This Service Level Agreement (SLA) outlines the customer support levels you can expect while enjoying Knight Online, both as a Free2Play™ player and as a player with an active premium service package (Bronze, Gold, or Platinium). Only players who have active premium service packages at the time a trouble ticket is submitted are eligible for premium support. Below are the customer support benefits at each of the various subscription levels.
Issue Types
Free2Play™
Bronze
Gold
Platinium
Progress-impeding Issues
X
X
X
X
Major Service Issues
X
X
X
X
Payment Issues
X
X
X
X
General Issues
X
X
X
Support Privileges
Free2Play™
Bronze
Gold
Platinium
24-Hour Response
X
X
X
72-Hour Resolution
X
X
X
Issue Types
Progress-impeding Issues
A progress-impeding issue is one that prevents an individual character from progressing normally in Knight Online. For example, if you found you were no longer able to conduct trades with other players, this would be considered a progress-impeding issue.
Major Service Issues
A major service issue is one that affects a large group of players and K2 Network deems to be “game-breaking.” In the event such an issue arises, we will notify the playerbase of the issue via the Knight Online World website. At that time, we would also request that affected players submit tickets to be resolved by customer support.
Payment Issues
A payment issue is one that involves an issue with making a purchase, services and items purchased not being received, or concerns with a previous purchase.
General Issues
A general issue is one that does not fall under any of the above categories, including issues with accounts, nation transfers, name changes and gender changes.
Support Privileges
24-Hour Response
This support privilege provides for an initial response to customer support tickets within 24 hours of a request for help.
72-Hour Resolution
This support privilege provides for a final resolution to customer support tickets within 72 hours of a request for help.
