The folks at Pirates of the Burning Sea have posted notice of changes to their customer support policies and the reasons behind these changes.

The last time we did a Customer Service devlog, Nutch mentioned some changes we were implementing to the CS department to improve communication and response times on support tickets. Those changes helped us clear a backlog of tickets and allowed us to respond to new support requests much more quickly. Since then, I’ve taken on the role of CS Manager here at FLS and with the guidance of Nutch and Misha, am carrying on what they started. I’d like to talk about a few recent changes we have made to further improve the level of customer support.

As you may be aware, our in-game GM support was originally outsourced to a company located on the East Coast of the US. While they were able to effectively monitor support tickets, there were sometimes communication challenges between our internal Customer Service team and theirs. This could sometimes lead to service requests taking too long to be resolved.

Read more here.