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AO Basher has conducted an interview with Tor Andre Wigmostad, Customer Support Manager for Anarchy Online. Here are two questions about support and the answers:
Sion: Can you tell us how many people are working on the Anarchy Online team?
Tor Andre: At the moment, close to everybody that worked on the game during production is still focusing on the game. When we have solved the major problems there will be a smaller live team continuing to make game enhancements and fix minor bugs. There is a lot of people working on Anarchy Online! Right now, all of our resources are still going into fixing problems the players are experiencing. One thing I know a lot of players have been asking about, why aren't we solving the most frustrating bugs first? The reason is, we have a large team of programmers which are working on different parts of the code. This means people are working in parallel. Sometimes, this means smaller bugs are squashed before larger issues can get taken care of.
Sion: Because Funcom is only providing support through e-mail, how are these e-mails being responded to? Is there a support team in place that specifically handles these e-mails?
Tor Andre: Yes, we have a support teams working 24/7, both in Oslo and North Carolina. They have been behind on Support mails for a while, but there has been improvements over the last few days. All e-mails have received either a personal reply or what we call a bulk-mail, automated response. The bulk-mail response is in place to answer the majority of support questions, this gives us more time to handle unique problems. When a player responds to the automated e-mail, they are automatically assigned to a specific support representative in the department. At the moment, most e-mails should receive a personal response. Support e-mail replies take about one day for account questions up to a few days for technical questions. | | Source: RPGVault |
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AO: Interview with Tor Andre Wigmostad
