Important stuff header if you're encountering problems.
Update 10AM 21st - Incoming hotfix for client crashes, bundles, various cosmetics and bugfixes. This includes fixes to Campaigns after our short test run, allowing us to test again on live and fire them up if they don't end up in the warp. Ps. Reimbursements and billing are handled by Steam or other retailer, not our support. If someone still has a ticket in that hasn't been answered, you can poke me directly and I can find it. Right now there is nothing old except bug reports, which specifically are stated that don't get a reply so resubmit in another category if you did so :)
We have a big support group here at EC, the first line of support handles most standard cases quite swiftly, if it requires further attention, it ends up in my hands or Katie who besides being Community Manager, is also Social and Customer Support manager. We're called the "second line".
The third line is our head of the engineering team. That's when we do serious stuff, especially if we discover some failure in our systems and he makes sure we fix it to prevent it from happening again.
We also have a ton of monitoring and logging that goes into our data warehouse for us to look up. Our Customer Support portal - http://support.eternalcrusade.com - so if you have anything from technical issues to harassment, there is a category for you and we can look up you and what the offensive party literally did on the server from this time. It is also the place where our Feature Request system is.
Which brings me to the reason for my post. We've been fortunate enough to be invited into the big Steam sales and when offered to be on the front page, we don't say no, so there is a lot of you new crusaders.
This means that since Saturday, our systems started logging various client crashes, which some were actually server issues, but also low spec machines, old drivers and even sound card problems. We've been tracking down each incident so it's important and incredibly appreciated to submit crash dumps or such to us to help us hone in and SteamIDs specially help correlate data.
For short, we're on this like Abaddon on a despoiled milk shake.
We also often roleplay in support, that's why you might encounter bad jokes and interesting conversations. Good times and happy holidays.
http://support.eternalcrusade.com