I'm just saying when a company reach a sufficient amount of players, a team should be available to handle any issues 24/7, especially when its international.
And they're currently handling it.
Yeah but they shouldn't have to, this is what i've tried to say before my comment was deleted, with a company that big, there should be another dev team in europe making sure that doesn't happen.
Has always had me wonder how the mods get updates an info so quickly, yet when you try to get game support it takes forever,
During the week we are in contact with the Community Managers. On the weekend it's a bit slower but we were able to contact the European Community Management team and have been getting update from them.
In that regard it is very easy for the developers and staff to give information to a few people to continue to spread that information but it is much slower to answer every single person individually.
In short, we simply have a bit more of a direct communication line on issues which effect all players but can not always replace support to assist in player specific problems. Make sense?
Based on the information from our European counterparts it hopefully won't be too much longer but there is no concrete ETA. Sorry but we can only assure you the servers are being worked on frantically and ask for your patience until they come back up.
I'm just saying when a company reach a sufficient amount of players, a team should be available to handle any issues 24/7, especially when its international.
I would certainly assume that they do have on-call. But when the platform has been in an outage this long during peak play times (weekends), the ability to rapidly rectify is possibly/probably outside the knowledge-base of the said on-call triage technician(s) and had to be escalated to dev-ops or higher, hence the wait.
I'm a senior escalation PoC (Point of Contact) and it's not like I sit around all weekend waiting for our lv2/3s to call me out of the blue. I'm living my life, so I might need 2 hours just to get home and VPN in to assess the issue(s).
Being aware of a problem, and being able to resolve the problem, are two different things.
I don't think being aware of the problem constitutes 'handling it'.
Has always had me wonder how the mods get updates an info so quickly, yet when you try to get game support it takes forever,
During the week we are in contact with the Community Managers. On the weekend it's a bit slower but we were able to contact the European Community Management team and have been getting update from them.
In that regard it is very easy for the developers and staff to give information to a few people to continue to spread that information but it is much slower to answer every single person individually.
In short, we simply have a bit more of a direct communication line on issues which effect all players but can not always replace support to assist in player specific problems. Make sense?
revan06100Member, NW M9 PlaytestPosts: 205Arc User
I have 2 jobs, and i work the week end as well, so no excuses, anyway that's not the point, nothing is stopping them of hiring a "backup week end team" to make sure things go fine for everyone, at any time.
But that's a matter of desire and priority, when you want something, you can get it.
I'm sure hire a second team to backup during week ends shouldn't be that hard.
Why ? do we not live in a democracy ? unallow people to say what they think is called despotism. Plus, i haven't insult or disrespected anybody, just said that other moves could have been made by them that could have avoid this.
Not sure where you live. I live in the US, which is a republic (although it is starting to lean towards the "mob rules" of a democracy). As others have said, though, on these forums such things do not apply.
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instynctiveMember, NW M9 PlaytestPosts: 1,885Arc User
@ambisinisterr, @ironzerg79 and @kreatyve .. please relay our thanks to the team for getting the servers back up so quickly... and thanks to you guys for bearing the brunt of the nerdrage.
Comments
Agreed 10/10
Yeah but they shouldn't have to, this is what i've tried to say before my comment was deleted, with a company that big, there should be another dev team in europe making sure that doesn't happen.
During the week we are in contact with the Community Managers. On the weekend it's a bit slower but we were able to contact the European Community Management team and have been getting update from them.
In that regard it is very easy for the developers and staff to give information to a few people to continue to spread that information but it is much slower to answer every single person individually.
In short, we simply have a bit more of a direct communication line on issues which effect all players but can not always replace support to assist in player specific problems. Make sense?
Based on the information from our European counterparts it hopefully won't be too much longer but there is no concrete ETA. Sorry but we can only assure you the servers are being worked on frantically and ask for your patience until they come back up.
I'm a senior escalation PoC (Point of Contact) and it's not like I sit around all weekend waiting for our lv2/3s to call me out of the blue. I'm living my life, so I might need 2 hours just to get home and VPN in to assess the issue(s).
Being aware of a problem, and being able to resolve the problem, are two different things.
I don't think being aware of the problem constitutes 'handling it'.
Kind of makes sense.
ROFL - but-tons, yep, yep, yep, yep, yep, yep, on, on ,on. This made the server going down worth it. Thank you
-Goku-
looks like servers are back
But that's a matter of desire and priority, when you want something, you can get it.
I'm sure hire a second team to backup during week ends shouldn't be that hard.
Not sure where you live. I live in the US, which is a republic (although it is starting to lean towards the "mob rules" of a democracy). As others have said, though, on these forums such things do not apply.
"...I grab my wiener and charge!" - ironzerg79