FACEIT Support Options
What kind of support do we offer?
There are currently two ways to seek assistance on our platform.
The first is via Live Chat (Tech Support); located within our match rooms and accessed by team captains. This service offers real time live support for matches set up on the platform.
The other is to submit a support ticket to our dedicated Customer Support team.
What is Tech Support?
Tech support is a Live Chat support system provided to assist players in regards to technical issues during a live match on the platform.
This support option is used only for technical issues with matches, server issues, tournament problems, etc. They do not handle reports of trolling/griefing, cheating, etc.
The support is provided by volunteers who want to help and contribute to the community. These volunteers are players just like you who want to help the community matches to run smoothly and fix any issues with live matches.
Captains can contact us by clicking on the "Support" button, located in the drop down of the main title of the event on the top left of the match room page and then choose the "Live Chat" button on the bottom right of the drop down menu. You will then be able to speak to a Live Tech Admin to resolve the issues with your match.
Who are Customer Support?
A team of full time Customer Support representatives, specialists and experts who are here to provide the best support/experience possible to all users on the platform and are skilled in handling every type of enquiry.
Support SLA - We aim to answer every ticket within 24-48 hours ( please note we do prioritise tickets to help people who can't access their account or our services )
Premium support SLA - We aim to answer every ticket within the hour during business hours and 12 outside of business hours.
We are currently located in London.
Our subreddit can be used for assistance immediate games stopping issues.
We also welcome feedback and discussion!
Our subreddit can be found here: https://www.reddit.com/r/FACEITcom/