Cryptic Player Liaison.
To whom it may concern,
Please arrange for Cryptic Player Liaisons to be selected. This person should be responsible for posting when the server crashes, or, when there are to be scheduled downtimes. Communication skills are key here.
In the event of a scheduled downtime, they should post stating the reason for the downtime, and a decent estimate of how long it will be down. Please also send a message to all logged in players before it is due, reminding them that it will happen.
In the event of an unsheduled or emergency downtime, please post again, why it is going down, and an estimate of how long it will be down for. Also notify the players ingame that it is going down.
In the event of a crash, we all accept that they happen, but please post stating that it has crashed, and that you don't know why yet, along with roughly how long you think it's going to take to bring it up again.
All we ask is a little communication here, personally, I'd rather someone gave us some information to work with, than whipped the powercable out of the back of a few servers to get them back up and running again.
With all due respect, it's not like you are doing anything new here, learn from the other longstanding mmo's out there and communicate with the players. It'll certainly help stop the 40 odd page long forum posts.
If you joined IRC you would be surpriced how much info they give out.
Star Trek Online is currently down for maintenance. ETA until uptime approx 2345 GMT 1545 PST.
Yes, but the point is, I don' want to have to join IRC to find out what's going on.. you want people on IRC, include a pre-configured IRC client in the software.
Otherwise, you need to rely on methods that all the current people have access to.. like, a message in game, or these forums.
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