Blog

Perspectives on player support and operations.

How AI response suggestions actually work — a technical explainer for sceptics

Response suggestion systems are often described as "magic". They are not. Here is exactly what happens between a ticket arriving and a suggestion appearing.

Jun 12, 2026 · 8 min read

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Strategy

SLA enforcement in live service games: why 4 hours is the wrong metric

First response time is what most SLA policies measure. It is also the least useful metric for live service player support.

Jun 9, 2026 · 6 min read

Product

Operating across multiple games: a practical guide to workspace management

When you go from one game to three, your support infrastructure needs to grow differently than your headcount.

Jun 5, 2026 · 5 min read

Pattern detection on patch day: catching issues before your players do

Every patch introduces new support vectors. Pattern detection is the difference between reacting to issues and anticipating them.

May 28, 2026 · 7 min read

Strategy

The knowledge base deflection rate nobody talks about

Most teams measure whether players use the KB. Few measure whether the KB answers the question they actually had.

May 22, 2026 · 4 min read

Strategy

Building a player support function from scratch at a 10-person studio

What to set up, what to defer, and what will cause pain if you get it wrong in the first 90 days.

May 15, 2026 · 9 min read