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Tuesday, May 15, 2018

Changes in Community Management and Customer Support

Hello G1 Community,

It's Day #5, and I want to thank everyone for reaching out with their support and enthusiasm. Please know that we are reading and digesting all the feedback that has come in. I'm not quite ready to walk through our new policies, but we are making progress.

We said that we would be making changes, and that starts today.

NEW COMMUNITY MANAGER

First, we are announcing that Tiggs will no longer be the GamersFirst Community Manager, Customer Support Manager, and Producer.

She has decided to transition into an advisory/training capacity and will be helping onboard the Little Orbit staff to get everyone up to speed on the many tools and systems that go into running GamersFirst, APB: Reloaded, and Fallen Earth. Personally, I want to thank her for the years of very difficult service that she provided. At times she was a one-woman show, running all of these departments by herself. She has a dedicated set of GMs that will remain in-game to help players and respond to tickets. Over the next couple weeks we'll be adding GMs to make sure we're more available.

I don't want to setup our new staff for the same problems and hard ships of the past.

I've already stated that we will be announcing a new set of policies including the Forum Rules, Code of Conduct, Terms of Service, and Privacy Policy. These will have simple straightforward wording designed to help players understand the rules. Our intention is to create a safe place for people to get the full enjoyment of our games, and I want our players to know exactly why corrective action occurred for any issues they might face in the future.

With that in mind, I would like to introduce everyone to Lixil, Little Orbit's current Community Manager. Some of you noticed her logging in and reading the forums. Effective immediately she will be taking over management of social media, the forums, its mods, the GMs, and our volunteer programs.

Also as part of this transition on Friday the 25th we will be putting up a brand new version of our forum software. The team is working hard to QA test that system now. As I mentioned in my Open Letter, we wont be deleting these forums. We will move them to a new URL, and any player who wants to repost any thread is welcome to move it over.

NEW CUSTOMER SUPPORT MANAGER

Second, we are announcing that Selali will be expanding his role as Little Orbit's Customer Support Manager and taking over GamersFirst Support. He will be running customer support along with his internal CS and QA team.

As part of this transition on Friday the 25th we will be launching an entirely new Support Site with a new knowledge base and the ability for players to track their tickets.

Lastly, I also want to acknowledge the lengthy "Questions for Matt" thread on the forums. I'm not ignoring those, as the CEO of Little Orbit I have a couple other priorities that absorb my time. But I still plan on slowly starting to answer those questions as we keep moving forward.

Feel free to comment.

Here is the forum thread for APB: Reloaded.

Here is the forum thread for Fallen Earth.

I look forward to sharing more information with you soon.

And of course, thank you for your patience and support.

Sincerely,
Matthew Scott

Thursday, May 10, 2018

Open Letter to the APB: Reloaded Community

Hello APB community,

My name is Matthew Scott and I’m the CEO of Little Orbit.

Today we have announced the acquisition of GamersFirst, and the games it contains, but to go along with that announcement, I thought I would take some time and write a personal letter to the APB Reloaded community.

Let me start by sharing an introduction to Little Orbit so you can get to know us. We started as a small game developer in 2003, and in the last 8 years we have grown into a small retail publisher. We are not a big studio, and trust me, you wont find any of our previous titles impressive. But over the last year, we have started taking steps to transition into the publisher we want to be.

There’s been a lot of speculation over the last couple months about who would be crazy enough to take on this game. And I’m not going to try and sugarcoat it, we know that the confidence in this game is at an all time low, and odds are you haven’t heard of us at Little Orbit. But that’s OK. There’s a lot of work to do, and I’m not writing this letter to make unrealistic promises or layout a grand roadmap. Instead, I’m going to ask for your patience as we get organized and that you give us a chance to show you that we are sincere in our efforts to make APB Reloaded the game we all know it can be.

I will however make one simple commitment right now. From here on out, I promise to communicate with the community on a regular basis. No more silence. Good, bad or ugly I will share where we are at.

Moving forward there are a number of areas that we need to address for the long term health of this game. Some of them are sexy like new content for the game, and some are just operational changes to how the game is run that I feel need to be made.

In the next 30 days, expect to see GDPR updates for GamersFirst including new privacy policies, code of conduct, and term & conditions. We will also be cleaning up the social pages, implementing a new forum, showcasing a general roadmap for the game and announcing a significant change to our banning and cheating policies.

This is all critical for setting up an environment where you can give us feedback.

After that we’re going to focus on content. I’ll be working on an exact roadmap that we can publish soon, but over the coming months we would like to add a new mode, maps, clothes, guns, vehicles and a new matching system for competitive play. Alongside all of that we are committed to upgrading APB Reloaded to the Unreal 4 engine. This is a long process that involves a massive rewrite of several core systems and a lot of art migration. I know that this has been talked about extensively in the past, and it has been a sore point with the community for a while. It’s going to take time. We need to start by unifying the PC version on Unreal 3.5, and then moving to Unreal 4. Personally I don’t think Unreal 4 is going to have a big impact on the look or speed of the game. It may not even be noticeable to some. But for APB Reloaded to have long-term viability, transitioning to Unreal 4 is something we need to do.

I look forward to sharing more information with you soon.

And of course, thank you for your patience and support.

Sincerely,
Matthew Scott