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Grimlight was meant to launch July 6th, but experienced multiple server issues. After multiple downtimes, the game has reverted to its open beta state.
A lengthy announcement on the official Discord contains both an apology, as well as a rundown of all of the administrative decisions that were made in response to the mishaps. A TL;DR can be read at the end of this article, as the message is quite wordy.
Here is the message in full:
Hello Dreamers, I would like to apologize to everyone about the poor opening launch for Grimlight.
Our dev team launched the game on July 6th, but due to our obvious lack of preparation and operational capabilities, it has caused significant server issues which has resulted in frustration and bugs for everyone.
There is no excuse for our mistakes and our team is terribly sorry.
While we have the responsibility of providing a great experience, our team was unable to deliver an adequate service to our users. We did our best to try to resolve these issues over the past few days but failed.
Right now, we believe that the best way to move forward is to keep the game running as it is and focus all our resources to solving this server problem. It is really sad experience for our team, but we will need to postpone all upcoming content, events, and other minor bugs in order to focus and prioritize on addressing this issue.
These problems result from our lack of experience, and we know this sucks, but we have come to this conclusion because shutting down the game will not improve the situation for anyone and rescheduling the launch will not fix the damage that has already been incurred.
After some discussion among our developers, we have decided to do move the game back to open beta and focus on improving the game by listening to the feedback of our players.
Below are some of our decisions moving forward…
1. Pivot Grimlight back to open beta: Until Grimlight’s service is normalized we will prioritize our development on the backend server infrastructure. All developers will be allocated to this task to quickly address this issue.
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2. Server Improvement Period: With our limited abilities, we were unable to resolve the technical issues in 2 days of launch. After analyzing the current situation, we expect the total development process to last around 2 weeks and will require multiple irregular updates during this time.
3. Open Beta Refund: While all account data progress will be saved for launch, we understand that this may not be satisfactory for many of our users that have already invested into our game. As such, we will give full refunds for anyone that requests it but in exchange we will reset your account, and this will only available once per person. Additional information will be released over the next upcoming days.
4. Compensation: Once the game is ready for launch, we will provide compensation gifts to all players. That said, because the Asian server is currently almost unplayable for most of our users, there will be additional compensation provided in the future for players on that server so they can have a better experience. Please be aware there will be no server merge or transfers between the two.
5. Data Server Delays: There will be no data wipe. We value your every moment you spend in the game. The current issues in the servers are a latency and login server related issues. We will continuously improve our server infrastructure to provide a better experience for everyone.
6. Feedback: With the recent server communication issues, we will make sure to take into account user feedback seriously. The past few days has been quite embarrassing for us. We were unable to provide a satisfactory service due to our inadequacies and we hope to make things right.
7. More Frequent Updates: We will provide more frequent updates. Any changes that we make we will make sure to add to announcements to update you on the latest changes.
8. Our Promise: We promise to improve continuously and learn from this experience. We will try to be as transparent as we are able to on our current developments moving forward.
TL;DR: The dev team profusely apologizes for the server issues. Instead of shutting down the game and rescheduling the launch, the game will be reverted to open beta. This is expected to last for two weeks, with irregular updates in this duration. Progress will be kept for launch, but players can request a full refund once.
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