Game Moderator Interaction Penalties Policy
At some point during your travels in OverSoul, you may interact with a Game Moderator (GM) for one reason or another. Whether the reason for this interaction, it is important to be sure you are speaking to a real GM.

There are two methods by which a GM may contact you: In-Game Chat Interaction, "In Person" Interaction:

In-Game Chat
Most often, GMs will contact you in-game via whispers. You can tell whether or not the person contacting you really is a GM by the character names they use. On occasion, a GM will need to make him or herself visible when contacting you. Visible GMs can be identified by the character they use.

"In Person"
Other times, the GM or the Support team may also request a call from the player to discuss the case in detail. All event character belongs to one sect only.

Game Moderator and Player Interaction Policy
Once you have established that you are communicating with an in-game representative of Z-Zone, we expect you to conduct yourself in an appropriate manner. We understand you may be upset about the topic being discussed, but we should remember that the reason for initiating this communication is to try to resolve an issue and not to make it worse.

For this reason, we have made guidelines on how to properly interact with a GM. If a player is found to have violated any of these categories, he or she may be temporarily suspended from the game.

Impersonating a GM
Some players will attempt to use the GMs' authority to take advantage of others. All GMs will contact players using one of the methods detailed above. If they do not appear this way, they are not official Z-Zone employees and should be reported to the GM staff. Though we have little tolerance for impersonation in any capacity, if evidence of an attempt to use this impersonation to defraud or scam another player is found, serious action will be taken.

IMPORTANT NOTES ON THIS: All OverSoul GMs and Z-Zone created characters will NEVER under any circumstances ask you for your password. Nor will they offer items for PHP or Prepaid Load. If a character claims to be a GM and offers you items for PHP or PREPAID LOAD, take a screenshot of the offer and immediately contact the GM on duty and report the scammer.

Unless part of an OFFICIAL PROMO, the GM characters will NOT upgrade player's armor or weapons. Scammers are known to promise to upgrade weapons or armor for players and then run away with the items after they obtain the item.

Defrauding or Attempting to Defraud a GM
If an attempt was made to defraud a GM, appropriate actions will be taken against the offending player. Defrauding includes, but is not limited to, impersonation, providing false information, or any attempt to "trick" a GM.

Disobeying or Ignoring GM Instructions
At times, a GM may ask a player to perform certain actions or refrain from performing other actions. Aside from these, a GM may also contact you regarding a violation of policy. When any of these occur, the GMs are attempting to preserve the enjoyment of the game for the majority of players and any interference with this work may result in an account penalty.

Harassing the GM or any Z-Zone Staff
Time spent dealing with issues that have already been closed keeps the GM staff from addressing other players' pressing issues. If a single player or multiple players repeatedly send abusive or multiple petitions on the same closed issue to the GM and/or staff, they will be asked to stop, and if they continue, they may receive an account penalty.

Use of Abusive Language
A player contacting the GM and/or Z-Zone staff might be upset over an issue or an experience they had in the game. However, the use of abusive or foul language directed toward the GM and/or Staff is inappropriate and unproductive. If a player uses this type of language when communicating with a GM, they will be asked to stop, and if they continue, they may receive an account penalty.

FUNCTIONS AND DUTIES OF A GM (Game Moderator)
What your friendly GMs can do for you:

• GMs will do their best in answering questions and handling complaints or immediate concerns that users may have in-game only.
• GMs are to respond in a polite and professional manner.
• GMs are to oversee events or quests in-game.
• GMs may kick from the game the players that violate the OverSoul Policies and Code of Conduct depending on the severity of the violation.

What your friendly GMs cannot do for you:

• GMs cannot and will not participate in any party or guild. They cannot and will not "tank" for or provide "buffs" to players, unless it coincides with an event or promotion that requires them to do so.
• GMs cannot and will not give players items, potions or gold (trading with players is not allowed) unless it is part of an event or promotion.
• GMs cannot and will not give out extra Experience Points to players, unless it is part of an event or promotion.
• GMs will not give special treatment to any player or specific group of players. GM's are to be impartial, unbiased, and objective within the scope of their responsibilities and judgment.
• GMs do not make unnecessary appearance to players.
• GMs do not and will not give any special summon unless events required it.

Be advised that the Game Moderators are different from Z-Zone created characters. Game Moderators are the ones that monitor all in-game activities while Z-Zone characters are created to perform specific tasks that are assigned to their roles.

Z-Zone characters will not, under any circumstance, reply to any reports or complaints filed to them. Complaints and reports will have to be sent directly to the OverSoul Helpdesk. In addition, initiating a trade to solicit items and sending private messages to these characters can be considered as harassment and will be dealt with accordingly based on the rules and policies stated.

Game Moderators are taking extra efforts to reply to queries promptly. However, keep in mind that Game Moderators could be handling several complaints at the same time, and that patience must be exercised when waiting for a GM to respond to your query.

The Game Moderators will not respond to your queries, when:

• A player asks if he/she can ask a question.
• Attending to an on-going event on a different server.
• GMs will not reply to questions related to quests, item manufacturing information, and level updates. This information is readily available to all players through the in-game help buttons and on the website through the OverSoul Game guide.
• GMs will not entertain any inquiry or status of their filed reports on Helpdesk, they can be asked on how to file a report thru Helpdesk but not inquiring about the reported case.

IMPORTANT
Repeatedly violating any area of the Terms of Agreement (ToA), including the areas detailed above, will often result in temporary suspension from the game.

It is important to follow these guidelines in the immediate situation when dealing with a GM. A GM will never ask you to do anything that would compromise an account or its contents. Though the GM's motives may be unclear, there may well be a valid justification for the request, but the GM may be unable to articulate this for various reasons.

When this happens, please cooperate and later express your concerns through the OverSoul Support Helpdesk. Reports sent to this address go directly to the Senior and Lead GMs, who will investigate and address any instances of potentially inappropriate GM actions.

GMs will make every attempt to show you the respect you deserve as a valued customer. We ask that you, in turn, show us the same respect. We take no joy in assigning account penalties, but sometimes must do so to preserve the integrity of the service. We look forward to our interactions with the players and hope to resolve issues quickly and painlessly so you can get back to enjoying the game.