Support Staff

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==Support StaffLast modified Mar. 25, 2009. See the official page for the most up to date version of this Square Enix policy.==
==What's a GM?==
Vana'diel, the stage where FINAL FANTASY XI is set, is a virtual world created by Square Enix and the players together. Just like the real world, a wide variety of things can happen-including problems players can't (or shouldn't have to) resolve through the game itself. This is where a special member of the Square Enix team comes in: the Game Master (GM). The GM's role is to facilitate players' enjoyment of the game.
===The GM's Role===
The purpose of the Game Master is to provide players with an enjoyable gaming environment.
Square Enix support staff serve the needs of our players in three categories, as explained below.
GMs support the players directly, via in-game interaction or the PlayOnline Viewer chat console. They also serve as a point of contact for issues that are best addressed by other Square Enix teams. In addition, they address player violations of in-game policies. This includes cautions, warnings, suspensions, and terminations. The Account Administration team must approve any severe disciplinary action.
The Information Center addresses account issues, connection problems, and other out-of-game issues. They deal directly with the players via telephone, email, or chat, and like the GM team they can refer issues to other teams within Square Enix as necessary.
This team oversees disciplinary actions against a player by a GM. They also review and investigate players' complaints of unfair treatment by GMs. Also, Account Administration investigates permanent account terminations.
GMs must always follow these rules in their player support role:
* Provide professional and courteous customer service.
* Convey as much information as possible to the players without disclosing any confidential information.
* Assist customers' needs to the greatest possible degree.
* Respond to players' questions and concerns in a consistent manner.
* Provide an enjoyable gaming environment for the players. 
{| border="1" width="100%" cellpadding="5" cellspacing="2"	GMs are only there to catch the "bad players".
This is not the case. Although GMs do take action against players who violate the rules of the game, the point of having GMs is to keep the gaming environment enjoyable for everyone. GMs take disciplinary action against players who violate or disrupt other players' gaming experiences.	
Calling a GM is useless; they won't help. 	
Sometimes GMs are unable to act immediately on a certain issue, but every player report is documented and investigated. We cannot promise that GMs will always take action, but we can promise that they will do everything possible to make the gaming experience enjoyable for everyone. 	
If you call a GM about something trivial, you will be punished. 	
GMs review all calls from players, no matter what the concern may be. Players cannot put themselves or their account in jeopardy by making a GM call. If you feel that a GM has not treated you properly, please contact us via email by Opinions and Complaints Concerning the GM Team. 	
GMs won't tell you anything about quests or missions. 	
GMs cannot give out hints during their interactions with players because it would be unfair to give an advantage over everyone else. However, if a GM determines that a technical problem has prevented a player from completing a quest or mission, then the GM will help. 	
==Notes==
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Category:PlayOnline Policies