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Having a Customer Support Escalation path

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Having recently had to go through this server's support structure, there is no way to check on a ticket once it has been created.  I can see if there is a response but there is no clear path of escalation should i have issues in regards to turn around time or quality of answers provided.  My suggestion is to lay out a way we can have someone in game as well as a clear point of contact on the forums in order to get status updates.

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