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Game masters (GMs) will be present and active on Ashes of Creation servers.
- On the customer service side, we do plan to have in game GMs. We do plan to service people in the best way possible. And we will grow our service team as much as we need as our player base grows. – Margaret Krohn
- The direction that I'm taking Intrepid as a company in is that a significant portion of the revenue created by the game goes into not only creating additional content and updates for the game but also goes into I think caretaking, as I like to call it; and that caretaking is multiple things: It's having active and present GM's on servers. It's having a an interacting community team that is always present and on-call for participating in forum discussions and streams and updates. – Steven Sharif
- There will be a standard escalation system, where different actions are taken based on the seriousness of each infraction. Actions could range anywhere from being stripped (of the illegitimate items or currency) to being banned for a period of time, or being permanently banned.
- Following a standard approach to an escalation system where certain infractions are immediate and automatic bans and some infractions provide a path forward where action is taken that might ban the account or strip the account or provide some chat bans or the ability to play over a week or so... If you buy gold and depending on the the seriousness of the infraction you could go anywhere from being stripped and to being banned for a period of time to being permanently banned. – Steven Sharif
- Botters, cheaters, gold sellers, and RMTers, will face harsh penalties from the GM and community teams.
- When a player takes their play experience to the point of harassing another player, and doing so on a repetitive basis, in order to diminish their play experience, it is a ticketable offense. If you are following around a streamer or you're following around a player and your intent is to keep them from playing the game or to force them to quit, that is a dirty player mindset. It's a bad player mindset. It's a griefer's mindset. It's not something that's desired in the ecosphere in the community of Ashes of Creation. And as a result, it is a serviceable customer service situation. That is where warnings are given and actions can be taken against the account holder of an individual whose sole purpose is to disrupt and affect negatively the gameplay experience of the game. – Steven Sharif
- Players that work outside of the game design to grief or harass other players are actionable by customer services.
- I believe that so far in development we have demonstrated the level of customer service and community engagement that will be on display after our live launch. You are right however in saying that many of these problems that can arise on the fringe of certain systems will require an active GM support team available to address problems that the user base encounters
- The volunteer moderator program will continue (post-launch).
GM run events
There will not be Game master (GM) run events initially, but the systems are in place to add these in the future.
User created content (UCC)
The user interface will allow emblems, logos and symbols to be designed in-game.
- Guild emblems.
Emblem editor functionality is tentatively planned for Alpha-2.
Import of user-created image content (UCC) is being considered. This was previously not under consideration.
- An active GM staff will be monitoring user-created content. Users who upload inappropriate content will place their accounts in jeopardy.
- I know previously we had spoken about not allowing custom user images in the game, however I think we're leaning more now in the direction of allowing for custom user images. Absolutely well what it will be is the fact that we're a subscription game and if you want to jeopardize your account by doing the wrong thing with regards to custom users [images] then by all means you may do so and we'll have stringent practices in place to prevent that from actually being an issue. – Steven Sharif
- With regards to this UCC question, I think when you have an active an active GM team that you know you are you have directed to care take the product you're going to mitigate a lot of that functionality you don't want to see out of this custom image system. People who look to let's say meme the system are going to be met with the type of enforcement that they don't want to have on their account; and being a subscription-based product and being a risk versus reward and maybe a more old-school approach to character development and progression I think they're gonna take a significant risk in doing things that we don't want them to do, which will result in the jeopardy of their account. So I think that is not going to deter a hundred percent of things- I don't think you ever can deter a hundred percent of things unless we go away from custom images- but I think that we can achieve some parity of essentially enforcement versus infraction ratio that's going to be liveable for everybody. – Steven Sharif
Security systems will be in place to combat cheating, exploiting, botting, gold selling/real money transactions (RMT), item duplication and other things that affect the economy starting from Alpha-0.
- These systems collect user data and flag abnormal activities for investigation. This combined with player reporting functions generates a live "heat map" that draws attention to unusual behavior.
- We do have already built into the game on the outset is essentially behavioral metrics. So in the game, as a player does normal things and they acquire normal gold, that's all good and well, but if there starts to be item IDs that appear on the player account that are out of the norm, like either a large amount of gold, or significant legendary items, what it does in the back-end it flags the account for view so that we can take a look at where did this item come from. Is it coming from a known gold seller or a flagged bot, or whatever; and then we investigate. So we're going to be pretty hard on the ability for players to subvert the natural economy systems by RMT or botting. – Steven Sharif
- Botters, cheaters, gold sellers, and RMTers, will face harsh penalties from the active GM/community team.
- It's important to note that there is a sanctity that must be protected within the game from RMTing; and let me just go into a little diatribe about this: But in games that I've played where the company or the publisher does not enforce rules, it becomes the standard that you buy gold if you want to be competitive. If you want to compete at the top tier levels in certain games, and everyone's buying gold, you almost either have to buy the gold or you're just not going to be able to compete with those people and that's a really shitty feeling to have. Excuse my French, I apologize. That is sucky; and in order for that not to be the case it is the responsibility of the publisher or the developers both to make sure that we have stringent practices from a CS- from a customer customer service perspective- to enforce our rules and to make sure that players are aware if they partake in this there is a huge risk in doing so. It's not going to be a slap on the hand. It's not going to be a "we told you once, we told you twice, we told you three, four, five six times okay. We're just taking some gold away", that kind of thing. We have got to ensure that it is feared to do those things because you know that ashes has active GMS, it has active customer service, it has an active community team. – Steven Sharif
- ↑ 1.0 1.1 1.2 Livestream, October 28, 2022 (29:32).
- ↑ 2.0 2.1 2.2 2.3 Livestream, August 26, 2022 (1:32:45).
- ↑ 3.0 3.1 3.2 3.3 3.4 3.5 Interview, July 8, 2020 (48:30).
- ↑ 4.0 4.1 4.2 4.3 Livestream, February 9, 2018 (20:40).
- ↑ Livestream, October 28, 2022 (13:53).
- ↑ Forums - Livestream Q&A 2022-08-26.
- ↑ Livestream, June 4, 2018 (22:27).
- ↑ Livestream, July 30, 2021 (53:15).
- ↑ 11.0 11.1 11.2 11.3 11.4 11.5 Livestream, May 17, 2017 (55:40).
- ↑ 12.0 12.1
- ↑ 13.0 13.1 Livestream, October 31, 2018 (47:44).
- ↑ 14.0 14.1 14.2 Interview, October 20, 2018 (3:35:54).
- ↑ Livestream, July 29, 2022 (1:06:39).
- ↑ Livestream, July 29, 2022 (1:06:15).
- ↑ 17.0 17.1 Livestream, July 26, 2019 (1:05:28).
- ↑ 18.0 18.1 18.2 Interview, July 19, 2020 (1:12:37).
- ↑ Livestream, November 17, 2017 (38:35).
- ↑ Massively OP, 2017-06-1