# V2 Support, Ambassadors, And Hall Of Fame

V2 uses a single community-ops contract for customer support, player feedback,
ambassadors, certified coaching, pro-player rotation, Hall of Fame induction,
survey prompts, and PTB beta enrollment.

## Support Portal

`apps/v2/web/support/` provides ticket creation, status tracking, ticket
history, knowledge-base search, feedback intake, live-chat routing, ambassador
application staging, certified coach discovery, Hall of Fame preview, and PTB
opt-in state.

Settings expose `Settings.Account.SupportPortal` as the in-game shortcut and
`Settings.Account.PTBBetaEnrollment` for public test branch enrollment. Console
users route to tickets at launch; PC and web can use live chat.

## Ticket Priority

| Tier     | Examples                                       | First response | Target resolution | Coverage                            |
| -------- | ---------------------------------------------- | -------------- | ----------------- | ----------------------------------- |
| critical | lost account, refund dispute, harassment       | 1h             | 24h               | 24/7                                |
| high     | ban appeal, cheat report, payment failed       | 8h             | 72h               | regional hours plus escalation rota |
| normal   | cosmetic loss, friend-list bug, UI bug         | 48h            | 14d               | regional business hours             |
| low      | feature request, general question, typo report | 7d             | tracked           | regional business hours             |

Every ticket stores category, priority, region, locale, channel, history, and
evidence links. Critical tickets wake the 24/7 rota.

## Coverage

Support hours cover NA, EU, JP, KR, LATAM, SEA, India, and MENA with 24/7
priority-one coverage. Launch agent locales include English, French, German,
Spanish, Brazilian Portuguese, Japanese, Korean, Traditional Chinese, Arabic,
and Hindi.

The knowledge base is searchable and per-locale. Account recovery, platform
refunds, harassment escalation, and rollback-network troubleshooting are launch
articles.

## Feedback

Feedback enters through the in-game survey widget, web form, and bug reporter.
Entries are categorized, searchable, and tagged by feature. Feature tags link to
Canny voting so product, design, balance, and live-ops teams can trace public
requests back to concrete surfaces.

## Ambassadors

Ambassadors apply through the support portal and are vetted before receiving
forum, Discord, or Reddit moderation permissions. The program uses the public
code of conduct, transparent escalation procedures, per-region / per-language
coverage, ambassador profile-card flair, private channels, early tournament-rule
consultation, six-month terms, and quarterly performance review.

## Coaching

Certified coaches are vetted players who can offer paid coaching in app with
platform revenue share and payment-compliance checks. Coach Mode routes to
certified coaches first, profile cards show coach flair, and players can rate
coaches after sessions.

## Hall Of Fame

The Hall of Fame covers tournament champions, all-time-record players, and
community legends. Induction happens during the year-end retrospective. Each
inductee receives an in-engine cinematic, player profile, signature highlight
reel, statue, and trophy case in a Krypt-style first-person museum hub. A
per-fighter wing highlights the top players for each fighter.

## Pro Rotation, Surveys, And Beta

Sponsored pro-player contracts use transparent criteria, platform revenue share,
and per-region quotas. Ex-pros receive retired-pro flair.

The in-game survey widget keeps post-tutorial, post-first-ranked-promotion, and
post-launch-month prompts. PTB beta enrollment is opt-in from settings and
publishes `v2.beta.enrolled`.