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Asobimo's Support Policy

Discussion in 'Device Support / In Game Issues' started by koku_rou142, Aug 8, 2014.

  1. koku_rou142

    koku_rou142 Active Member

    Messages:
    261
    Likes Received:
    66
    Location:
    Silent City
    Class:
    Wonderer
    In Game Name:
    Kokurou
    Level:
    60
    Guild:
    Murkin
    Remember this is not an official forum and cannot change problems in the game, we can only offer support to try and resolve some issues.

    For inquiries about the game, contact by filling out the required items from the mail form at the bottom of this page.

    Customer Support Guidelines

    1: We cannot answer questions or requests regarding gameplay strategy. We may not be able to answer all questions, whether or not the question is related to gameplay strategy.

    2: Response may take time depending on the requested information. We cannot fulfill requests or information for immediate response or any specified time frame.

    3: Responses are for the individual customer only. Please do not share or transfer information for any other use besides individual reference.

    4: In case E-Mail is undeliverable, or depending on the requested information, we may prefer other ways to contact user.

    5: Inquiries regarding in-game harassment will be investigated upon information provided, and customer support will provide appropriate response necessary. We may not able to fully respond to a request depending on the nature of the issue. Results of issue and all related information will not be shared with the reporter.

    6: Response may be delayed if inquiry contains of multiple comments or requests. Please provide a single request per inquiry for best response.

    Please agree to the "Support policy" above before using the submission form below. Thank you for your understanding and co-operation.

    Customer Support Hours

    Please note in advance.Submission form is available 24/7, however Customer Support will not be available during weekends and holidays. Operational hours are 17:00PM to 1:00AM (PST). Inquiries submitted during non-operating hours will be replied to the e-mail address written in the mail form from the next day and 3 business days.

    The flow of how the inquires will be handled

    1:An automatic reply message will be sent to you just after you inquiry is sent to AVABEL ONLINE support. Please read the auto reply message.
    2:After the auto reply message is sent, the AVABEL ONLINE support team will reply within three business days.

    3:According to the content sent, we may contact you again.

    *If the auto reply message is not sent to you, the e-mail address entered in the mail form may be mistaken or the message cannot be received due to mail filters set up for spam.Please contact us after you checked the entered e-mail address, and have checked the mail receiving settings(Accepting from the domain @avabelonline.com).

    For direct inquiries, you can email Asobimo through support@avabelonline.com
     
    Last edited by a moderator: Aug 9, 2014
  2. koku_rou142

    koku_rou142 Active Member

    Messages:
    261
    Likes Received:
    66
    Location:
    Silent City
    Class:
    Wonderer
    In Game Name:
    Kokurou
    Level:
    60
    Guild:
    Murkin
    This is the response you will receive for sending an inquiry to Asobimo.



    This is an automated response.
    *Please do not reply to this message, we are unable to respond to direct replies.

    Inquiries may be submitted at any time. We will e-mail you a response in business days (Exclude weekends, National Holidays, and Company Holidays), between the hours of 2:00am to 9:00am (GMT).
    For inquiries submitted on weekends and public holidays will be answered in order of reception from the next working day.

    â—†Support during New Year Holidays

    Avabel Online Customer Support will be closed from December 30, 2014 to January 4, 2015.

    Submission form is available during closed days, however replies will be done from January 5, 2015 in the order received.
    Please note that replies may take longer than usual days.

    Server monitoring will be done as usual during the closed days.


    Flow of Inquiry:

    1. Once your inquiry reaches AVABEL ONLINE Customer Support, you will immediately receive an automated message.
    *This message is automated.

    2. After the automated response, you will receive a response within our business hours from AVABEL ONLINE Customer Support.

    3. We may need to contact you again depending on the content of your inquiry.


    AVABEL ONLINE Customer Support
     

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