One of the Holy Grail topics for an online game. No one is ever happy with the customer support provided by online games, and to be honest you will never be able to please these people.

Ensuring the game has the tools and information needed to help the support teams, setting up the team structure, hours of coverage and policies and procedures (both for the game and what happens when the local police contact you …. and yes they will!) is all part of this.

This also includes what is the best support model for the game, balanced against expected subscribers, growth rates, concurrency and the needs of the business.