Friday, December 14, 2012

Merry Mayhem Update

A very small number of participants in the Merry Mayhem event were affected by the unexpected server maintenance early this morning. We apologize for this inconvenience, and will ensure that ample warnings will be provided for any future maintenance or downtime during the event.

In cases like this one which affect multiple event participants, MindArk and the Planet Calypso teams will investigate and adjust the final event scores for affected participants accordingly for the time lost, based on the average score per hour achieved during the remainder of the event.

Those participants affected today should submit a support case with as much information as possible about the interrupted instance, including: full avatar name, event category, time when the instance was started, and any other relevant information that will help in verifying the claim.

In order to qualify for a score adjustment under this policy, a participant must complete all other instances which were unaffected by issues related to the Entropia Universe server or instance uptime. If a participant has unused event instance keys at the end of the event, that participant’s score will not be adjusted.

Note that claims for event score adjustments will only be granted for issues that affect multiple participants, and which are caused by general server issues or outages from MindArk’s side. Individual client connection issues (user ISP outages, computer crashes, etc.) are not covered under this policy, and will not be reimbursed. Please do not submit support cases for such issues, as they cannot be honored and scores will not be adjusted, nor will replacement instance keys be issued.

This policy aims to make the event as fair as possible for everyone involved, while minimizing the impact and frustration for those affected by unexpected or unforeseeable server issues.

Best of luck in Merry Mayhem!

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