Our procedures and policy

Hi there. You’re probably more familiar with me as the annoying guy that keeps saying no to people than a blogger and for good reason: I don’t blog.

Here’s a brief rundown on how we do our work, and the attempt to maintain a structure to our support policy in the ever changing world of Project: Hazel.

Mail Support.

Let’s start with this. You file Mail Support query, pick your category and send it off. From there it goes to the volunteers queue, where the Sirus people scan it, decide if they can help or need to send it on up to us at Polaris. We have more advanced tools*, therefore we take the majority of the support queries, but many more are helped by both the expert Sirus volunteers and the average member that helps out. The community can be proud of that, many of you are not only incredibly devoted to the existing community but you also help make it better for new members.

*The reason we do not allow free access to more extensive tools to more people is simply to restrict access of critical features to a select number of people. We learned this in beta, when I created a duplicate account inside someone’s mailbox. Hey, I was new, ok?

My stuff!

Now, we have a basic policy regarding lost files, which there seems to be some confusion about. It’s very simple really, and it goes like this:

If you lose something and file a query about it, we are always prepared to believe your story. We will check every shred of evidence that we can unearth and try to deduce what happened. In some cases it’s as simple as looking it up. In others it can be impossible to find reasonable proof, after we have checked through every log page of multiple accounts owned by several different members and then capping it off by crossreferencing their IP numbers, before going home to cry.

In other words, each case is evaluated and researched to the best of our abilities. And we want to help the players. It’s much easier and much more fun than arguing about the definition of griefing.

THEN Y DONT U HAVE BETTER LOGS!!1!:

We are constantly working with Project: Hazel to better our logs and our tools. We have seen an immense change for the better in our abilities to log a multitude of account and member details. Our understanding about the problem of logging every cursor move that a member makes, each login activation, chat log, and the like can be problematic, simply because of the load such logs would be on the server. We like the server to run as smoothly as possible, as lag is our worst enemy. It’s difficult to verify and can be influenced by many factors, not all of which have anything to do with the server.

It’s not that the tools were no good before now. But as nice as the JST, as it’s called, used to be it’s getting increasingly more sleek and powerful, as new features are added and code revised.We have access to a wealth of information about members and their nefarious doings, as it were. But if we don’t have the right tool, what do we do to trace a kb of a file across the internet before it was trashed inside an email?

We periodically send feature requests to Project: Hazel and they then try to get them done as quickly as possible. Of course, the process of programming this ever advancing tool goes hand in hand with the developement of Squidwolf Syndicate so our more ambitious (or simply impossible) ideas happen gradually. Because it’s being written as we speak. Squidwolf Syndicate is a work in progress, and we are rather happy about the state of it. Personally I can’t wait to see how this community will unfold.

Please note that bug reports are not monitored and answered by the Squidwolf HARR team. The go straight to the bughunters and are evaluated by them. The bug reports can be very helpful to the dev team, especially when supported by a Log Server document.

I know there’s a hundred questions that I haven’t answered with this brief explanation, but I hope it gives some of you a better idea and understanding of why we do what we do the way we do it.

All the best,

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