Thank you again to everyone who stuck with us this morning while we worked to resolve a six hour outage for account binding! We have a few more efforts we want to get out:
- Healing bonus event buffs for the next 2 days
- A reward package to help players catch up in the events that started this morning - Claim this from your Message Center!
- Targetted compensation messages for players who were attacked while unable to access the game this morning (rolling out on Thursday)
Read on as we recap what happened, where we could have done better, and what we will be doing in response going forward.
We wish we could go into a bit more detail about what happened here, but to be completely transparent, we are still unsure. It has been a few weeks since our last update was submitted and the link that was flagged - https://policies.warnerbros.com/privacy/ - was not flagged for other titles.
What we are sure of is that we take full responsibility for the services we choose to partner with, and we will continue to work closely with our partners to ensure this will not happen again.
Where could we improve?
This issue highlighted some holes in our live issue response tools. While as a team we were quick to dive into triaging the issue, we were unable to meet one commonly voiced need amongst the community: to protect vulnerable player keeps.
We have tools that tackle this on an individual account level, but we could not shield all keeps at once. This is a lesson we are taking to heart - We are committed to investigating how we can remove the danger of PvP in crisis scenarios so we are better equipped to protect you in the future.
What are we doing now?
We know not being able to access an account for any amount of time is nerve-wracking, not just for you but also for your teammates. For all players, we will be sending a reward package aimed at helping you to make the most of the time remaining on the Tourney at Harrenhal and Battle of the Trident events going on now. Make sure to claim these gifts from your message center!
We’ve also scheduled Healing Cost Reduction event buffs across all kingdoms to aid those who may have sustained losses during the outage and make the next couple days more forgiving.
Most importantly, for those who were attacked while unable to access your account, we are working with our analytics teams to analyze your losses and send you individual reward messages. This will take some time to parse, but we are hoping to finish sending out these final messages over the next 24 hours.
As always, thank you for playing!
-The Game of Thrones: Conquest Team