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Game Operations Team

earnway.io Platform Game Operations Team Responsibilities and Obligations Guidelines

1. Core Operational Responsibilities

Service Stability 
  •  Ensure 24/7 stable operation of game servers, with immediate response to crashes or critical bugs. 
  •  Monitor server load and network latency, optimizing infrastructure to guarantee player experience. 
Content Management 
  • Plan and execute version updates, events, and new content releases according to preset schedules. 
  • Maintain game data accuracy (e.g., item attributes, rule descriptions) and promptly correct errors. 

2. Player Support & Community Management

Service Standards 
  • Respond to player inquiries/complaints within 2 hours (critical issues) and 24 hours (general issues). 
  • Manage in-game reports (cheating/harassment) and provide feedback within 48 hours. 
Community Engagement 
  • oster positive community interaction on official channels (forums/social media). 
  • Organize player surveys and focus groups to drive product improvements. 

3. Event Operations & Economy Balancing

Event Execution 
  • Design events with clear rules and rewards; conduct pre-launch testing to prevent exploits. 
  • Monitor real-time event data and implement hotfixes for imbalances. 
Virtual Economy 
  • Track currency/market trends and adjust drop rates/pricing to prevent inflation/deflation. 
  • Audit in-game transactions daily to block fraudulent activities. 

4. Compliance & Security

Regulatory Adherence 
  • Implement real-name verification and anti-addiction systems as required by law. 
  • Disclose loot box probabilities and comply with regional gambling regulations. 
Security Protocols 
  • Conduct weekly vulnerability scans; report breaches to authorities within 24 hours. 
  • Isolate compromised accounts during investigations. 

5. Data-Driven Optimization

Performance Metrics 
  • Analyze DAU/retention/payment conversion daily; report anomalies to product teams. 
  • Conduct A/B tests on feature adoption and monetization models. 
Competitor Intelligence 
  • Benchmark against rival products monthly and propose countermeasures. 

6. Cross-Team Collaboration

Development Coordination 
  • Document bugs with reproducible steps; prioritize severity with tech teams. 
  • Validate fixes before deployment via staging environments. 
Marketing Synergy 
  • Provide real-time player feedback for campaign adjustments. 
  • Jointly design login rewards for user acquisition promotions. 

7. Ethical Operations 

Transparency 
  • Disclose maintenance schedules ≥12 hours in advance with compensation plans. 
  • Never manipulate matchmaking to force player spending. 
Player Protection 
  • Refund verified accidental purchases within 72 hours. 
  • Ban accounts for toxic behavior with explicit violation evidence. 

Accountability Scope 

  1. The team is liable for operational errors (e.g., erroneous item deletion) but not for losses caused by player misconduct.
  2. Mandatory escalation to legal team for:
    • Government compliance inquiries
    • Class-action lawsuit threats
    • Cross-border data transfer requests 

 

Effective Date & Amendments 

Implemented upon publication. earnway.io may revise terms to align with policy/technical changes. The team undergoes quarterly compliance audits by an independent third party.

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