or falsely state or otherwise misrepresent your affiliation with a person or entity; [ Impersonating any kind of person is against the law. Don't do it. Simple. ] (d) Forge headers or otherwise manipulate identifiers in order to disguise the origin of any Submission transmitted through the Website; [ Don't forge things. Also against the law. ] (e) Upload, post, e-mail, transmit or otherwise make available any Submission that you do not have a right to make available under any law or under contractual or fiduciary relationships; [ Pretty simple. If you don't have the right to post something, don't post it. ] (f) Upload, post, e-mail, transmit or otherwise make available any Submission that infringes any patent, trademark, trade secret, copyright or other proprietary rights of any party; (g) Upload, post, e-mail, transmit or otherwise make available any unsolicited or unauthorized advertising, promotional materials, "junk mail", "spam", "chain letters", "pyramid schemes", or any other form of solicitation; (h) Upload, post, e-mail, transmit or otherwise make available any material that contains software viruses or any other computer code, files or programs designed to interrupt, destroy or limit the functionality of any computer software or hardware or telecommunications equipment; (i) Interfere with or disrupt the Website or servers or networks connected to the Website, or disobey any requirements, procedures, policies or regulations of networks connected to the Website; (j) "Stalk" or otherwise harass another; (k) Collect or store personal data about other users in connection with the prohibited conduct and activities set forth in the paragraphs above; (l) Impede the flow of chat in game, in forums, or in chat rooms with vulgar language, abusiveness, use of excessive shouting (ALL CAPS) "spamming" or any other disruptive or detrimental methods in an attempt to disturb other users or AGE employees; [ Yes. All Caps is spam. Spamming is bad. Vulgar language is bad. DO NOT filter dodge. ] (m) Engage in, encourage, or promote any illegal activity, or any activity that violates the Terms of Service, the Rules of Conduct, or the Privacy Policy; and/or (n) Take any action that may prohibit other users from enjoying the services of the Website or games.

These are pretty self explanatory but I will still go into detail. Everything in red is my comments.

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11. Termination of Service

(a) AGE reserves the right to interrupt the Services from time to time on a regularly scheduled basis or otherwise with or without prior notice in order to perform maintenance. You agree that AGE will not be liable for any interruption of the Services, delay or failure to perform resulting from any causes whatsoever. (b) You acknowledge that the Services may be interrupted for reasons beyond the control of AGE, and AGE cannot guarantee that you will be able to access the Services or your Account whenever you may wish to do so. AGE shall not be liable for any interruption of the Services, delay or failure to perform resulting from any causes whatsoever. (c) AGE has the right at any time with or without reason to change and/or eliminate any aspect(s) of the Services as it sees fit in its sole discretion. (d) AGE is not be obligated to refund all or any portion of any Account fee (if any), by reason of any interruption of the Services by reason of any of the circumstances described in paragraph (a), (b), or (c).

Maintenance does not have to be announced. It is out of courtesy. AGE is not always in control of what happens to a game and why the game's service has been interrupted or terminated.

The refunding is done out of courtesy. AGE is not obligated to refund anything.

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12. Disciplinary Action/Account Termination

AGE MAY SUSPEND, TERMINATE, MODIFY, OR DELETE ANY ACCOUNT AT ANY TIME WITH OR WITHOUT REASON, WITH OR WITHOUT NOTICE. AGE can and does issue warnings and temporary suspensions and permanent terminations of user identities for user violations. We retain the sole discretion as to when and how to impose warnings, penalties and/or disciplinary actions. We consider the severity of the violation and the number of infractions in making our determination; however, any determination shall be under the absolute discretion of AGE.

AGE does not have to tell you when they terminate, modify, delete or suspend your account. Warnings are in courtesy.
With this said, you cannot discuss bans/suspensions/terminations or anything along those lines with anyone. Meaning do not discuss this on the forums.

Contact Us Basic Display



As you can tell above you after you click the link: Here, this is what Contact Us looks like.


1
Number 1 is Game Support. This is where you will report game related issues such as behavior reporting, bugs, or feedback on any events that have been held.

2
Billing is where you will make tickets based on your billing needs. Such needs could be that you account was put on hold due to a billing error, a potential hacking, or other things that deal with money and financials.

3
Ban Appeal. This is a gold standard for anyone who has been banned or suspended for any reason to send a ticket here first before you start making threads about why you were banned.

4
If you have trouble making an account for any reason, I would send a ticket here.

5
If you lost an account and still have the information, you should send a ticket here.

6
My Tickets is where you can see if your tickets were answer and resolved.


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A few notes about Contact Us:

Business:
I did not label Business, but if you are a business person, I would send a ticket there for your business needs. It is for developers who want to help develop, advertisers, or anyone else who is involved with game developing and would like to share his/her game.

My Tickets:

Here is an explanation of what each tickets mean and what my tickets looks like:



This is what My Tickets looks like.


Explanation of the status of the ticket is:

STATUS: UNOPENED

A ticket status marked UNOPENED means that the ticket is waiting in line with other tickets. It has not yet been seen by a Game Master and nothing has yet been done to it. As soon as anything has been done to the ticket from either party (player or GM), the status will change to OPENED.

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STATUS: OPENED

A ticket status marked OPENED means that some action has taken place with the actual ticket. This does not means that something has been done about your ISSUE. Essentially an OPENED status means that your ticket is in a specific Game Master's "in-box" and will be handled by the Game Master.

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STATUS: HOLD-AEIRA

A ticket status marked HOLD-AERIA means that a Game Master has reviewed your issue and determined that more research is needed and they cannot immediately resolve your issue.

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STATUS: HOLD-CUSTOMER

A ticket status marked HOLD-CUSTOMER refers to the TICKET itself, not the issue within the ticket. Hold-Customer means that the GM team has responded from our end and "the ball" is now in your court. If the problem you had has been fully completed then no further action on your part is required. If you still need help or the Game Master requested more information then the ticket will stay Hold-Customer until you reply. Once you reply, the ticket status will change back to OPENED and be placed back into the GM's "in-box". Hold-Customer status DOES NOT mean that issue has been fixed, it is simply the term used in our internal tracking system.

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STATUS: SPAM

Very very very few tickets receive a Spam status. Spam usually means that the GM team has taken every possible action to help the player but the player refuses to cooperate or our system has marked it as spam.

This is what Game Support looks like.

You see that my name is in the Account slot. It automatically does this.

Number 1:


These are the choices that come with this part.

• Report Behavior is simple. Any behavior you'd like to report should be reported with this category.
  
• If you don't know where your issue should be put, choose "Other".

Number 2:
This is your account name. It automatically fills this area with your account name.

Number 3:
You can select the game of choice in which you'd like to report the issue you have

Number 4:
This is the server that you play on. For Monster Paradise, there is not a server so this is N/A.

Number 5:
The character name should be put since it might help the GMs locate your character and be able to help you without having to search and search for the character you are talking about.


Number 6:
This is the time zone of where you are. Put the time zone that you live in. If you don't know your time zone, you can figure it out here: Link!


Number 7:
This is the subject of what you are sending a ticket in for. It may be that you pick report behavior and make the subject about the offense.

Number 8:
This is the message that you make when making a ticket.


Note: (Part 1) "Report Behavior"


Here is what "Report Behavior" looks like. Note the difference in that you have to put the Offender's Name, and the Proof of Offense. The rest of the Report Behavior is just:



This just the part where you make the message about what you are reporting and explain the proof that you have provided.


Note: (Part 2) "Miss Promotion"
(To be continued)

Note: (Part 3) "Promotion Redemption"
(To be continued)

Note: (Part 4) "Other"



This is the "Other" category. This is for any ticket that you have to make that involves game support that does not fit into the other tabs.

Number 1:
The account in question that you are trying to get an appeal for banning/suspension/termination. You do not have to be logged in in order to make an appeal.

Number 2:
The email address that you want AeriaGames (AGE) to respond to about this appeal.

Number 3:
The game in which you were banned on. If you were silenced in a shoutbox, I would make out the ticket to whatever shoutbox you were in when you were silenced.

Number 4:
The server in which you play on. If there is not a server for the game you play on, try putting English or which version you play. You can put "N/A" but you must fill in this spot.

Number 5:
The character name in which you were banned on, suspended, or terminated.

Number 6:
The subject of the matter you want to address with the account you were banned, suspended, terminated or otherwise silenced on.

Number 7:
This is the message that you make when making a ticket.
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A few notes about Ban Appeals:

Firstly, DO NOT under any circumstances TALK ABOUT BANS IN GAME OR ON THE FORUMS!
Hate to seem like I am yelling, but this is a big problem that happens and talking about bans or suspension can lead to more problems. It is better to just send in a ticket and leave it at that.
If you get a response back that is unfavorable, please, try to be civil and mature and don't go off post a billion threats and how crappy AGE is. Please

Secondly: "Reason why you were banned!"

12. ACCOUNT TERMINATION - Terms of Service AGE can and does issue warnings and temporary suspensions and permanent terminations of user identities for user violations. We retain the sole discretion as to when and how to impose warnings, penalties and/or disciplinary actions. We consider the severity of the violation and the number of infractions in making our determination; however, any determination shall be under the absolute discretion of AGE.

When you happen to be banned, an email is usually sent to the email associated to the account which you are banned on from service@aeriagames.com. If you don't see such an email, check you spam/junk folders. If you don't get any email from AGE, you may want to check the whitelist for the email service provider you are using. Select the link with the name of your email-service provider and follow the steps carefully.

Note: Aeria Games & Entertainment is not obliged to send you a notification of your account suspension with the following note:

AGE MAY SUSPEND, TERMINATE, MODIFY, OR DELETE ANY ACCOUNT AT ANY TIME WITH OR WITHOUT REASON, WITH OR WITHOUT NOTICE.

When you have been banned, do not protest it or object it in public. Bans are not to be discussed in any places which are property of or licensed to Aeria Games & Entertainment. These places are known as fora (sometimes called 'forums'), shoutbox (or "SB"), other services provided AGE or even in the game itself.

Required Disclosures - Privacy Policy We will disclose personal information when we believe in good faith that disclosure is required by law (e.g., court order or subpoena) or such disclosure helps enforce (i) our Terms of Use, contests, sweepstakes, promotions, or game rules; (ii) protect your safety or security, including the safety and security of your property; or (iii) protect the safety and security of our website or third parties.

7. USER CONDUCT - Terms of Service AGE may take any actions and impose any penalties we deem necessary to discourage and punish any violation of these terms or any other illegal or inappropriate conduct, all without prior notice or warning. The determination as to whether a violation has occurred and who is responsible for such act is solely within AGE's discretion, and is based on what we deem best for the community and the Website. By using the Website, you agree you will be bound by AGE's determination as to whether a violation has occurred and any penalty we choose to implement.

These quotes clarify that all information related to bans are between the Support Team and the player in judgment. Discussion in public like 'Why the bleep did I get banned?' or 'I got banned for no reason' are therefore not allowed or tolerated. You have no right to request any information regarding other players and their situations. The Support Team is not obliged to to give you a reason for your account suspension. Constantly spamming, asking why or attempting to discuss it while you are asked not to can lead you into trouble.

Do not ask GSs about your banned account. The only way to approach the situation is through a Ban Appeal.

Temporary Bans

If you happen to get temporary banned, check the date where it says you will get unbanned. Note that you will get automatically unbanned at 00:01 AM PST after the day is over. Not when it starts.

Eg. 'Service will be automatically reinstated to this account after 01/04/2011'

In this case it simply indicates that you should get automatically unbanned at 1/05/2011 00.01 AM PST. When that happens, you will get an e-mail from service@aeriagames.com with the subject 'Replace login information for XX at Aeria Games' - again check the whitelist instructions if you do not receive any e-mail . This message will look like the following:

service@aeriagames.com wrote:

Dear XX, A request to reset the password for your account has been made at Aeria Games. If you did not make this request, please ignore this email. To reset your password, click on the link below or copying and pasting it in your browser: http://aeriagames.com/user/XX/examplepasswordresetlink This is a one-time login, so it can be used only once. It expires after one day and nothing will happen if it's not used. -- Aeria Games Team

Note: This part of the procedure also occurs in cases of stolen/hacked accounts.

Remember that the link can only be used once, after 24 hours it will expire and you will not be able to use it. If you miss that option, you can try the regular password reset link. You have to be logged out of any account in order to use this option. If this does not help either, it’s most likely because an error has occurred in the system and you haven't been unbanned yet. In that case, simply reply to your original RT explaining the issue.

Why does Player A gets X days ban and Player B gets Y days ban?

By asking this, you are demonstrating that you've been ignoring 2 policies:

Required Disclosures - Privacy Policy We will disclose personal information when we believe in good faith that disclosure is required by law (e.g., court order or subpoena) or such disclosure helps enforce (i) our Terms of Use, contests, sweepstakes, promotions, or game rules; (ii) protect your safety or security, including the safety and security of your property; or (iii) protect the safety and security of our website or third parties.

7. USER CONDUCT - Terms of Service AGE may take any actions and impose any penalties we deem necessary to discourage and punish any violation of these terms or any other illegal or inappropriate conduct, all without prior notice or warning. The determination as to whether a violation has occurred and who is responsible for such act is solely within AGE's discretion, and is based on what we deem best for the community and the Website. By using the Website, you agree you will be bound by AGE's determination as to whether a violation has occurred and any penalty we choose to implement.

After you send in a ticket, please wait for a response. If you don't hear from a GM in atleast 48 hours, then you may poke a Game Sage about the ticket and try to get a GM to help you through that way.

iDerz wrote: