Global MU Online 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 both our Free2Play™ service and our Pay-to-Play service. 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.
Free2PlayTM Support
All players with an active Global MU Online account are entitled to the following customer support levels:
Service Issues
Game-breaking issues caused by our service which affect a broad range of players on any world, including those that are Free2Play™ will be addressed appropriately by our customer support staff.
Trouble ticket submission
Individual petitions for assistance (trouble tickets) through the Global MU Online Support Page will no longer be supported from players who do not have an active Pay-to-Play subscription.
Billing Issues
However, we will support trouble tickets from Free2Play™ players who are encountering difficulty with subscribing to Pay-to-Play services.
Pay-to-Play Support
In addition to the guarantees of our SLA pertaining to Free2Play™ worlds, players with an active subscription to our Pay-to-Play world(s) also benefit from:
Trouble ticket submission
Players with an active Pay-to-Play subscription are free to submit as many trouble tickets as necessary to provide us the full details pertaining to any issues that arise during normal gameplay.
24 hour maximum response turnaround
Players with active Pay-to-Play subscriptions will have access to submit trouble tickets through the Global MU Online Support Page and will receive a response to their concern 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 within the initial response, our customer support staff will devote all our efforts to resolving the issue adequately within 72 hours of their initial request for help.
