War Rock Customer Support - Service Level Agreement
Our Service Level Agreement (SLA) is provided to make you aware of the customer support levels you can expect while enjoying our service, both as a Free2Play™ player and as a player with an active premium service packages (bronze, silver, or gold). We place great emphasis on the quality of our service and feel that our SLA reinforces our commitment to providing you with the best possible service.

Only players who have active premium service packages at the time a trouble ticket is submitted are eligible for premium support.

Free2Play™ Support

All players with an active War Rock account are entitled to the following customer support levels for trouble tickets submitted through the War Rock support page:

Major Service Issues - Supported
Trouble tickets regarding game-breaking issues caused by our service which affect a large number of players will be accepted and resolved appropriately by our customer support staff regardless of purchase history.*

Progress-impeding Issues - Supported
Trouble tickets regarding characters unable to progress in War Rock (i.e. unable to gain experience and/or Dinar when the customer should be eligible to)*** will be accepted and resolved appropriately by our customer support staff regardless of purchase history.

General Issues** – Not Supported
All trouble tickets submitted by Free2Play™ players that do not fall into one or more of the above categories may not be accepted by our customer support staff.

Response/resolution turnaround
We make no assurances as to the response or resolution turnaround for tickets submitted by Free2Play™ players. Players who have recently made purchases always take priority in the customer support queue.

Premium Support

Players with active premium service packages at the time a trouble ticket is submitted are eligible for Premium support. Premium Service includes the following:

Payment Issues – Supported
Trouble tickets regarding difficulty making a purchase or issues with previous purchases will be accepted and resolved appropriately by our customer support staff regardless of purchase history.

Major Service Issues - Supported
Trouble tickets regarding game-breaking issues caused by our service which affect a large number of players will be accepted and resolved appropriately by our customer support staff regardless of purchase history.*

Progress-impeding Issues - Supported
Trouble tickets regarding characters unable to progress in War Rock (i.e. unable to gain experience and/or Dinar when the customer should be eligible to)*** will be accepted and resolved appropriately by our customer support staff regardless of purchase history.

General Issues** – Supported
Players with active premium service packages are free to submit as many trouble tickets as necessary to provide us the full details pertaining to any issues that arise during normal game play.

24 hour maximum first response turnaround
Players with active premium service packages will have access to submit trouble tickets through the War Rock support page and should receive an initial response to their concern, if not a full resolution, within 24 hours of their initial request for help.

72 hour maximum resolution turnaround
While we endeavor to resolve all customer concerns with our initial response, occasionally certain factors prevent this from occurring. In the circumstance that an issue cannot be resolved with the initial response, our customer support staff’s goal is to resolve the issue adequately within 72 hours of the initial request for help.

* What does and does not constitute a “major service issue” is left to the sole discretion of K2 Network. If such an issue arises, please look for an announcement on our website requesting players to submit tickets requesting help.

** Please note that the premium service package must be active at the time the trouble ticket is submitted, not at the occurrence of the issue. This means that the issue experienced may have occurred prior to the purchase and will not be supported.