ATHENA

Greetings community,

In this short post we aim to explain the limitations and abilities of the Game Master team here on Hades, and to outline some changes we are making to our rules. We would like to make it clear what you can and should expect of us, and in return what we expect of you.

As you are aware, as a team we have rules we must stick to and limitations to what we can help with. Sometimes this means you will not get a “quick fix” to your issue. We know this can be somewhat frustrating to people but we would like to take the time to explain why certain issues have to be handled in a certain way.

We have made some small changes to our rules and would urge all of you to have a quick read of them now if you have not recently.

You can find a full list of our server rules at http://www.hades-wow.com/project-hades-rules/

Some important points from the rules i would like to draw your attention to:

 

Bug report

“T. Players are obligated to report any bugs in the game via the BugTracker. Failing to do so or abusing the bug will be punished based on the discretion of the Hades Team. Bugs can only be reported via the bug tracker, not via in game tickets. Bugs submitted via in game tickets will be deleted without reply and may go unresolved, as a result it will take longer for a fix to be implemented. If you do not know how to report a bug, please go to this page http://www. twinstar.cz/bugreports/?lang=en If a bug exists, please add a comment and provide any new information that may not have been stated. When you create a bug report, please provide us with as much information as possible (thorough description and/or screenshot, video, etc…). The more information we get, the sooner the issue might be resolved.”

This is one of the biggest issues the server, and the Game Master team have to deal with. What to do with bugs. Well the obvious answer is to post on the bug tracker. We do not ask you to do this because we do not want to help, we ask because it is the only way to ensure this issue is fixed for everyone who plays on our server as Game masters cannot fix in game bugs.

If you have any issues posting on the bug tracker you can always message one of our Game Master team on discord, and they will happily help you to fill in your report. We also Have a very thorough guide on how to report bugs at http://www.hades-wow.com/bug-reports/

If your issue is already reported, you can add more details to an already open report to better help the developers fix the issue.

Most tickets of this nature will simply be redirected to the bug tracker.

 

Appropriate use of tickets

“W. In game tickets are to be used only for issues that do not require a bug report.”

Examples of what the in-game ticket system is to be used for are as follows:

• Bugged Instance ID
• Bugged Raid issue
• Impossibility to complete a quest after a server crash
• Bugged character statistics
• Disappearance of an already learned spell
• Bugged trade skill
• Character stuck/falling
• Impossible to mount/dismount, bug concerning a change of form”

These are the sorts of issues the Game Master team can and will help with. We are always more than happy to assist you with anything on this list.

Tickets should be written in english and describe the issue as best you can. Often your issue can be resolved much quicker if you describe it in full when writing a ticket.

Vulgar tickets, tickets in another language and tickets without a problem described in them will most likely be deleted.

Restoration

“X. Hades team can only resolve loot issues from raids under certain circumstances: A screenshot of the bugged loot is required, with the raid interface and loot window clearly showing. Issues must be submitted via discord ticket. Any tickets not meeting the requirements will be deleted. Loot issues from raids are subject to Loot Incident Quota, this means that only so many items can be refunded per raid group in a set time frame. We do not resolve loot issues from dungeons at this time, nor do we handle “ninja” issues.

Y. Hades Team has limited ability to restore items and/or swap quest rewards. In most cases it may not be possible for our team to restore lost/sold/deleted/missing items and swap quest rewards.

Z. Hades Team does not have the ability to modify/restore gold, mail, Honor, deleted accounts or characters. Hades Team is also unable to restore items/objects that are lost due to server crashes/restarts.”

The Game Master team will only be able to resolve loot restoration issues in certain situations. Please familiarise yourself with the policy found in our rules, and the method of submitting a ticket on discord.

We do not cover restoration for a server crash.

In some circumstances it may be possible for the administrator to restore deleted characters. You can contact a staff member through private messages for details, however restoration requests must be made within 30 days of deletion. We would like to remind players that account security is the responsibility of the account owner. The Game Master team does not have the ability to restore deleted characters or accounts.

Appealing a Game Master decision

“It is possible to appeal against the GameMaster’s decision to the Head GameMaster Velratha exclusively via private means of communication (PM on the forum, Discord PM). The administrator is the highest authority, his decision is final and there is no countermanding his decision.”

It is always possible to appeal against a ban or punishment you believe to be unfair, this should be directed to one of the Head Game Masters, preferably via discord private message or forum private message.

Finally i would like to make a brief point. The staff on hades are made up of volunteers putting in their time and effort daily to help all of you. We are aware we do not always have the answer you may want, but please remember this when dealing with us: No matter which staff member you deal with, we all have the same goal here and that is making Hades the best it can be.

The Hades Game Master team