1.SOS has shift customer service staff in the background 24 hours a day.
We ensure that every report and request can be viewed/processed immediately, unless it is a special case that the current duty officer can't handle (for example, requests belonging to the mother tongue of other duty officers need to be submitted to technicians, etc. ), will be delayed until the designated personnel on duty.
2. Every report, email and request will be handled manually by customer service personnel.
Yes, we don't have any automatic filtering system. All reports and requests will be carefully read, investigated and handled by the customer service staff on duty. Our customer service personnel all receive the same training. But sometimes everyone's judgment is different, and there may be different ways to deal with it, which is not perfect, but we can guarantee that all customer service personnel have the enthusiasm and professional attitude of serving the players wholeheartedly.
3. Reports with video evidence can help us to deal with them faster.
As long as there is video evidence, the customer service staff will deal with it according to its severity. If the video is unclear or controversial, it will be submitted to the superior for review, or the technician will confirm its authenticity to ensure fairness.
If there is no video evidence, we will try our best to investigate.
The investigation methods include, but are not limited to, checking whether there are players who play or record the video of this game, checking the historical records of reported players, and checking the historical records of reported players to avoid the suspicion of malicious reporting. Then, according to the investigation results, the treatment method is decided.
5. For each report, we will have an internal explanation, detailing the handling methods and reasons for other staff's reference.
6. Handling method of reporting: warning-1 day title -7-day title-permanent title
In the case of conclusive evidence, according to the seriousness of the circumstances, the treatment methods are different. However, in the absence of conclusive evidence, the first warning will not be issued unless the content of the same report (including the detailed description of the report) reaches a certain number (more than 5 ~ 10). The warning will not affect the player's game, just want to remind the player to be friendly to the game and abide by the SOS player code. After issuing a warning, according to the follow-up report and investigation, a warning may be issued again, or it may be upgraded to a title.
7. It is human nature to make mistakes.
Because all reports are handled manually and take a serious attitude, sometimes they may make overly conservative judgments without evidence, leading to misunderstanding. If you have any questions, please submit the form to the customer service page and ask us the reason for the warning or title. We are very sorry if there is any misunderstanding. Please forgive us and understand our desire to create a good game environment.
8. Other game problem solving methods
For game problems outside the report, such as game feedback, game problems, bugs, etc. , customer service will reply one by one, or submit it to relevant personnel for handling.