Weekend Game Support Expectations

Masquerade1981

What are reasonable expectations for support during off-hours and weekends? I think it's reasonable to expect delayed responses and barebones engineering support which can limit what can be fixed during these times. I also think it's reasonable to expect at least responses from admin or community support members and for those members, when one issue has been brought up multiple times across the forums, to ask an on-call engineer to investigate - especially in the case of recently launched content or champs or releases - for a brief explanation or at least a response that says the full-staff will be required for this and we'll address Monday or in the morning.

The Game sells offers during off-hours. Content is launched during off-hours. Customers purchase resources during off-hours. It's reasonable to ask for and receive minimal support during these times. The fact that we were met with silence Saturday, Sunday, and Monday until 12pm PST is inexcusable. And whether or not this is the case, the current status of the AQ Map 6 issue gives me no confidence this issue was brought to support staff's attention until Monday at 12pm PST. With all the money we (I) spend on this game I expect a higher level of support. I don't expect people to be called in during the weekend. I don't expect large bug fixes to be pushed. I expect some small investigation and some brief communication.

Is this reasonable?

Comments

zuffy

When you have a company making millions in revenue and the game is live 24/7, there has to be minimum support 24/7.

jacboon

Well... I wouldn't open a 24/7 shop and leave it unstaffed over the weekend.

Imo, it'd definitely be worth it to avoid bearing the brunt of all the opprobrium that's festered over the course of two communication-free days.

Shadowstrike

The other thing to consider is with all of the currently known available positions at the company, maybe a lot of those positions were the weekend crew which does leave them short-handed.

Coppin

They dont even have a new content testing team... I wouldnt expect to have weekend support

Masquerade1981

The other thing to consider is with all of the currently known available positions at the company, maybe a lot of those positions were the weekend crew which does leave them short-handed.

Could be true but then… 1. Communicate that and 2. Don’t release new content during times you can’t minimally support it

unknown

This content has been removed.

Kabam Porthos

Hey @Masquerade1981, your request is certainly something we consider reasonable. This is why our Support Team works 7 days per week to address any concerns you may have.

If there's ever anything you feel requires a direct response, you should reach out to them directly. They can be contacted from the game's home screen by clicking on the gear-shaped icon in the top-left corner and then scrolling down to the button labeled "Support". Alternatively, you can contact them by clicking HERE.