17 Jun 2020

A Message From CM Astrea : Further Updates Regarding Aquila Server Issues on 23rd May 2020

Dear Maplers,

This is an update following our previous announcement with regards to the incident on 23 May 2020.

Many of you are anxious to get updates on the reimbursement plans that we have planned as part of the follow-up on the server incident that occurred on 23rd May 2020.

2 weeks ago, we sought everyone's assistance to submit their respective losses reports so that the team may consolidate all the reports and begin the investigation process in the previous announcement. The forms were closed off at 0000hrs 1st June, and we stopped taking in new reports.

Since then, the team has been combing through the reports. This in itself is an extremely tedious and manual work requiring multiple references and meticulous crosschecking. To put things into perspective, only personnel with the highest clearance authority are allowed to access sensitive data, and this limited task force has been working on sifting and categorizing all the data on hand, this is also part of the reason where some Livechat and iBox cases cannot be attended to in a more timely manner, and we wish to sincerely apologize for this.

We would like to reassure everyone that sent in their reports, that that we are taking the matter at hand seriously, and our greatest concern right now is that the information provided can be indexed accurately and cataloged into a query-ready format for our developers further action. As the list is rather extensive, we will be breaking it up into smaller, more manageable parts. If all is smooth, we expect the first phase of individual compensations to be ready by the next upcoming regular weekly maintenance. Players previously affected by the Meso Market issues (on 26 May 2020) can also expect to be reimbursed by this time.

We greatly appreciate your patience, understanding and support as we work through resolving such server issues as timely and efficiently as practicable.

Sincerely yours,