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Maintenance Aftermath II

Thursday, May 22, 2008 by Bea

Source: http://ge.iahgames.com/news/newsArticle.aspx?id=396
Dear all,

Please let us clarify happened over the past weeks.

We have noted all the posts written by you guys with regards to the following issues and we would like to address them one by one:-

1. Botting Issue
Over the past weeks, we have actively banned and suspended more than 500 RMT offenders who have stored huge amount of VIS ill-gotten from botting. We have realized that it is not efficient to be simply banning the botters, we had to look at the root of the problem. This is an on-going battle, and we did not spare resources in fighting it.

2. Duping Issue
The entire issue was logged, investigated and escalated to IMC almost immediately when it was reported. We take this very seriously and have tried to re-surface the process many times. However, both IMC and IAH have not been able to re-create the duplication bug. I plead with anyone with actual steps and have successfully performed the bug to PM me directly. We will not take any action against your account once we verify you as a bug reporter.

3. Lengthy & Extended Maintenance
Having a lengthy maintenance does not benefit IAH at all. We deploy a huge group of engineers to work around the clock in order to shorten each of the maintenance. Each of the maintenance are planned with tasks lined up properly. However, managing 300 servers requires time and effort. The previous 36 hours maintenance was performed at the recommendation of our partners and it was aimed at optimizing the network structure. Though the process was rehearsed and planned, certain issues arised in the midst, out of our expectation. (It absolutely tore the hearts of these engineers that despite their sleepless 36 hours of toil, IAH is still deemed to be giving up on GE.)

4. Connection Issues
We encountered this connection problem more than 2 weeks ago. All available details have been shared with the developer and they are helping us to look into it. We also performed checks on our side to ensure that it is not related to bandwidth and ISP issues. We felt absolutely helpless answering all the tickets sent in with regards to the issue. We apologise sincerely to these players who are interrupted in their game play.

5. Sending complaint emails to management or other related authorities
With each of the emails you guys submitted, our team have to prepare a reply and answer to the relevant parties. To be honest, we would rather be putting all our efforts in helping to resolve these issues at hand.

As the management of the game, we have invested endless hours and effort into making the game a better one. If we have failed in our attempts, then we seek to do better by trying harder again. We do need your constructive feedback, if you know what I mean.

Team G.E


Kindly report your immediate technical concerns by logging in here: http://ge.iahgames.com/Site/Content.aspx?Id=60 and by providing the ff. details:

Sample Format
User account name: veya143
Server name: Vivaldi
Exact time of bug occurred: 23:34 18th May 2008
Place of issue: Barrack >> City of Auch in channel 1

This is for faster transactions with the game developers to fix the issues at hand.

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