MattScott

Hi everyone, We remain focused on resolving the backlog of open tickets and making consistent progress despite a significant uptick overall in tickets. We're currently only 2 days behind right on answering new tickets. STATS for 10/24/2025: Oldest ticket: October 20 Total Tickets in the system: 950 Unassigned Tickets: 148 Assigned Unsolved Tickets: 376 Pending Tickets: 111 (awaiting player response) STATS for 10/31/2025: Oldest ticket: October 29! Total Tickets in the system: 955 Unassigned Tickets: 139 Assigned Unsolved Tickets: 407 Pending Tickets: 133 (awaiting player response) Thanks, Matt

Hi everyone, Once again, I got a bit behind on this. STATS for 10/10/2025: Oldest ticket: October 7 Total Tickets in the system: 850 Unassigned Tickets: 128 Assigned Unsolved Tickets: 345 Pending Tickets: 90 (awaiting player response) STATS for 10/17/2025: Oldest ticket: October 13 Total Tickets in the system: 896 Unassigned Tickets: 147 Assigned Unsolved Tickets: 342 Pending Tickets: 86 (awaiting player response) Thanks, Matt

Hi everyone, We are training a new customer service agent and focusing on bringing down the queue. STATS for 10/3/2025: Oldest ticket: September 29 Total Tickets in the system: 836 Unassigned Tickets: 140 Assigned Unsolved Tickets: 333 Pending Tickets: 88 (awaiting player response) Thanks, Matt

Hi everyone, STATS for 9/26/2025: Oldest ticket: September 22 Total Tickets in the system: 824 Unassigned Tickets: 127 Assigned Unsolved Tickets: 334 Pending Tickets: 88 (awaiting player response) Thanks, Matt

Hi everyone, Highlights: We are no longer backlogged on unassigned tickets, as of this morning we are about 2 days on initial response We are busy closing the backlog on assigned open tickets. STATS for 9/19/2025: Oldest ticket: September 17 Total Tickets in the system: 875 Unassigned Tickets: 114 Assigned Unsolved Tickets: 331 Pending Tickets: 90 (awaiting player response) Thanks, Matt

Hi everyone, Super behind on this. We have hired more staff for CS as of September 1. STATS for 9/12/2025: Oldest ticket: September 1 Total Tickets in the system: 892 Unassigned Tickets: 22 Assigned Unsolved Tickets: 494 Pending Tickets: 133 (awaiting player response) Thanks, Matt

Hi everyone, STATS for 8/1/2025: Oldest ticket: July 22 Total Tickets in the system: 644 Unassigned Tickets: 100 Assigned Unsolved Tickets: 321 Pending Tickets: 15 (awaiting player response) Thanks, Matt

Hey everyone, Apologies - I missed a couple weeks. We have been super busy internally prepping the next couple of big releases. Totally my fault for letting this drop off my radar. STATS for 7/18/2025: Oldest ticket: July 10 Total Tickets in the system: 645 Unassigned Tickets: 64 Assigned Unsolved Tickets: 193 Pending Tickets: 36 (awaiting player response) STATS for 7/25/2025: Oldest ticket: July 16 Total Tickets in the system: 561 Unassigned Tickets: 57 Assigned Unsolved Tickets: 219 Pending Tickets: 27 (awaiting player response) Thanks, Matt

Hi everyone, I want to let everyone know that we are aware of how awful the EU networking has been. For the last week, our primary network provider has been getting hammered into the ground by very large (1.5T) DDoS attacks. They aren't the only ones. Most of Europe and other regions have also been hit with these large scale packet floods, and it has affected a lot of sites. While Little Orbit has Anti DDoS protection that we route all of our game traffic through. But currently if our primary network provider's network gets saturated with attacks, then we still go offline. I am finalizing a new upstream provider with much larger capacity, better routes throughout Europe, and end to end Anti DDoS protection. I am hoping that we can get this new solution in place over the coming days to help stabilize the game. Thanks for bearing with us, Matt

Hi everyone, STATS for 7/4/2025: Oldest ticket: June 30 (tickets are running at about a 4-5 day wait) Total Tickets in the system: 459 Unassigned Tickets: 57 Assigned Unsolved Tickets: 265 Pending Tickets: 44 (awaiting player response) Thanks, Matt

Hi everyone, STATS for 6/27/2025: Oldest ticket: June 23 Total Tickets in the system: 398 Unassigned Tickets: 86 Assigned Unsolved Tickets: 209 Pending Tickets: 44 (awaiting player response) Thanks, Matt

Hi everyone, STATS for 6/20/2025: Oldest ticket: June 19 Total Tickets in the system: 447 Unassigned Tickets: 5 Assigned Unsolved Tickets: 212 Pending Tickets: 77 (awaiting player response) Thanks, Matt

Hi everyone, STATS for 6/13/2025: Oldest ticket: June 13 <-- NO BACKLOG! Total Tickets in the system: 640 Unassigned Tickets: 0 Assigned Unsolved Tickets: 215 Pending Tickets: 64 (awaiting player response) If you have created a customer support ticket and not received a response, I encourage you to check your spam filter or reply to the current ticket and ask for an update. Thanks, Matt

Hi everyone, STATS for 6/6/2025: Oldest ticket: May 27 Total Tickets in the system: 528 Unassigned Tickets: 140 Assigned Unsolved Tickets: 428 Pending Tickets: 258 (awaiting player response) There was a sizable jump in trouble tickets this week due to the network outage. We have fixes for players unable to get into the game, so I hope to clear those fairly rapidly. Thanks, Matt

Hi everyone, We have the fix. Everything has been deployed internally and we are just doing final testing. Thanks, Matt