- MEDIA ˇ
- GAME ˇ
- DEVELOPMENT ˇ
The servers are now open 24/7, a new build is up and we’ve just sent 1750 new Alpha-keys! So come in and join the battle!
It can take up to a few hours for a mail to find it’s way, so remember to check again later today and also check your junk/spam folder. And if you find a mail from us there, please let us know, so we can try to improve on our mail-delivery.
See you on the Battlefield!
After implementing a new build today with some more fixes, we have run into some problems which we are working on solving. The problems will unfortunately take some time to solve and internal testing will be required before we can open the servers again.
We are sorry to say, but there will be no play-session tonight :(
A new build is finally up! The Campaign and the Action game is finally tied into each other, and accessible and playable for all alpha-players! We’re opening the servers 24/7 for alpha-players next week, and we’ll also deploy another build with some more features.
With the recent success of crowd funding at Kickstarter, we’ve decided to create our own crowd funding model – this will be in the form of “Warbonds”, where you can support the development of Heroes & Generals, by buying Warbonds, which will give you a monthly ingame-interest back in “gold”. We’ll go more into details with this in a later blog-post.
Last week, games journalist Leigh Alexander (Gamasutra, Kotaku, Edge, Wired, plus many more) visited us for two days, and the results of her visit, can be read in this well written article at Gamasutra.
Next week we’ll also send preview-keys to a bunch of cool games journalists, so we hope that you’ll all help us by playing Heroes & Generals as much as possible, to make it all come to life!
Once in a while we feature one of the developers from the team and tell you a bit about who they are and what they are working on. This time it’s our very own medic: Support Manager, Peter Thorsø Rasmussen aka. Reto.Bacon.
What is your gamertag in Heroes & Generals, and what’s the story behind it?
Reto.Bacon – “A life without bacon, is like a sea without water “ Enough said? :)
What is your position at Reto-Moto?
Support Manager – It is my task to build and manage our support center.
For how long have you been working here?
Since February 2012
What games have you worked on?
None. Prior to joining the team at Reto.Moto, I worked within the financial sector in customer service and risk management.
Which tools do you use for making Heroes & Generals?
A screwdriver, a baseball bat and a pack of smoked bacon. Joke aside, as I am not an actual “game developer” so this question doesn’t really apply to me, but the Support Center is build on Kayako.
What are your hobbies?
Gaming, movies, partying, board games, role-playing and other geeky hobbies.
What’s the best thing about Heroes & Generals?
I love the idea of combining a realistic FPS game, with a strategic game. What appeals to me the most, is the concept that the FPS won’t be a mindless “Kill as many as possible in a certain amount of time” type of game – but that there will be actual strategic decisions that will affect the FPS play in multiple ways.
We have had a good amount of feedback from our fanbase about everything from armor thickness to how time in the game should work and finally new features that would help make the campaign part better. If there’s something I like, it’s suggestions about the campaign section, because that’s what I’m working on!
We had a group of around 30 people help us playtest the campaign and they answered a questionnaire afterwards. From the answers we found that searching for assault teams, cities (battlefields) and a log of what was going on was the most requested. We then decided to look in to that and I’m here to talk about just those 3 items!
Adding more interface
We’ve tried to keep it as simple as possible, so we’ve added the new search section here:
As promised last Thursday, here is the second part of News from support. The first part you may find here.
The doors for the Heroes & Generals wiki site has now been opened, which you may find here on this link!
Heroes & Generals wiki
All registered Heroes & Generals users, will be able to make new posts/links and edit existing posts on the wiki site. Uploading files to the wiki site, is still restricted to a select few, however should you have a great idea that requires that you have upload privileges please post them on the newly opened forum for wiki discussions and we will take a further look!
The wiki site will be a community driven site, therefore it is up to you the community, to build the site as you want it to be. We have with a few community members already built the basic “skeleton”, but there are still lots of room for improvements and more articles!
It is our intention that the wiki site is an information site of the game in all its aspects, and not a place for discussions – that’s what the forum is for.
Along with the launch of the Support Center and the Wiki site, a few changes will be made to the forum.
The Support Forum – will still be there, but is more to be seen as a Player-Help-Player forum.
There are many examples of players actually being able to help other players better, as they may be on similar systems/connections that are not available to us in the support department and therefore are difficult to troubleshoot when it comes to technical difficulties. This is also intertwined with our Troubleshooter on the Support Center, as players who find solutions for certain issues, will be tested and adapted into our Troubleshooter.
Also with the grand opening of the support center, and our continuously increase in players, there is a chance that our ticket queues may overload and the time for us to answer will be longer than what we aim for. In this case you may be able to find answers to your questions faster by asking our awesome community, as many already are.
The Wiki Army – is our newly opened forum, where everyone can debate what they would like to see on the wiki. You will notice that some discussions have already taken place here between the folks who started with volunteering for developing the wiki.
On a final note before my fingers starts to cramp up from all this typing, we would like to extend our gratitude to some of our community members who are truly dedicated in helping us developing the game, but also helping the other community members.
I am in particular thinking about….
Our forum moderators Comrade_Kaizer, ScHrAnZDiNgEnS, PoundeR, Sn00ker, lodrysil who spends hours after hours reading posts on the forum and ensures that the rules and guidelines are followed.
RaTcHeT302 who did a tremendous amount of work on the wiki site.
aagaard for always reporting valuable feedback and a enormous amount of insightful bug reports.
And finally cRo4Ti4, dondergod and jumana for always helping others on the forum and during the play-sessions.
Your help is not going unnoticed and is very much appreciated! (if I forgot anyone I do apologize, we appreciate anyone who is willing to spend their time to help Heroes & Generals become a great game!).
This week games journalist Leigh Alexander (Gamasutra, Kotaku, Edge, Wired, plus many more) visited us for two days. It was an unrestricted studio visit, meaning that she were allowed to see everything we do and talk to everyone about anything. This might sound like the most natural thing in the world, but many studios are very secretive about their business, when it comes to the gaming press.
A while ago, Leigh called out for more openness and a better relationship between developers and games journalists – so we picked up that call and invited her here. We had two really great days with Leigh at our office, and she’s a really great person and a very knowledgeable and insightful journalist, who definitely knows her way around the gaming business.
As you know, we believe that openness, honesty and dialog between us and you, our community, is the way to go in order to make Heroes & Generals a great game, but we also wish to include the gaming press in the loop. So if you know of any gaming journalists who would like to interview us, preview the game or just get to know us better, please tell them to drop us a mail at [email protected].
In other news – this week also saw the debut of our Support Center. Reto.Bacon has worked hard for the past two months at getting it ready, and now it’s finally up and running! So from now on, if you have any issues that might require support, please go to http://support.heroesandgenerals.com/ for help.
The next build is still not up yet. We’ve encountered a quite serious bug related to our PhysX implementation, which requires an upgrade of PhysX, and a lot of new testing due to this. So we hope you still have some patience a little while yet. There are SO many new cool things in the next build and we’re dying to show it to you… But unfortunately we’ll have to wait a bit longer. Hopefully it will be up next week, but no promises!… Yeah, we know – you’ve heard that song before… ;)
Well, guess it’s time for Propaganda, Developer Blogs and Team Debriefing for the past week:
I am happy to announce, that today we are taking a big step towards the beta in the support department.
Today we are launching our brand new support site that you may find on this link!
The Support Center will be the primary base of all support related issues that you may have i.e.
With this new site, we will stop supporting our testers/customers on the forum and on direct e-mail, as we now have an easy to use ticket system – that will place everyone in a queue and ensure that no one is left behind and everyone will receive a dedicated and high level of customer service.
The Support Center is now ready to receive your questions and reports, please feel free to add any feedback that you may have when submitting a ticket.
The Troubleshooter, as we see as a crucial tool, is currently still under development.
It is our intention that the troubleshooter will be a dynamic tool where we will keep you updated with new issues that we find solutions for, and remove outdated issues that has been fixed.
To begin with our first release of the Support Center will only be available in English; we are however looking into translating it to other languages.
We have a very open communication policy towards our users in the game development, where your opinions are heard and there are many examples on features and game tweaking that comes directly from our community and our Support Department will be no different.
We will continuously listen to our users, and constantly work on improving the customer service experience by improving our troubleshooter and internal processes to match your expectations for what a good support department is supposed to be like.
We ask for your understanding in that as with anything new, we expect there to be things we did not completely thought through and changes/optimization will have to be made.
Stay tuned for more news from support next week, with updates on the wiki and forum!