1. Overview
Animation Throwdown Customer Support (“AT CS”) follows the security and policy practices included in this document when providing standard program and hardware technical support under the terms and conditions located in our User Agreement as well as Kongregate’s Conduct Guidelines.
2. Mission Statement
Our goal is to cultivate positive relationships between independent game developers and player communities through honest, reliable support.
3. General Expectations
All of our agents are responsible for providing the best customer support available and are empowered to make decisions that will ensure the best experience for each player while balancing the needs of the individual with the overall needs of the community.
Our agents will do their best to answer all tickets within 1-3 business days. They will listen (read) carefully and give full consideration to the requests and concerns of our players. The agents will communicate honestly, empathetically, and knowledgeably to all players.
As a support team, we will communicate as openly as possible. We have a responsibility to all players and will not share details of other players’ accounts without their explicit permission to do so. We also do not give any information on the game that is not publicly available, such as content release schedules.
4. Support Services Offered
Account Management
- In game username change - 1x courtesy
- Guild name change - 1x courtesy
- Accidental In-app purchases - handled on a case by case basis
- Accidental purchases with gems - handled on a case by case basis
- Assistance in fraudulent purchases
- Accidental item use
- Accidental card recycling - handled on a case by case basis, requires that player return items/currencies gained by recycling the card before returning it
- Account recovery
- GDPR requests
- Guild leadership change - requires at least 14 days of inactivity of the current leader and an officer must make the request
Technical Issues & Reporting
- General help
- FAQ
- Clarification on game design elements
- Skills
- BGE
- Expected behavior
- Provide an updated known/reported issues list
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Compensation for issues caused by Animation Throwdown bugs, errors, and/or outages
- Missed login bonus
- Inability to participate in in-game events
- Match loss
Note: We cannot adjust event rankings or provide additional ranked rewards, but the impact of bugs on the individual level will be considered when providing compensation.
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Offer wall issues that cannot be resolved through offer provider (players must first follow the troubleshooting steps and inquire with Tapjoy)
- Technical Troubleshooting
- Investigation of player-reported hacks, cheats, and/or exploits
- Provide bug reports to developers for further investigation
Community Concerns
- Updates and revisions to Help Center FAQs
- Collect and relay player feedback, suggestions, and requests for in-game features
- In-game and/or forum harassment prevention
- Removal of offensive player or guild names when reported
Caveats
We reserve the right to use our best judgment and make one-time exceptions to our usual policies if in a particular situation we believe it's warranted.
If an issue arises that is not on the list, we won't always refuse help to the player just because the issue isn't on our list-- players regularly come up with new and unexpected issues, and our team will need the flexibility to resolve those issues as best we can.
Making exceptions is not something we expect to do often and it will not be decided lightly. We will always consider a number of factors including, but not limited to, confirming the information provided to us, how the individual player was affected, disruption to the community, and overall impact on the game’s economy and/or balance.
5. Highly Invested Players
The only perk we're currently providing to highly-invested players is a shorter wait time to hear from support. In the future, we plan on extending additional perks through an in-game VIP program.
6. Previous Courtesies
In the past, we had offered additional card inventory slots to our more invested players when they ran into card cap limits. This was intended to help alleviate some congestion with card inventory slots before the Giggitywatt card to item conversion. This was meant to be a band-aid fix and we are working on a solution that will help out everyone-- more details to be announced soon.
Previously, we allowed invested players to exchange equivalent gems for Combo Mastery tokens that had never been offered in the store. This was a courtesy granted, honestly, without the careful consideration it should have been given. It was a mistake to allow this to happen and this courtesy has been discontinued for all players.