Update on Xbox 360 EU:

So, let me first explain a bit of what has been going on with our EU environments lately. We have been moving server hardware for our EU environments, for both Defiance and Defiance 2050. This is a careful and risk filled endeavor, and it takes quite a lot of time to do, hence the extended 6 hour + downtimes we have been posting.

We have already completed the move for Defiance 2050 hardware, and attempted to move the D13 hardware last week, but failed to do so and had to reschedule the move to today. Our D13 PC- EU and PS3- EU hardware has been successfully moved and those environments are back up and running with no issues (you may even notice more stability on those environments, after being moved).

For Xbox 360 EU we have run into an issue that is very unique, and unique to that environment only. Unfortunately, "unique" translates into we need more time. That being said, and we very much hate to do this, we will be keeping Xbox 360 - EU environment down and locked until we are able to implement the solution needed to get the environment back up and running correctly.

I do not have a time estimate, at this moment, as to when that will be, but I will be keeping you all regularly updated. Let me apologize profusely for any inconvenience this may cause our Xbox 360 - EU players and I promise I will keep you all updated as I get information in. Thank you all, once again and I wish you all happy hunting, Arhunters!

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Ark Hunters!

The time has come! The time for Event Horizon to begin!

But first, there will be a downtime of about 2 hours which will start at 10 AM PT (7 PM CST)

We will update you if we need more time or when we come back online earlier.

The Defiance Team

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Good evening, Arkhunters

We are aware of the issues with logging into Xbox 360-US/EU and are working on it now. We will update as soon as we have more information.

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A message from the Customer Support Team.

February 20, 2019 | Etaew | Viewed 1,031 times | Announcement,


Greetings Ark Hunters,

As mentioned, ticket responses are slower than we'd like. To make sure that you get a full solution to your tickets as early as possible, we ask you to check if the following information is provided in your ticket.

Subject: Entering the word "Help" won't help us identify what the actual issue is or what causes it. "Character restoration", "E-mail change" etc, provides us with enough info to get your ticket to the right people ASAP.

Category: If you submit the wrong category it might cause a slower response time as the case has to be forwarded to a different team.

Issue: Describe it in as much detail as possible. The more info you provide initially, the more likely we are to be able to fix the problem on our first attempt (What happened, when did it happen, any transaction id's for it...).

Submit the ticket from the account experiencing the issue. If you don't do this, we'll need to take multiple tickets just to verify basic details which slow things down substantially.

Additional Note: Please do NOT update your tickets unless mentioned by the customer service, otherwise your ticket will be set back to the end of the queue. Also, do NOT create multiple tickets for the same issue, please be patient.

If you feel like your ticket includes all the info you want us to know, go ahead and submit it right away. We'll respond just as soon as humanly possible. Thanks for your patience!

This article was automatically generated from official news posts.

Source: http://forums.defiance.com/showthread.php?325902-A-message-from-the-Customer-Support-Team.



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