EVE Online urgent support request turnaround usually 15 minutes

By Brenna Hillier, Wednesday, 16 November 2011 23:35 GMT

A new developer diary looking into EVE Online’s customer support team claims CCP has got responding to support requests down to a fine art.

“A thing we’ve been systematically working on is adding types of cases that go directly into the stack queue, which is our highest priority queue,” a CCP representative said.

“We always aim at cases in the stack queue being answered within the hour, but typically the time is usually closer to 15 minutes or so.”

Originally reserved for the highest priority problems – broken missions and harassment cases – the stack queue has been extended to other kinds of requests, meaning players are likely to have their issues rectified promptly.

Watch the full developer diary below for more insight into how customer support works (and trains), plus CCP’s ongoing server upgrades and the battle against downtime.

Thanks, Massively.

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