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#*The Krafties Moderators are made up of volunteers who LOVE playing the game and helping with your Krafties questions. You can ask for a Moderator in Krafties Official chat. | #*The Krafties Moderators are made up of volunteers who LOVE playing the game and helping with your Krafties questions. You can ask for a Moderator in Krafties Official chat. | ||
#'''[http://www.krafties.com/support Support Tickets]''' | #'''[http://www.krafties.com/support Support Tickets]''' | ||
| − | #*If your questions have not been answered and you are still in need of support, please file a ticket at | + | #*If your questions have not been answered and you are still in need of support, please file a ticket at www.krafties.com/support and you will be helped via the ticket system.''' |
===The Krafties Moderators=== | ===The Krafties Moderators=== | ||
| − | :* | + | :*Krafties Moderators are here to help with all of your Krafties related questions. |
| − | :* | + | :*You can see the '''online status''' of the Moderator members on the '''"Krafties Moderator Board"''' on the wall of the [[Krafties Store]]. |
| − | :*If | + | :*Please send them a message directly, instead of sending it through the online-board ''(Our Moderators welcome direct Instant Messages)'' |
| + | :*You can also ask in [[Krafties Official Groups|Krafties Official]] group if a Moderator is available for assistance. Although there may not be any showing as "Online" on the board, they may be watching chat and ready to help. | ||
| + | :*If there are no Moderators on duty (they are all volunteers so it does happen from time to time), the Krafties Official chat group is an EXCELLENT place to ask for help and assistance. Many of our Kraftie players have been around a long time and are always eager to help :) | ||
==[http://www.krafties.com/support Support Tickets]== | ==[http://www.krafties.com/support Support Tickets]== | ||
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*Our goal is to '''initially''' answer support tickets within 48-72 hours of them being submitted. There will be times where it may take a few extra days, we apologize for any inconvenience. | *Our goal is to '''initially''' answer support tickets within 48-72 hours of them being submitted. There will be times where it may take a few extra days, we apologize for any inconvenience. | ||
*The nature of the issue that is being ticketed will determine how long it takes to be resolved. | *The nature of the issue that is being ticketed will determine how long it takes to be resolved. | ||
| − | *"Most" tickets should be resolved within 7 | + | *"Most" tickets should be resolved within 5-7 days of initially being answered. There are instances where the ticket will need to go to the "Admin Dept", where it can take longer (approx 7-10 days after the Admins receive the ticket)- depending on the details of the issue. You will be notified in your ticket approximately how long it will take to resolve your issue/close your ticket. We ask for your patience during this time. |
*'''Please note''' that each ticket is carefully looked at and resolved case by case, and we apologize for any inconvenience or down time that is a result. There will be times when tickets are submitted, and extensive research/troubleshooting will have to go into resolving the issue. We ask for your patience during down time, it is our goal to get you up and running again as soon as we possibly can. You will receive a reply via e-mail once the issue has been sorted. | *'''Please note''' that each ticket is carefully looked at and resolved case by case, and we apologize for any inconvenience or down time that is a result. There will be times when tickets are submitted, and extensive research/troubleshooting will have to go into resolving the issue. We ask for your patience during down time, it is our goal to get you up and running again as soon as we possibly can. You will receive a reply via e-mail once the issue has been sorted. | ||
| − | + | ===Posting a Ticket=== | |
| + | #Go to the '''[http://www.krafties.com/support Support]''' on the [http://www.krafties.com Krafties Website] | ||
| + | #Click the '''"Open New Ticket"''' | ||
| + | #Fill the ticket with the required information | ||
| + | #*Your '''Full SL name''' (your username entered '''EXACTLY''' how it appears in SL. Use capital letters where needed and include the name "Resident" if necessary. PLEASE DO NOT USE YOUR DISPLAY NAME)) | ||
| + | #*Your '''email address''' so you can keep track of the ticket. All replies will be sent to the e-mail that was provided. If you are using Gmail, please check your spam folder if you have not received a reply from us. | ||
| + | #*Topic of ticket, '''Billing''' or '''Support''' | ||
| + | #*'''Subject''' of ticket, try to tell there what the issue is in '''short''' (''example:'' "Pet has limited functions") | ||
| + | #*'''Message''' should contain '''all the details''' of your issue | ||
| + | #Submit the Ticket | ||
===Keeping Track of Ticket=== | ===Keeping Track of Ticket=== | ||