Decent guide... it's unfortunate that it is necessary.
As one addition to your list of reasonable uses of the support tool, you might add that bugs and glitches are also acceptable.
I will echo the words of others, however, and suggest that you change your paragraph related to reporting players. I know you added that it is your opinion, but I think you should change it to encourage people to report bad behaviour.
I can say from experience that a single ticket has resulted in dialogue and action with OTM (I reported an account seller).
I think you are applying a narrow definition to the word support, as you are mostly thinking of technical support, or game support... but remember that support essentially means help. A student may go to a teacher for support in the case of bullying, for example.
Beyond that, OTM makes it clear that one of the support tool's purposes is to report players:
Although we cannot return traded items and gold, if you inform us via the in-game Support Tool that you may have been the victim of a scam we will investigate the individual in question, and may issue a warning to that player to return your items to you.
You can report another player for scamming by using the in-game Support Tool.
To access the Support Tool:
Log-in with the character who has been scammed.
From the Menu page (the top icon on the left-hand side of the screen), select the option which says Support.
Fill out the required details, including details of what items were scammed and the name of the player who you believe scammed you, and select Send. This will send your message to the Support team, who will take a look at your issue.
Reporting Bad Language
Any violations of our in-game policies and guidelines should be reported to the in-game Support staff for investigation. We are constantly working to ensure that our policies and guidelines are being followed in order to create a fun and safe environment for you to play the game in. You can help with this by reporting any instances of bad behaviour.
To report a player for bad language:
Go to the Menu screen when logged-in with your character.
Select the Support option.
Enter your issue, including the name of the player you wish to report for bad language.
This will create a support ticket for us to review and take the appropriate action if necessary. Whilst we may not respond to you directly, please be assured that we will investigate the issue and act accordingly.
Ongoing Harassment
If a situation occurs where an individual player has been harassing you for some time, despite your best efforts to ignore that player and avoid contact with them (using the Block Player option), and you have reported the player’s behaviour several times to us, please report the issue using the following steps:
Go to the Menu screen when logged-in with your character.
Select the Support option.
Enter your issue, including the name of the player you wish to report for harassment, the fact that this issue has been reported before, what was said, and any additional information that will be relevant to our investigation. In situations like this it is extremely helpful if you have screenshots saved on your device as evidence of the harassment, which you can then e-mail to us or send in a forum message if we require it to help with our investigation.
Our Support team will contact you and fully investigate the issue.
Please avoid posting harassment issues in the forum. Whilst we may contact you via the forum to gain more information or conduct or investigation, we ask that all players first and foremost use the in-game Support tool to report their issues.
The above quotes can be found in the articles at the top of this page:
http://www.celtic-heroes.com/forum/viewforum.php?f=69
Other than that, good job putting that info into a post.