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Aijle Mijleroff
Infernal Laboratory Infernal Octopus
57
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Posted - 2016.03.15 00:24:31 -
[1] - Quote
Hello,
I wrote petition March 5, today March 15 and I not have answer. A petition was written in English. So, all GM died or what? I always thought that a petition must meet 2 days after its writing.
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Aijle Mijleroff
Infernal Laboratory Infernal Octopus
57
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Posted - 2016.03.18 03:54:32 -
[2] - Quote
GM answered me March 17 and after some discussion I have created bug report EBR-73181 |
DeMichael Crimson
Republic University Minmatar Republic
53574
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Posted - 2016.03.18 06:03:17 -
[3] - Quote
Gratz on getting an answer to your Support Ticket (petition).
Length of time for getting an answer depends on the type of Support Ticket submitted as well as the amount of tickets already in queue before it.
I believe "Mission In Progress / Stuck Character" tickets get first priority and are answered very quickly, usually within 15 minutes to 2 days. Course tickets in that category will take much longer to answer if there's been a lot of tickets submitted within a very short period of time, such as right after a game patch that causes PvE content to become buggy.
Some Support Tickets can take from 2 to 3 weeks to get an answer. Just remember not to create another Support Ticket asking about the original ticket since that will cause more delay.
By the way, you can always add more info or questions by posting another reply to the original Support Ticket if needed.
DMC
'The Plan' | California Eve Players | Proposal - The Endless Battle
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ISD Max Trix
ISD Community Communications Liaisons
201
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Posted - 2016.03.18 13:08:42 -
[4] - Quote
CSM X Summit II Minutes wrote: GM Grave opened the meeting with an overview of what they've been doing over the last year. He showed some graphs for how well and how quickly tickets have been responded to. The satisfaction rating is very good, but the waiting time is not good at this time, with too many tickets taking more than a day to be answered. CS has had a few issues dealing with some live incidents and holidays. At this time, the average response rate for complex issues take 2-3 days. 32% of tickets take less than an hour to solve, while 47% of tickets take more than 24 hours. Mike asked how old the oldest ticket in the system is, with the answer being several months. GM Grave pointed out though that those tickets are not the first response, and are generally those escalated to the lead GMs, and are highly complex issues sometimes even involving development. He then added that generally the longest waiting times are about a week. Sugar stated that she hears people saying "my ticket has been waiting for a few weeks". GM Grave explained that sometimes tickets are misfiled, and find their way into some non-CS queues such as the Security team queue. He added that in most instances where the waiting time is excessive, some compensation is granted especially if there is an issue that prevents the player from playing.
With the issues stemming from the server move, the ticket que is rather large at the moment.
Thread Closed.
ISD Max Trix
Lieutenant
Community Communication Liaisons (CCLs)
Interstellar Services Department
I do not respond to Evemails.
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