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Omertane

Meet the team

The Team

Who runs the city, what each role can and cannot do, and who answers when you write to support. Every team member plays under a normal account and wears a role badge next to the name.

The hierarchy

Three roles, one chain of command

From the top: the Community Manager, the Game Administrators and the Game Moderators. Nobody can act on someone of the same or a higher rank, and nobody can act on themselves.

  1. Community Manager

    Community Manager

    Runs the community and the platform. Final word on appeals, complaints and the rules.

    Appointed bySet from the server console only; never from the admin panel.

    What they can do

    • Everything a Game Administrator can do.
    • Appoints and removes Game Administrators and Game Moderators.
    • Runs game events, feasts, dev logs, the help center and the website settings.
    • Reads the full audit log and the analytics.

    What they cannot do

    • Cannot act against themselves.
    • Cannot be appointed or removed from the admin panel.
  2. Game Administrator

    Game Administrator

    Senior moderator. Decides appeals, handles complaints about the team and applies the longest sanctions.

    Appointed byThe Community Manager.

    What they can do

    • Everything a Game Moderator can do.
    • Mutes and suspends for any length, up to five years, and bans permanently.
    • Decides ban appeals and reads complaints about the team.
    • Publishes in-game announcements and appoints or removes Game Moderators.

    What they cannot do

    • Cannot change the economy, grant resources or gold, or edit another player’s city.
    • Cannot act on a Game Administrator or the Community Manager.
  3. Game Moderator

    Game Moderator

    The first person you meet. Answers tickets and keeps the chats and the map orderly.

    Appointed byA Game Administrator or the Community Manager.

    What they can do

    • Answers support tickets in every category except ban appeals and complaints about the team.
    • Sends warnings, mutes for up to 24 hours and suspends for up to 1 hour.
    • Escalates a ticket to a Game Administrator when it needs more authority.

    What they cannot do

    • Cannot ban permanently or suspend for longer than 1 hour.
    • Cannot decide appeals, read complaints about the team or see e-mail addresses.

Right now

Who is on the team

The current members, straight from the game. Open a name to see their public profile.

Loading the team…

Escalation

How a ticket travels

Open a ticket from Support and it follows the same path every time.

  1. You write to Support

    Choose a category, describe the problem and send it. You get a reference like OM-XXXXXX and every reply by e-mail.

  2. A Game Moderator picks it up

    A Game Moderator claims the ticket, answers it and closes it when it is solved.

  3. A Game Administrator takes over

    If the case needs more authority, the Game Moderator escalates it. Ban appeals and complaints about the team go straight here and never reach a Game Moderator.

  4. The Community Manager has the last word

    Anything a Game Administrator cannot settle, or a complaint about a Game Administrator, ends with the Community Manager.

Open a support ticket

Our promise

What the team will never do

  • Ask for your password, in the game, in a ticket or by e-mail.
  • Act against themselves or against someone of the same or a higher rank.
  • Compete with you: by default team accounts are left out of the rankings and cannot become neighbourhood master.
  • Act in secret: every team action is recorded permanently in an audit log that cannot be edited.