1. Purpose
Give staff a repeatable process for supporting Arcade Empire customers without guessing or changing backend logic unnecessarily.
2. When to use this process
Use it for secure-download questions, installer issues, import issues, mobile layout questions, player profile issues and leaderboard display reports.
3. Staff role responsible
Account staff verify purchase/download access. Technical staff review installer, import, database and UI issues.
4. Step-by-step procedure
Confirm purchase and version, confirm secure download access, check install path, confirm database credentials, ask for the exact import source and test whether public games, profile pages and leaderboard pages load.
5. Quality checks
Do not add fake games, fake users or fake scores while diagnosing a customer issue. Use the real customer data and package version.
6. Escalation rules
Escalate installer loops, database import failure, provider import errors or leaderboard/profile backend issues with exact files, screenshots and logs.