Following discussions with the community this post is to address various concerns and issues. To start I’d like to concretely clarify on some of the most concerning rumors.
- WISP is not dying. Revenue is up month on month and has been since it was launched. New signups only continue to rise. There is no financial strain.
- WISP is not abandoned.
- WISP does not have any known security vulnerabilities.
- I still love and care about WISP.
Support
Support and communication is a big pain point for our customers. This has left a good number of customers feeling ignored, and unacknowledged. This is a regrettable mistake.
There will be two new support agents in Discord within days, and I’m considering hiring a community manager just for Discord if I can find the right person.
Starting today we’re on-boarding new support agents who will be able to handle better triaging. This should be complete within days & the specific people will be announced in Discord as they’re cleared to actually perform tasks.
A lot of customers have previously had issues with emails going unanswered as a result of them emailing from an address that isn’t registered directly with WISP. We will be opening up the filters to allow these emails through, and informing customers more clearly that they need to email from the address the email used to sign into wisp. This is already done.
We moved from ticketing to emails, and this is something that many customers have expressed dislike about. Longer term we will be migrating to a ticketing system.
Development
Development has been frozen for a long time, only focusing on maintenance and security issues. Tonight the issue with logs.panel.gg has been resolved. Looking out a bit further these are the issues customers have highlighted that I will be focusing on immediately. For now I’ll be handling development as a lead. Long term the project needs at least one additional developer, and I’ve reached out to people to start this process.
Priority issues:
- Modpack manager failing
- Server transfer system
Notes
Finally I’d like to thank customers who have remained patient with me & WISP over the last year, since there has been a breakdown in communication.
