Table of Contents
The Florensia Chiefs
Head of Support
Thyla
Language Support and Florum Moderator Chiefs
Elenari (English)
deedo06 (French)
Iraductus (German)
hyaena (Italian)
Annin (Portuguese)
Harika (Spanish)
Xcho (Turkish)
Scout Chiefs
Elenari
Fotone (dChief)
Event Team Chief
Technical Support Chiefs
Caladon
Bugreport & QA Chief
Elderwillow
Abuse Chiefs
Squenz
Toxyc (dChief)
The Florensia Team
Language Support
English
German
Scouts
English
French
German
Italian
Portuguese
Spanish
Turkish
Abuse
Florum Moderators
English
French
Italian
Fotone
German
Turkish
TALU
Ingame Support
The scout team are the team members that you can generally reach ingame. Please note that they will not be able to help you with killsteal/mobtrain/bot, etc cases. They are there to answer your questions in the shout chat and make sure no one is spamming the shout chat or insulting others. They can, however, tell you where to write an email and contact those who can help you with such problems.
You will be able to tell who is a scout or other team member by their name tag, the color of their messages in the chat and their clothes. Their names start with [Lux]/[Ber]/[Par]/[Kar] (e.g. [Lux]Elenari), their text is red in the chat and they always wear a special "costume" that is otherwise not ingame.
IRC Channels
If you, for example, have a problem with your account and cannot log in but still wish to contact team members, you can have a look in one of the following channels, depending on your language:
The following list of symbols and their meaning in our IRC channels will help you identify team members from normal players:
! - Staff members and HoS
@ - Chiefs
% - dChiefs and team members
+ - Trials
For more information on how to join the IRC channels manually, check out our forum thread.
Support Forum
You can also reach the team members in the Florum.
Please use the search function before creating topics, where the answer may already have been posted in a previous thread. This not only saves the team unnecessary work, but also helps you get the answer to your question faster than if you have to wait for someone to see your thread, read and answer it.
Ticket system
You can write tickets to the different teams via our ticket system. I will list some information about the ticket system and the different departments here. You can also read up on all this in the Florum.
Never give out your password and don't name it in any emails to us. We do not need it for our work, only the account ID. If someone asks you for your password, make a screenshot and send it to a language support team. If you ever give out your password, change it immediately and keep it to yourself.
Always make sure you send your ticket to the right department or it will just take longer for us to be able to handle the report and give you an answer. Only write us one email for one problem. We do not need numerous emails for the same thing and it will not make us answer faster. If you have more information to add to your previous ticket, just reply to the ticket ID you automatically receive after sending an email.
Language Support Teams
The Language Support Teams work mainly with the ticket system and in the Florum to answer/help with any questions/reports/problems that the users may have. This includes problems with other players, that might be disregarding the rules or problems you may have with your own account. You can also send emails to request to host/advertise Florensia on your own website or have your fansite on http://florensia.en.alaplaya.net/ to that department. In the ticket system, their department is General-?? (depending on which language).
Tickets
The Language Support Teams handle tickets regarding other players violating the rules, e.g. when they attack other user's monsters, insult others, spam any chats, harrass others, etc. Generally all rule violations ingame except bots, hacked clients and bugabuse are handled by this team.
You can also ask any questions you may have regarding Florensia that cannot be answered in the Florum or questions about your own account/punishments. If you need help with something regarding your own account/punishment, we need your account ID, character name and server.
If the problem with your account is that you were hacked, add what is missing from your account and the emailaddress with which you registered, as well as the account ID, all character names and servers the characters are on.
You may also send emails to the Language Support Teams to ask to be able to host/advertise Florensia on your website or have your fansite on Florensia's main site. Include your website link and/or description of your own fansite.
The English Language Support Team also takes suggestions from user's regarding the Florensia Mates in the Florum. If you want to suggest someone to become part of the group or suggest someone be removed from the group, please write to General-EN with the nick of the user and your reasons.
Please note that we do not discuss cases with third persons and it does not help to spam the ticket system with emails like "why was my friend banned" or "please unban my friend". We cannot give out any information about cases to people who have nothing to do with it!
Event Team
The Event Team creates, organizes and implements events for Florensians.
Tickets
You can send any event ideas you may have to the Event Team via our ticket system.
Technical Support Team
The Technical Support Team works mainly with the ticket system and in the Florum to answer/help with any technical questions/problems that the users may have regarding Florensia.
Tickets
Any technical questions or problems about/with Florensia are sent to the Technical Support Team's department.
Bugtesting Team
The Bugtesting Team's main job is to discover and test possible or known bugs in Florensia.
Tickets
If you think you've found a bug (something ingame doesn't work as it should) and you've asked your fellow Florensians in the Florum if they have a solution (don't assume it's a bug right away, we all can miss something we may have had to do to get something to work!), you can write to the Bugtesting Team via our ticket system with a detailed description of what you are trying to do, what happens and what doesn't work. If it's something in particular regarding your own account/character, name your account ID, character and server in the email. Add screenshots, if possible.
Anti-Cheats/Abuse Team
The Anti-Cheats/Abuse Team works to discover or inspect reported players that may be using 3rd party tools, bots or other illegal programs. They also investigate bugabuse cases.
Tickets
Found a bot? Think someone's using a hacked client? Someone abusing a bug? Write the name of the offending character and which server they are/were on and what exactly they were doing and our Abuse Team will have a look at it.
Applications
If you want to apply to become part of one of our teams, the email goes to our applications department.
Tickets
All the information regarding how an application should look, what information we need and what the requirements for each team are can be found in the Florum or at the bottom of this page.
Payment
Tickets about missing cash items/AP/BP are handled by this department.
Tickets
If you are missing cash items/AP/BP that you purchased (please note that e.g. money transfers take 3-5 work days, so you will not get your AP straight away), you can write to the payment department to have your case looked at. Name your account ID, character name (the one to get the cash item), server, how much AP you bought or which cash item you bought.
For now you will still have to use the actual emailaddress for the payment department. If you like, you may also use the ticket system and send your ticket to the language support teams at General-?? (depending on which language) and we will move your ticket to the payment department.
Please note that bought cash items are not in the inventory of your character. You have to click on the "cash item" tab at the bottom right of your inventory window and then drag and drop the cash item(s) from the "purchase list" window into your inventory.
Contests and Community Departments
These departments are not to be used unless explicitly advised in a thread where we have some sort of contest, event or similar going on.
Tickets
Any emails sent to those departments that should not be there may not be handled or worked on at all, as each team looks into their own department when working on tickets and not into others that aren't used for their tickets. Please do not use these departments, unless explicitly told to!
Complaints about team members
Complaints about team members abusing their powers/treating you unfairly/not acting as they should go to the chief of their own team. If you aren't sure which team that member was in, just send your ticket to the language support teams and we will either inform the chief or send your ticket to the right department.
Applications
Language Support Teams
The Language Support Teams work mainly with the ticket system and in the Florum to answer/help with any questions/reports/problems that the users may have. This includes problems with other players, that might be disregarding the rules.
Requirements
- No matter which team, a good knowledge of the English language is also required
- You have to be at least 18 years old
- You have to be available regularly in IRC and always when you are working
- You should have at least 3 hours a day, 5 days a week to work on your Florensia duties
In-game Support/Scout Team
The In-game Support/Scout Team works ingame to answer questions players may have about Florensia directly.
Requirements
- Have a good knowledge of the English language;
- Be active and smart;
- Be regularly available in IRC;
- Know that a Scout role does not lead to any advantages whatsoever;
- Know that being a team member in Florensia will not help you with other game applications;
- Remember that it’s a voluntary service but it will take all the responsibility and commitment of a real job;
- Be at least 18 years old;
- Have at least 15 hours per week to scout;
Event Team
The Event Team creates, organizes and implements/handles events for Florensians.
Requirements
- Have a good knowledge of the English language
- You have to be available regularly in IRC and always when you are working
- You should have at least 3 hours a day, 5 days a week to work on your Florensia duties
- Experience with MMORPGS is preferred but may not be necessary
Technical Support Team
The Technical Support Team works mainly with the ticket system and in the Florum to answer/help with any technical questions/problems that the users may have regarding Florensia.
Requirements
- You have to be at least 18 years old
- Have a good knowledge of the English language
- You have to be available regularly in IRC and always when working
- You should have at least 3 hours a day, 5 days a week to work on your Florensia duties
- Should have experience with MMORPGS and must have experience in the areas of technologies
Bugtesting Team
The Bugtesting Team's main job is to discover and test possible or known bugs in Florensia.
Requirements
- You have to be at least 18 years old
- Have a good knowledge of the English language
- You have to be available regularly in IRC and always when working
- You should have at least 3 hours a day, 5 days a week to work on your Florensia duties
- Experience with MMORPGS and in the areas of technologies and bugs is preferred but may not be necessary
Abuse Team
The Anti-Cheats/Abuse Team works to discover or inspect reported players that may be using 3rd party tools, bots or illegal programs or players that abuse bugs.
Requirements
- You have to be at least 18 years old
- Have a good knowledge of the English language
- You have to be available regularly in IRC and always when working
- You should have at least 3 hours a day, 5 days a week to work on your Florensia duties
- Experience with MMORPGS, with bots, macros or 3rd party tools is preferred but may not be necessary
Florum Moderator Team
The Florum moderators handle the moderation in the Florensia forum.
Requirements
- Be nice, polite and talkative
- Have a good knowledge of the English language
- You have to be available regularly in IRC and always when working
- You should have at least 3 hours a day, 5 days a week to work on your Florum moderating duties
- Experience with MMORPGS and forum moderation is preferred but not necessary
There will be no advantages for players in the support teams. Your main duty will be answering tickets, or as a Scout answering user questions ingame. You should be mature and know that we are here to help customers, not to punish them or act superior. This is a normal job like any other RL, except that you can do it from home and it is voluntary. Please treat it as such and take it seriously, as abuse of powers and/or bad behavior will not be tolerated.
If you still wish to apply, write to our Applications department. Write in the subject which team you are applying for (e.g. "English Language Support Application) and the following information in the email (if you like, add more):
1) Which team do you want to join?: Language Support (English, German, Spanish, Portuguese, French, Italian, Turkish)/Event/Technology/Abuse/Bugtesting Team?:
2) Full name:
3) Emailaddress:
4) Birth date:
5) Gender:
6) Mothertongue:
7) Spoken languages:
8) Where are you from? (Country is enough):
9) Your preferred working times:
10) Ingame nick you wish to have for your GM:
11) Why do you think we should choose you?:
The application form for the Ingame Support/Scout Team is a bit different, so when applying for this team, please use the following questionnaire.
1) Real personal data (full name, gender, birth date):
2) Your country and GMT timezone:
3) The account IDs of all the accounts you played:
4) Mother tongue:
5) Language you want to support:
6) Your English level (don’t lie, it’s not needed):
7) Your real job:
8) Your interests:
9) How long you have been playing Florensia and what do you know about the game:
10) Briefly describe why you want to become a Scout:
11) Other alaplaya games you play/have played:
12) Experiences with supporting or moderating costumers:
Please also answer the following three questions as you would give a user the answer.
- What is a pet? How do I get one and what does it do?
- What advantages will I have by playing in a party or in a guild?
- Why is my name green and my friend's name red?
We look forward to reading your applications and possibly welcoming you to our team :)
List of requirements is subject to change
