커뮤니티 게시판 글상세

Operating policy

1. Introduction

This Operational Policy outlines the guidelines and procedures for managing, maintaining, and publishing Rasalas under LEPOR GAMES Co., Ltd. It ensures consistency, security, and compliance with industry standards while providing a high-quality gaming experience for players for both PC and Mobile.

2. Objectives

• Ensure smooth and secure game operations.
• Maintain fair play and enforce anti-cheat measures.
• Protect player data and ensure privacy compliance.
• Provide timely updates, patches, and customer support.
• Manage in-game economies and virtual transactions ethically.

3. Roles & Responsibilities

a. Development Team

• Develop, test, and deploy game updates and patches.
• Monitor and fix bugs, exploits, and performance issues.
• Implement security measures to prevent hacking and cheating.

b. Live Operations Team

• Monitor server stability and performance 24/7.
• Schedule and execute maintenance windows with minimal downtime.
• Manage in-game events, promotions, and updates.

c. Customer Support

• Respond to player inquiries, complaints, and reports within 24 hours.
• Investigate and resolve account-related issues (hacking, fraud, disputes).
• Enforce Terms of Service (ToS) and Community Guidelines.

d. Community & Marketing Team

• Engage with players via forums, social media, and newsletters.
• Announce updates, events, and policy changes transparently.
• Handle public relations and crisis communication.

e. Security & Compliance Team

• Ensure compliance with data protection laws (GDPR, COPPA, etc.).
• Monitor and prevent fraudulent transactions (RMT, chargebacks).
• Conduct regular security audits and vulnerability assessments.

4. Server & Game Operations

a. Server Maintenance

• Scheduled maintenance must be announced at least 12 hours in advance.
• Emergency maintenance requires immediate notification via in-game alerts and social media.
• For standard maintenance, efforts should be made to complete the downtime as quickly as possible.

b. Patch & Update Deployment

• Major updates require a test server (PTS) for player feedback.
• Critical bug fixes should be deployed via hotfixes within 24 hours.
• Version control and rollback procedures must be documented.

c. Data Backup & Recovery

• Daily backups of player data and server logs.
• Disaster recovery plan must be tested quarterly.
• Player data and server logs must be backed up regularly.

5. Player Account & Fair Play Policies

a. Account Security

• Strong password policies and optional 2FA (Two-Factor Authentication).
• Account restoration requires identity verification.
• Banned accounts may appeal within 30 days.
• Depending on the severity of the case, an immediate permanent ban may be enforced.

b. Anti-Cheat & Exploit Prevention

• Automated detection systems for bots, hacks, and exploits.
• Manual review of suspicious player activity.
• Penalties: Warnings → Temporary suspension → Permanent ban.

c. In-Game Economy & Monetization

• Virtual currency and microtransactions must comply with regional laws.
• No pay-to-win mechanics that disrupt game balance.
• Refund policies must be clearly stated for premium purchases.

6. Customer Support & Dispute Resolution

• Support tickets must be categorized and prioritized (Critical > High > Normal).
• Fraudulent chargebacks may result in account suspension.
• Disputes between players (scams, harassment) require evidence-based resolution.

7. Compliance & Legal

• Adherence to ESRB, PEGI, and regional content regulations.
• Transparent loot box odds (if applicable) as per legal requirements.
• Data retention policy: Player logs stored for 6 months (unless legally required longer).

8. Crisis Management

• DDoS attacks: Immediate server mitigation and player communication.
• Data breaches: Notify affected users within 72 hours.
• PR crises: Official statements must be approved by legal and executive teams.

9. Policy Review & Updates

• This policy will be reviewed annually or after major incidents.
• Employees must acknowledge updates via internal training.