Origin Reports TEMPORARY support change

[Borg]

Shrouds, Advanced Characters, and Character Name Changes Feb 26 2003 11:10AM CST (GMT -06:00)

While some players are having the time of their life with Age of Shadows customizing their homes, exploring Malas, and raising the dead, others have run into snags that require the help of our in-game support to resolve before they can continue to play. We have the staff to solve these problems, but as anyone who has submitted an in-game HELP request recently knows, our in-game support staff is currently stretched to their limit, due to a combination of the influx of new players and the recent server instability, which our development team has been working around the clock to resolve.

We want to address every issue for every player, but we're seeing two major problems:

(1) The number of calls is currently greater than the number our staff can take

and

(2) Every time we see a shard revert of any duration due to the server instability, we have to take care of many of the calls all over again, which is causing some people to have to call in for the same issues more than once.

With this in mind, we're enacting a temporary change to help reduce the Help queues down to more manageable levels. Of our current top call generators, those which have the least immediate impact on a player's enjoyment of the game are Hooded Shrouds of Shadows recovery, Advanced Character creation, and Character Name Changes — all of which require assistance from Game Masters. Please understand we don't think these services are unimportant, but our top concern is ensuring that people can log in and play the game, which puts the "blackholing" issue and any other "stuck" problems at the top of the list for support calls.

If you're eligible for the Shroud and have not yet claimed it, you can still enter your Hooded Shroud of Shadows Redemption Code manually and redeem your code through the help menu, and any Advanced Characters or Character Name Changes already paid for will still be addressed.

The change is this: If you lose your Shroud due to a time warp or want to purchase an Advanced Character or Character Name Change, you will be asked to wait until our Help queue is under control and all game-stopping and time-sensitive issues have been addressed.

For anyone concerned about not getting a Shroud replaced before the previously stated deadline of March 31st, GMs will continue helping recover Shrouds lost to shard issues beyond the normal deadline to ensure that no one misses out on getting their shroud.

Again, these are not permanent changes. The goal here is simply to resolve the most serious issues in a reasonable period of time. We appreciate your patience and understanding and plan to resume full services as soon as conditions permit.