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Velious Era Customer Service Guidelines
There *was* a Velious-era Customer Service Guidelines document available on the web, at the url:
(which appears to be a cache of the original URL http://membres.multimania.fr/nesousxlanonyme/Guide.doc)
... but neither URL works anymore. All we have left are quotes from the forum post discussing the document:
Contents |
Customer Service Guidelines
5.6 Customer Service Limited Zones
Some zones in EQ have been designed with extreme rewards and risks. Because of design and tuning issues, Customer Service intervention in these zones is restricted.
5.6.1 List of Customer Service Limited Zones
Sleeper (sleeper) Temple of Veeshan (templeveeshan) The Plane of Fear (fearplane) The Plane of Growth (growthplane) The Plane of Hate (hateplane) The Plane of Mischief (mischiefplane) The Plane of Sky (airplane) Veeshan’s Peak (veeshan)
5.6.2 Acceptable CSRep Presence in Customer Service Limited Zones
The presence of Customer Service Representatives in Customer Service Limited Zones creates two undesired situations. First, players are more likely to ask for assistance in gameplay issues from the CS staff if a CS Rep is in the zone. Second, players are more likely to blame CS Representatives for any inconvenience they may experience if a CS Rep is in the zone. For these reasons mentioned above CS Reps must not be in Customer Service Limited Zones except under the following conditions:
- They are investigating a possible Exception Incident (Abuse, Disruption, or Exploitation)
at the request of a player.
- They are investigating a possible bug at the request of a player for documentation
purposes.
- They are removing a corpse from an object such as the ground, a wall, a tree, etc.
according to Corpse Recovery Procedure (See 7.3 Corpse Recovery)
- They are unsticking a player stuck on the geometry (in an object, in a wall, etc). The
player should be moved the minimum amount of distance necessary to unstick them from the geometry.
- They are following Policy and Procedures concerning an Under the World Case. (See
7.13) • CS Representatives may travel to CS Limited zones to assist players with binding death loops (refer to 7.2.2).
5.6.3 General Customer Service Limited Zone Policies
5.6.3.1 Exploring and Adventuring
CSReps should not use their CS characters to explore Customer Service Limited Zones. If a CSRep is in one of these zones for a reason approved above (see 5.6.2), they should leave immediately after addressing the issue they are there for and should not stay in the zone any longer than necessary.
5.6.3.2 Reporting CS Actions Taken in Customer Service Limited Zones
A GM+ should report any action they take in a Customer Service Limited Zone to their direct superior. Senior Guides should report any action they take in a Customer Service Limited Zone to the rest of the Server Management Team, including the GM of the server or the Lead GM of the server if the server is not currently assigned a GM, and include a detailed account of any Customer Service action taken in a Customer Service Limited Zone on their server in the server’s weekly server report. Any Full Guide or Apprentice Guide who takes Customer Service action in a Customer Service Limited Zone should report a detailed account of it in their Daily Status Report and/or in a designated section of their server board.
5.6.3.3 Resurrections in Customer Service Limited Zones
CSReps are not to provide resurrections in Customer Service Limited Zones under any circumstances without specific authorization from a GM+ as directed by SOE Management.
5.6.3.4 /Kill Restraint in Customer Service Limited Zones
The killing of any mob in Customer Service Limited Zones (see 5.6.1) is considered to cause a significant change in game play. Therefore CS Reps should not /kill in these zones without specific authorization from a GM+ as directed by SOE Management. (This Policy can also be found at 7.10.7.6)
