# 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 <a href="#a3cc7a55-c6b4-4829-8e1e-6c812418e758" id="a3cc7a55-c6b4-4829-8e1e-6c812418e758"></a>

Operators should handle initial player inquiries related to:

* Gameplay questions
* Reward and deposit distribution
* Session interruptions
* General player support<br>

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 <a href="#id-5a1bd175-901d-4970-b2e5-1992e56bd047" id="id-5a1bd175-901d-4970-b2e5-1992e56bd047"></a>

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 <a href="#dd582140-6e77-4bcb-b59f-c9ec11ce67a9" id="dd582140-6e77-4bcb-b59f-c9ec11ce67a9"></a>

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<br>

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


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