I think MA support doing an outstanding job because
they reply really fast and fixed all my cases until now 
But what do you think about MA support?
1 Like
I vote “good”
They do their job and I am satisfied. Of course it can be better, but they are really puting effort into this now.
/Kjetil 
MA is doin well with support ive never had a problem.
Ive only gotten one unclear answer from them. But it wasnt about anything important either.
What I dislike about MA support, is that they seem so far away… I mean from Project Entropia… from some of the replies I have got, I get this feeling like they have never played it before…and maybe aren’t even gamers…
I know I don’t have any facts to base this on, but its just the feeling I get.
They have speeded up a lot recently, and I normally get my support cases answered straight away, so thats pretty cool…
I work at a Helpdesk, so I can appreciate what they have to deal with.
The support is the best =)
Have never seen so quick answers on my supportcases. They are outstanding
I voted poor. Why?
- 99% of the time they take far too long to respond - often weeks at a time.
- Quite a high percentage of the time they ignore what you have actually written and tell you something that has nothing to do with what you asked.
- They lock cases without resolving them.
- When a serious issue comes up, they answer “we will look into this” and close the case without actually giving you any support.
- Their English is often meaningless.
Not to say I haven’t had quick or good responses from them, I have - but these have been very few.
Well I voted outstanding this time - but I would have voted good 1 month ago. Last week I asked Support about some things, and got really good, and somehow, personal answers.
Im not sure, how many ppl who works for MA with only answering support-cases - but if you look at the number of members, Im sure they have enough to do! And Im sure a lot of questions are not easy to answer!
I have been lucky to receive replies real fast (only after 1-3 days), but I can imagine, that there are some cases more important than others, and therefore the replying-time also will be different.
Im real satisfied with the job MA is doing - but of course I cant tell how the support-answers will be in future! But atm; Thx MA for great support!
Lykke :laugh:
I had to vote “amature” as I have worked in IT suppot in the past. MA support do not seem to work to any set SLA levels (Service Level Agreements). I’d like to see something from MA saying “we will respond to your issue within 4-8 hours” (its good to know that they’re at least there!) with queries and non-critial issues “fix/fill query within 1 week” critical IE issues meaning user cant login etc. should be “fixed within 24 hours” this is nothing near as quick most real IT support service providers set SLAs too.
I must admit they do an “ok” job for me, I dont really have any complaints but there’s always room for improvment 
and there is no dialog when they think its closed/compeleted, it should be “this is what we suspect will fix the issue, please respond with your results” then when the user is satified the issue is closed - it should be a 2 way process not 1 way
Amateur
Quite a high percentage of the time they ignore what you have actually written and tell you something that has nothing to do with what you asked.
They lock cases without resolving them or give u the possibility to post complement. When a serious issue comes up, they answer “we will look into this” and close the case without actually giving you any support. Never ask u if the case is solve or not ! i think a system with a appreciation of the player for all support case could be great.
I think Dreicc has a point here.
Support should get their solution confirmed before they close
the support case 
[QUOTE=kygon]
I MA support do not seem to work to any set SLA levels (Service Level Agreements).
[/QUOTE]
SLA’s are all bollocks anyway, companies can set as many SLA’s as they want, but very rarely stick to them, so whats the point.
Just because MA doesnt have an SLA doesnt make them amatuer, it just means that they are not gonna make promises thay are unable to keep.
SLA’s are there to manage customers expectaions, nothing more, nothing less.
From an IT standpoint, they mean naff all. Its merely jargon put there to make people feel comforatable.
- Quite a high percentage of the time they ignore what you have actually written and tell you something that has nothing to do with what you asked.
Amateur. :wise:
[QUOTE=The Beast]
SLA’s are all bollocks anyway, companies can set as many SLA’s as they want, but very rarely stick to them, so whats the point.
Just because MA doesnt have an SLA doesnt make them amatuer, it just means that they are not gonna make promises thay are unable to keep.
SLA’s are there to manage customers expectaions, nothing more, nothing less.
From an IT standpoint, they mean naff all. Its merely jargon put there to make people feel comforatable.
[/QUOTE]
well I’m afraid thats BS I’ve work in and for lots of “Fortune 500” IT services companies, they use SLAs and SLTs to work out how they are performing (internally and client facing) they then set resourcing levels, introduce new procedures etc. to ensure services to the client are provided in a timely, consistant and in least cost to the company (apps reoganisation of logging systems and procedures etc. etc. )
You are missing the point of SLAs yes maybe come small companies use them as value adds or the pretend to clients they care but they should matter internaly at least as much as externally and I cant see why MA cant use them.
I voted ‘Good’. I’ve never had any problems with support cases… they are always answered promptly.
I didn’t vote ‘Outstanding’ because I think they could do with a little improvement in the explanation area.
About SLAs… I work for IBM as some already know and SLAs are very important there. Customers are paying for our support and we make sure they get it when they ask for it
So far, I haven’t had a major problem that has needed support from MA. However, I have voted Good as all support can always do with improvement.
As for SLA’s, I also agree they are necessary. I used to work for IBM until several years ago. We worked on customer sites and it helped to gauge where support was needed, how people were performing in those areas and buildings we were supporting and also showed all were performing the best. (Bonuses and Slaps on the backs were often given).
SLA’s may not be necessary in smaller companies, but in very large corporate firms when lots of money is involved, it’s extremely useful.
By the way Ulti, where do you work for IBM? You never know, I may have known you before I left?
2 Likes
SLA?
Who need it?
I work in different areas and sometimes we need to use SLA.
It is not taken very seriously and when ppl have problems, they are really glad when they finally got their help. Nobody care about SLA then. It is only something to defend a higher price for different sollutions.
As I said before, I voted good. I wish we had more options also like “very good” Anyway, I would voted “good”.
For more details, I would say “6” on a scale from “1” to “10”
/Kjetil
The speed of replyes are good and most times replays are ok but somethimes i go :umn: :duh: the reply i get isnt even close to the question or just ignored or mabe the suport person is :smoke: :cheer: :kos: :laugh:
but as i said most of the time it works ok.
MA’s support is good considering it’s small company and lot of ppl who use support. I usually get answer in 1-2 weeks but my problems weren’t so critical.
I voted Outstanding. Why? MA are a small company with a large consumer base (200,000 registered users), now while all 200,000 probably dont play and maybe only 25% does (50,000) they still get through problems quickly. In the firm I work in (I am on IT Support for them) we have 30 of us looking after, 60,000 people. I cant imagine MA have anywhere near 30 peeps employed on thier helpdesk so for this I give them a massive thumbs up :thumbup: SLA’s? Waste of time IMO, setup by Managers who havent the foogiest idea how to fix a PC let alone fix it in a set time. One of our SLAs targets is to fix a Server within 4 hrs if a critical issue occurs. Anyone ever rebuilt a server from scratch and it worked first time in 4 hrs? After taking 2 hr to get to the site in the first place? :rolleyes:
[QUOTE=kygon]
well I’m afraid thats BS I’ve work in and for lots of “Fortune 500” IT services companies, they use SLAs and SLTs to work out how they are performing (internally and client facing) they then set resourcing levels, introduce new procedures etc. to ensure services to the client are provided in a timely, consistant and in least cost to the company (apps reoganisation of logging systems and procedures etc. etc. )
You are missing the point of SLAs yes maybe come small companies use them as value adds or the pretend to clients they care but they should matter internaly at least as much as externally and I cant see why MA cant use them.
[/QUOTE]
Firstly, MA are not an IT service company, secondly MA are not Fortune 500 and thirdly, the implementation of SLA’s are a complete wate of time without someone firstly interogating the current data, setting agreed SLA and then monitoring performance. Care to pay for that out of your ped?
You cannot set SLA’s without Resource and Planning, otherwise ya just pissin in the wind. My comment about all SLA’s was very flippant and wrong, but in this scenario, yes SLA’s would be bollocks.