Table of Contents
Maintaining good communication with the BigWorld Support Team is crucial for the successful release of your game. Early reporting of issues will allow us to help solve deployment problems. Communicating your expected beta and release dates will allow us to prepare in advance for the extra effort required to help in releasing your game.
Whenever an issue occurs within your server cluster, it is crucial to gather as much information as possible prior to initially communicating with BigWorld support. Lack of information, or incorrect information contributes to a large portion of the delay in a majority of issues dealt with by BigWorld's support team.
Having operations staff familiar with the BigWorld server tools, both the command line tools and the WebConsole variants, as well as having read and understood the Server Operations Guide's chapter First Aid After a Crash will greatly speedup the turn around time of critical issues that require BigWorld support involvement.