Hello crew!
Here is the next installment from Cornelia:
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Dear Entropia Universe Community members,
The summer holidays are over and most people have returned to the MindArk offices. We are all looking forward to an exiting autumn with the Entropia Universe and we hope that you will join us for yet another thrilling season!
So, what’s new at the Support Department?
Well, we are expanding with further personnel starting from September 4th, to meet the increasing demand from a steadily growing Entropia Universe community. This expansion will enable us to also offer technical Support on weekends and is a first step toward our goal of providing 24-hour support.
Furthermore, we have initiated cooperation with a professional translation bureau in order to translate the Entropia Universe website into three more languages: French, Spanish and German. This project will begin at the end of September and we hope to have it finished by the end of this year. We will naturally continue offering French and German Support.
The support survey has not been forgotten. Unfortunately some priority constraints have forced us to put it on ice for a while, but as soon as we have solved these problems, we will forward the survey to you all!
To meet the request for more transparency, all support cases will soon include an ID, identifying the support member handling the specific case, which can later be used as a reference for further inquiry.
As some of you have noticed, receiving answers from the Support Department has taken unusually long the last couple of weeks. This was most regrettable. Partly this delay can be explained by the fact that we have had some substitute personnel during summer holidays, but there is also a further explanation for the long waiting times. We have noticed an increase of support tickets, which do not provide the information needed to efficiently solve the problems addressed. This slows down our work considerably. Therefore we would really appreciate it, if you could take some more time when you sit down to write your next support question. Please remember to include information such as when, what, who and how since this information is most useful for us.
We would also like to remind you of the Support Section on the website. Here you can read about current issues which might affect performance (Support News), receive instant help in resolving technical issues (Support FAQs) or check the Support Policies (which explains the work of the Entropia Universe Support Department).
Thanks for your patience and your participation in the Entropia Universe!
Cornelia Sundström
Customer Service Director
Here is the next installment from Cornelia:
--
Dear Entropia Universe Community members,
The summer holidays are over and most people have returned to the MindArk offices. We are all looking forward to an exiting autumn with the Entropia Universe and we hope that you will join us for yet another thrilling season!
So, what’s new at the Support Department?
Well, we are expanding with further personnel starting from September 4th, to meet the increasing demand from a steadily growing Entropia Universe community. This expansion will enable us to also offer technical Support on weekends and is a first step toward our goal of providing 24-hour support.
Furthermore, we have initiated cooperation with a professional translation bureau in order to translate the Entropia Universe website into three more languages: French, Spanish and German. This project will begin at the end of September and we hope to have it finished by the end of this year. We will naturally continue offering French and German Support.
The support survey has not been forgotten. Unfortunately some priority constraints have forced us to put it on ice for a while, but as soon as we have solved these problems, we will forward the survey to you all!
To meet the request for more transparency, all support cases will soon include an ID, identifying the support member handling the specific case, which can later be used as a reference for further inquiry.
As some of you have noticed, receiving answers from the Support Department has taken unusually long the last couple of weeks. This was most regrettable. Partly this delay can be explained by the fact that we have had some substitute personnel during summer holidays, but there is also a further explanation for the long waiting times. We have noticed an increase of support tickets, which do not provide the information needed to efficiently solve the problems addressed. This slows down our work considerably. Therefore we would really appreciate it, if you could take some more time when you sit down to write your next support question. Please remember to include information such as when, what, who and how since this information is most useful for us.
We would also like to remind you of the Support Section on the website. Here you can read about current issues which might affect performance (Support News), receive instant help in resolving technical issues (Support FAQs) or check the Support Policies (which explains the work of the Entropia Universe Support Department).
Thanks for your patience and your participation in the Entropia Universe!
Cornelia Sundström
Customer Service Director