How to use our Support Ticket System

[Wolfseye]

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PLEASE DON'T FORGET ! WE'RE DOING THIS OUT OF OUR OWN FREE TIME, WE DON'T GET PAID, THE GAME IS NO RETAIL, ITS A FREE MOD ! WE CANT BE REPLYING TO SUPPORT TICKETS 24/7. WE HAVE A FAMILY & PRIVATE LIFE TOO. PLEASE DON'T GET CRANKY IF WE DON'T REPLY TO A TICKET IMMEDIATELY, ESPECIALLY ON WEEKENDS.
ALL THINGS IN DUE TIME. THANK YOU.

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To make sure new Users know how things work around here, there are a few things that should be made aware before you signup.

I would like to introduce our Support Ticket System to you here. It gives you the opportunity to alert us to things that aren´t working as they´re supposed to be, either if it comes to the AW Mod or if its about Problems with our Website & Forum.

::: PLEASE DONT CREATE FORUM THREADS FOR ISSUES & BUGS ABOUT OUR MOD OR OUR WEBSITE/FORUM :::

Use the Ticket Support System for these things. You can find the Support Ticket System in the Navigation Bar of the Forum (Registered Users Only!). When you´re in the System, you can on the left choose ADD NEW TICKET.

Now you come to the actual Ticket form. The following Options you have there.

TITLE

Give your ticket a descriptive name so we know what you mean.
Please dont put things like "HELP?" or "" or "WHO CAN HELP ME?" there. Tickets with titles like this will be deleted!


DEPARTMENT

Here you can choose what Category your Ticket is supposed to belong to. You have the following Options:

• Website / Forum
  
• AW Mod - Installer & Uninstaller
  
• AW Mod - Terrains
• AW Mod - Objects
• AW Mod - Environments
• AW Mod - Maps & Mapping

Choose the Category you think fits best to your Problem !!! The more specific you are about your Problem, the easier it is for us to actually solve it !

PRIORITY

Here you can choose how important the issue you think is. Options are LOW, MEDIUM or HIGH.


TICKET STATUS

Here you can choose between a Public Ticket which any registered User can see, or if its supposed to be a little more private, choose Private. Then only Administrators can see this Ticket.


MESSAGE

Here you put the actual content of your Ticket. Your issue, Bug or whatever. Make it as detailed as possible and if possible, add a Screenshot.
For that use one of many Imagehosting Site on the Internet and paste the Imagelink to your uploaded Image into the Message as well.
Seeing what you actually means often makes it much easier for us to determine whats wrong, if there is indeed something wrong.
Help us a bit to make our job a little easier.

LANGUAGE

Support Tickets are to be written only in ENGLISH language since that is the overall language on this Site !!!

HOW LONG TIL A TICKET WILL BE CLOSED ?

To make it better overlookable, for us and for yourself, Tickets that aren't replied to after 1 week since their last reply, will be automatically closed.

DON`T USE THE TICKET SYSTEM TO REQUEST FEATURES OF ANY KIND.

After the Final Version is released there will be no further Development of AW2. In case there are serious issues and bugs that are in need of a fix, something important, that will be done. But no further wishes or requests. Tickets with that content will be deleted immediately.

WHEN YOU DONT GET IMMEDIATE REPLY ON YOUR TICKET, HOW TO DEAL WITH THAT

As posted below and above in orange font, AW2 is a free Mod. Its not a Retail Product and because of that its not possible for us to have 24/7 Support with immediate reply on each and every Ticket. We do have a real Life too, believe it or not. We are not getting paid to offer 24/7 Support, we simply cant ! So please don't rush us by sending Emails and asking when your Ticket will finally be replied to. We're just like everyone else out there that offers help for free. There is only so much we can give you. If AW2 would be a Retail Game things might be different, but it isnt.

THINGS OUR SUPPORT DOESNT INCLUDE

So far I thought that wasnt necessary to point out to, but after some of the Emails i had to content with lately, I think its necessary to say.
Support on our Website includes Support for our Mod, the AW2 Mod, and our Website. External Software Tools like WolfRAT, BABSTATS etc. are not included. If you have questions about these, please use the Forum and ask for help. There are Serveradmins that sure can help you with that. But most important, check the Sources of those Programs first, their Websites when you're looking for help about these.
Do not blame us for not knowing every single piece of whats to know about external Softwares like this. We're not their Support ! Only for AW2 !!!

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PLEASE DON'T FORGET ! WE'RE DOING THIS OUT OF OUR OWN FREE TIME, WE DON'T GET PAID, THE GAME IS NO RETAIL, ITS A FREE MOD ! WE CANT BE REPLYING TO SUPPORT TICKETS 24/7. WE HAVE A FAMILY & PRIVATE LIFE TOO. PLEASE DON'T GET CRANKY IF WE DON'T REPLY TO A TICKET IMMEDIATELY, ESPECIALLY ON WEEKENDS.
ALL THINGS IN DUE TIME. THANK YOU.

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