RPG Vault have posted part 24 of their Horizons Journal. In this part, Monika Carlson takes a look at the critical area of Customer Service:

    I'd like to give you an idea of how our department is structured, tell you a little bit about what we do now, and what our goals are when we launch Horizons. I'm sure most people are familiar with the role of a customer service Representative (CSR), seeing as how they are the front line of support for many products and services in numerous industries. The CSRs here at Artifact will be available 24 hours a day, seven days a week to help with any questions, issues, or bugs that players might run into. If there are any issues that require an increased level of support, the support incident will be escalated to the next level in the customer service department, the World Master.

    World Masters will be responsible for not only handling some of the more difficult support issues, but they will also have a more visible presence in the game. The World Masters will be present in the game space each day, running events and interacting with the players, making each day in Istaria a unique and enjoyable experience.