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Lt. Commander
Join Date: Dec 2007
Posts: 120
You listened to my SUGGESTION when you gave out way too many beta keys too fast, after some of us paid for the beta keys as part of advertised features of the pre-order, and aside from voicing my dissatisfaction at your project leadership and planning, I suggested that you lower the time from 30 minutes to 15 to boot a player for inactivity. You showed you know how to listen to good ideas, that at least is a good sign from a project leadership perspective.

Here's another:

Your development leadership needs to set some key measures and quality standards immediately, and start taking them seriously (as demonstrated by action and outcomes, not words).


STANDARDS:

1. Game Server (defined as the server, the launcher, the account authenticator, and any other subsystem that by being offline would prevent players from entering and playing the game successfully) will provide immediate and automatic notice to Cryptic personnel when not operating. Standard = Level of Performance Expected = Automated notices sent to the Recovery Team during game server failure events. The Target for this Standard should be 100% of the time.

2. Game Server personnel will be on call 24/7 to ensure that when receiving automated notices of game server failure, the team is responding immediately to recover the gaming experience for customers. Standard = Level of Performance Expected = 2 Minute turnaround of Incident Communication to Recovery Team from time of receipt of automated game server failure notification. The Target for this responsiveness Standard should be 100% of the time.

And now the most important standard of them all:

3. Game Server outages should be reasonable in duration, given industry standards AND customer satisfaction - make it happen. Standard = Level of Performance Expected = Game Server outages will be recovered and players back online within ___ (15?) minutes of server outage notification. The Target for this Duration Standard should be 95% of the time, especially with the number of outages.


Your Top Priority for the technology team (and project overall) right now should be on getting your service recovery duration standards in line. A two-three hour server recovery period after a crash or maintenance is a complete failure.

The above doesn't include a Standard for Uptime overall, that's kind of a no-brainer, surely you have that (and surely are not meeting it.) That standard probably needs to be revisited, if it is anywhere close to meeting Standard given the current frequency and duration (should incorporate both in the measure) of service interruptions.

The development team leadership needs to seriously get on that server recovery issues and get the right people on the right job. They're far from satisfactory. Thank you, and hope this helps.
Lt. Commander
Join Date: Dec 2007
Posts: 120
# 2
01-31-2010, 09:33 AM
Quote:
Originally Posted by BlueDestiny View Post
Your development leadership needs to set some key measures and quality standards immediately, and start taking them seriously (as demonstrated by action and outcomes, not words).
I agree in general with your points. Server downtime and notice has not been as good as it could be and improvement would be appreciated.

An observation, however ...

Cryptic has pretty methodically had a long Closed Beta that ramped up quite a bit towards the end, followed by an Open Beta that again pushed their game architecture. Now, Head Start is yet another means of ramping things up another notch before the "official" release. It seems to me that all these steps are an effort to test their infrastructure, procedures, and so on in an ever increasing manner so that once the actual release date arrives, things will run as smoothly as possible.

No MMO I have seen has a 100% smooth launch and I'll be willing to give Cryptic a wide berth. If daily issues are still happening 2-3 weeks after the official release, however, I will start feeling a bit more cranky.
Lt. Commander
Join Date: Dec 2007
Posts: 120
# 3
01-31-2010, 09:38 AM
Quote:
Originally Posted by BlueDestiny View Post
[color="PaleTurquoise"]You listened to my SUGGESTION when you gave out way too many beta keys too fast, after some of us paid for the beta keys as part of advertised features of the pre-order, and aside from voicing my dissatisfaction at your project leadership and planning, I suggested that you lower the time from 30 minutes to 15 to boot a player for inactivity. You showed you know how to listen to good ideas, that at least is a good sign from a project leadership perspective.
You are a funny man, you really believe they listened to your suggestion, do you? Well, maybe that, or to one of the other 1 million beta tickets that said they need to lower that time. Unfortunately, they did not listen to the rest of the suggestions, cause if they had we wouldn't have the exact same AFK leecher problem we had in Beta.

If you suggested to only decrease it to 15 mins without doing anything else, you fail hard.

The rest of the post fails hard too, btw. You think they just have no idea how to run their business, hu?
Lt. Commander
Join Date: Dec 2007
Posts: 120
# 4
01-31-2010, 10:07 AM
Down again - ready for another 3 hours downtime.
Lt. Commander
Join Date: Dec 2007
Posts: 120
# 5
01-31-2010, 10:12 AM
Quote:
Originally Posted by Scay
The rest of the post fails hard too, btw. You think they just have no idea how to run their business, hu?
Flame-tards aside, did you have something constructive to add to the topic or its points? Or just a flame-tard?

As measured by their performance, they obviously need some help from those of us among them who know better how to set standards for performance in a technology and service environment.

All funny aside, I remember during the dark ages of SWG, the fan events where we'd see just how young and inexperienced even producers like Julio Torres were, as that guy in particular stood wetting his pants as some guy let him have it (rightfully so) at the table in a room full of people.

I don't presume knowledge and experience on anyone's part when I address my feedback to a service provider, I speak to the performance measures, drivers, and results; the tangibles, the things that answer "what matters here".
Lt. Commander
Join Date: Dec 2007
Posts: 120
# 6
01-31-2010, 10:16 AM
Quote:
Originally Posted by Scay
The rest of the post fails hard too, btw. You think they just have no idea how to run their business, hu?
I'm sure they have SOME idea. It's how you WORK that idea that matters.

You can't screw up a first impression like this. It sets the tone for personal references, first-look reviews, and basically piddles on the players who committed to the game willingly, without needing those reviews and references to say, "I'm in."

First impressions are critical. When your Headstart reliability becomes a JOKE amongst the gaming clans? That's a BAD precedent.

I think the OP's suggestions are in line with a professional business plan for a server host environment. My Site Operations crew for my web-focused ASP company works on similar principle: Servers are polled every minute. If there's no response after 3 tries, pages go to the ENTIRETY of the Site Ops crew. The on-call rep investigates, evaluates the issue, and if it's critical he'll post an update to all clients affected (we use email, but in more extreme circumstances we'll do the website itself - and those instances are RARE).

If the site is down for more than 10 minutes, the site crew is assembled to resolve immediately. Granted, our paying customers pay $10K/annual for our app. Most of us are paying $15/mo. But the approach is scalable and sensible.

I agree with the OP's suggestion. It's BUSINESS sense. STO, at its heart, is a business for Cryptic.
Lt. Commander
Join Date: Dec 2007
Posts: 120
# 7
01-31-2010, 10:18 AM
It's clunking, but after a few minutes I got my characters to pop up, and after another few, get back in... there are players popping in.
Lt. Commander
Join Date: Dec 2007
Posts: 120
# 8
01-31-2010, 10:21 AM
Quote:
Originally Posted by Turgenev View Post
I'm sure they have SOME idea. It's how you WORK that idea that matters.
I agree with the OP's suggestion. It's BUSINESS sense. STO, at its heart, is a business for Cryptic.
Always good to get some reasoning folks on the forums discussions. Too often it degenerates to the lowest common denominator. Good example in your post from your firm. Thanks for contributing. I also have no doubt that Cryptic knows what we're referring to, but as you said, its how they work it. How they work it is based on their solutions and their teams' competencies... all the way to the top office.
Lt. Commander
Join Date: Dec 2007
Posts: 120
# 9
01-31-2010, 10:23 AM
You're funny

They don't even know you exhist. To them, you are just another wannabe computer guru who thinks they know something about a rather technical and substantial server cluster, you are nothing to them. You have no idea the challenges facing them, just leave it to the professionals.

You tell them to get the server up in 15 min (lol) and you mention nothing about them determining what caused the failure, in your own words all you care about it getting it back up. You sir are a failure and i would can you from my IT team in a heartbeat. Personally, I would prefer them to review logs to determine issues and attempt resolutions, if you knew anything about the industry you would know it is not as cut and dry as you make it look.

You seem to be coming from the perspective of some college student who has taken the theory yet has no real work experience.

Quote:
Originally Posted by BlueDestiny View Post
You listened to my SUGGESTION when you gave out way too many beta keys too fast, after some of us paid for the beta keys as part of advertised features of the pre-order, and aside from voicing my dissatisfaction at your project leadership and planning, I suggested that you lower the time from 30 minutes to 15 to boot a player for inactivity. You showed you know how to listen to good ideas, that at least is a good sign from a project leadership perspective.

Here's another:

Your development leadership needs to set some key measures and quality standards immediately, and start taking them seriously (as demonstrated by action and outcomes, not words).


STANDARDS:

1. Game Server (defined as the server, the launcher, the account authenticator, and any other subsystem that by being offline would prevent players from entering and playing the game successfully) will provide immediate and automatic notice to Cryptic personnel when not operating. Standard = Level of Performance Expected = Automated notices sent to the Recovery Team during game server failure events. The Target for this Standard should be 100% of the time.

2. Game Server personnel will be on call 24/7 to ensure that when receiving automated notices of game server failure, the team is responding immediately to recover the gaming experience for customers. Standard = Level of Performance Expected = 2 Minute turnaround of Incident Communication to Recovery Team from time of receipt of automated game server failure notification. The Target for this responsiveness Standard should be 100% of the time.

And now the most important standard of them all:

3. Game Server outages should be reasonable in duration, given industry standards AND customer satisfaction - make it happen. Standard = Level of Performance Expected = Game Server outages will be recovered and players back online within ___ (15?) minutes of server outage notification. The Target for this Duration Standard should be 95% of the time, especially with the number of outages.


Your Top Priority for the technology team (and project overall) right now should be on getting your service recovery duration standards in line. A two-three hour server recovery period after a crash or maintenance is a complete failure.

The above doesn't include a Standard for Uptime overall, that's kind of a no-brainer, surely you have that (and surely are not meeting it.) That standard probably needs to be revisited, if it is anywhere close to meeting Standard given the current frequency and duration (should incorporate both in the measure) of service interruptions.

The development team leadership needs to seriously get on that server recovery issues and get the right people on the right job. They're far from satisfactory. Thank you, and hope this helps.
Lt. Commander
Join Date: Dec 2007
Posts: 120
# 10
01-31-2010, 10:24 AM
Quote:
Originally Posted by Tstorm View Post
I agree in general with your points. Server downtime and notice has not been as good as it could be and improvement would be appreciated.
How can they tell us ahead of time that the server is gonna be down when it crashes and even THEY dont know its going down till it starts?
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