Support service targets
Every request joins the queue for its department. These calendar-time targets guide how we handle unresolved tickets; they are not guaranteed resolution times or a promise of a first response within that period.
| Department | Handling target | Requests |
|---|---|---|
| Support | 48 hours | General account and game assistance |
| Forum support | 48 hours | Forum help and reported posts |
| Ban appeals | 72 hours | Review of a recorded ban |
| Sales | 72 hours | Sales enquiries |
| Legal | 7 days | Legal enquiries and parental requests |
Your ticket
The assigned service target and deadline appear in relevant ticket emails. A request may take longer when investigation or information from you is needed. Keep replies in the existing ticket so staff have the full history. An appeal does not suspend a ban.
These internal service targets do not replace statutory deadlines or affect your rights.