V2 uses a single community-ops contract for customer support, player feedback, ambassadors, certified coaching, pro-player rotation, Hall of Fame induction, survey prompts, and PTB beta enrollment.
Support Portal#
apps/v2/web/support/ provides ticket creation, status tracking, ticket
history, knowledge-base search, feedback intake, live-chat routing, ambassador
application staging, certified coach discovery, Hall of Fame preview, and PTB
opt-in state.
Settings expose Settings.Account.SupportPortal as the in-game shortcut and
Settings.Account.PTBBetaEnrollment for public test branch enrollment. Console
users route to tickets at launch; PC and web can use live chat.
Ticket Priority#
| Tier | Examples | First response | Target resolution | Coverage |
|---|---|---|---|---|
| critical | lost account, refund dispute, harassment | 1h | 24h | 24/7 |
| high | ban appeal, cheat report, payment failed | 8h | 72h | regional hours plus escalation rota |
| normal | cosmetic loss, friend-list bug, UI bug | 48h | 14d | regional business hours |
| low | feature request, general question, typo report | 7d | tracked | regional business hours |
Every ticket stores category, priority, region, locale, channel, history, and evidence links. Critical tickets wake the 24/7 rota.
Coverage#
Support hours cover NA, EU, JP, KR, LATAM, SEA, India, and MENA with 24/7 priority-one coverage. Launch agent locales include English, French, German, Spanish, Brazilian Portuguese, Japanese, Korean, Traditional Chinese, Arabic, and Hindi.
The knowledge base is searchable and per-locale. Account recovery, platform refunds, harassment escalation, and rollback-network troubleshooting are launch articles.
Feedback#
Feedback enters through the in-game survey widget, web form, and bug reporter. Entries are categorized, searchable, and tagged by feature. Feature tags link to Canny voting so product, design, balance, and live-ops teams can trace public requests back to concrete surfaces.
Ambassadors#
Ambassadors apply through the support portal and are vetted before receiving forum, Discord, or Reddit moderation permissions. The program uses the public code of conduct, transparent escalation procedures, per-region / per-language coverage, ambassador profile-card flair, private channels, early tournament-rule consultation, six-month terms, and quarterly performance review.
Coaching#
Certified coaches are vetted players who can offer paid coaching in app with platform revenue share and payment-compliance checks. Coach Mode routes to certified coaches first, profile cards show coach flair, and players can rate coaches after sessions.
Hall Of Fame#
The Hall of Fame covers tournament champions, all-time-record players, and community legends. Induction happens during the year-end retrospective. Each inductee receives an in-engine cinematic, player profile, signature highlight reel, statue, and trophy case in a Krypt-style first-person museum hub. A per-fighter wing highlights the top players for each fighter.
Pro Rotation, Surveys, And Beta#
Sponsored pro-player contracts use transparent criteria, platform revenue share, and per-region quotas. Ex-pros receive retired-pro flair.
The in-game survey widget keeps post-tutorial, post-first-ranked-promotion, and
post-launch-month prompts. PTB beta enrollment is opt-in from settings and
publishes v2.beta.enrolled.