Having lost several thousand threads on Tuesday I've submitted 2 tickets via in-game support neither of which have been even acknowledged. Because of this, I posted a set of questions with regard to in-game support to the forums but so far I've received no responses to that either (See https://www.ddo.com/forums/showthrea...=1#post6480857 )
I'll re-post the questions here again in the hopes that maybe a Dev will respond:
1. Is there an in-game CS team for DDO still? i.e. Do GMs actually still exist?
2. If there is a CS team, what are the working hours/days? Is it Mon - Fri, 9am to 5pm EST? Is it 24/7?
3. Is there a ToR, SLA, or QOS for Customer Service? How long should it be before a ticket is even acknowledged? Not necessarily solved - but just an acknowledgement so we know that it's not just at the back of an infinite queue.
4. Is there a prioritization process? If so, how are things prioritized - I imagine that players may have different concepts as to what should be a priority vs what you guys have on paper. For example, a broken toon or lost in-game items should be higher priority than a busted quest in most cases.
5. Is there an escalation process for when tickets are not acknowledged or dealt with properly? If so, what is it and how is it accessed?
Some formal updates on support would be useful as this link (https://help.standingstonegames.com/...ntact-support-) really doesn't provide any useful information for dealing with in-game issues.