Neela (atys)
Nonsense, that's not even remotely a valid excuse. Where does it state in a SLA that support is provided Mon-Fri 9-5? Where does it state that responses will take more than X amount of time? They are providing a product/service (the game) 24-7 so support should also be 24-7. Being on the web is NOT a valid excuse for poor/slow customer service. If you are not providing 24-7 support, you have to state that in an SLA or in an auto-reply to an email*. It's called proper customer service and managing expectations.
Hm i think you got something wrong. By your account you gain the right to play on the server. Nothing more. As you sayed before support is a SERVICE provided by volunteers an WG. So theres no way to provide support 24/7.
And to the multi account thing... I just see it like cars. You can have 10, registrated and payed for all. But you will never ever convice a police officer in your country that this means you are allowed to drive two or more at the same time :D (would be a funy picture see guys jumping from one car inside the other while driving and back)
Even if there is no explicit law against it ^^
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AzaraelKeepers of Darkness