Ticket priorities

[Steve Sokolowski]

Over the past two days, we've been inundated with support tickets, and the number of tickets has been hindering our current focus on improving system stability and reliability by resolving connectivity issues. Some of the most complex tickets involve external services, requiring many replies, and involving us spending money at the external service to try to reproduce the issue. Because we don't have access to any logs or data from the external services, it's very time-consuming to perform investigations into those type of issues; perhaps 5 times as long as direct connection issues. In some cases, such as those involving NiceHash, the external service doesn't reply to our support tickets with the information we need to investigate, making things even more difficult.

While every customer is important, and we strive to answer all tickets as quickly as possible, we've decided to prioritize support to miners who directly connect to the pool for the next month. For example, we are currently addressing compatibility with e3 ethash miners. Since external services add another layer of complexity, addressing issues with direct connections will often lead to resolutions with external services. Once we have completed our monitoring system, implemented solutions to current problems, and addressed tickets regarding direct connectivity, we'll then move onto addressing external service compatibility.

For the next month, customers who submit complex tickets involving external services will be encouraged to connect their miners directly to the pool, where we'll be happy to provide support. Everyone is still welcome to use services like NiceHash to connect to the system, but tickets involving problems related to these services will be deferred for future research.

[siberianbreaks]

it will be very nice if you enable the nicehash compatibility for ethash and equihash