Customer Support

To ensure the best experience for players and smooth operation of THNDR games, operators are responsible for providing first-line customer support to their players.

Player Support Responsibility

Operators should handle initial player inquiries related to:

• Gameplay questions

• Reward and deposit distribution

• Session interruptions

• General player support

If a player experiences issues related to THNDR games, the operator support team should collect basic information about the issue before escalating it.

Recommended information to collect:

• Game name

• Player ID

• Environment (Sandbox / Production)

• Description of the issue

• Time of the incident

• Game version, or a build version

• Screenshots or error messages (if available)

• Steps to reproduce the issue (if possible)

Escalating Issues to THNDR

If the issue cannot be resolved by the operator support team, it should be escalated to THNDR technical support through the designated Slack communication channel.

Providing complete information helps our team investigate and resolve issues faster.

Support Training Recommendation

THNDR recommends that operators provide basic training to their customer support teams before launching the games. This training should cover:

• Basic gameplay understanding

• Common player questions

• How to identify technical issues

• When and how to escalate issues to THNDR

THNDR will provide this training free of charge upon customer request.