Sunday, August 25, 2013 - Response Issue / Question

[Pherix]

So I have a question regarding what happened, and the lack of information to the customer base.

Is the lack of response from SE a result of it being Sunday, and there being a lack of Data-center staff on hand to properly address the issue in a timely manner?

Now, I know inherently, a company is not going to / want to say, "Hey guys, the Data-center that we chose has minimal staff on a Sunday, so if there is another problem such as we experienced on a Sunday, we will not be able to resolve it until Monday when it is fully staffed.", so I don't expect that to actually be said (although I would have a great amount of respect for the honesty were that to be the case), but I had to ask.

I do understand that most of the issues this past weekend had to do with the Data-center and not the game itself, but it would be nice to have communication about an issue, and not dead silence for 22+ hours. Perhaps someone who is familiar with these types of issues can enlighten us as to the possible reasons for the lack of communication, as I am sure that someone knew what the problem was, but just did not have permission to share it.

Thanks.

[Caraway]

Is the lack of response from SE a result of it being Sunday, and there being a lack of Data-center staff on hand to properly address the issue in a timely manner?

If this was the case I'd not only be highly disappointed but I'd have to call SE highly inept.

I work in IT for a multinational corporation who's primary focus isn't IT. While we don't staff all technical departments 24/7 we do have people on-call who are expected to be available at any time should something fail. On one instance we had a catastrophic failure and we had a majority of the administrators paged, woken up in the middle of the night, and brought on site to resolve things while our Director of IT Customer Service was enforcing hourly updates to the business.

If a company that doesn't have any remote focus in IT can do something like that there's no reason for SE to not be able to provide prompt, well written updates as the issue progresses and as they work to resolve it.

[Pherix]

I would agree, at least SOME kind of information dissemination plan.