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We really appreciate everyone's patience and understanding. To update everyone, we have seen a dramatic increase in the number of tickets following the launch of TERA on Steam and the simultaneous release of the gunner class. We expected a spike in volume right around the launch, but we did not foresee the sustained increase in tickets that we are experiencing. We are doing everything we can to answer tickets as quickly as possible, and we are also looking into other ways of tackling the challenge of answering so many tickets in a more timely manner.
Can you access any of the other servers besides TR? What is the exact error message you are seeing?
All of us here are thrilled with the excitement surrounding the simultaneous launch of TERA on Steam and the new Gunner class. This excitement has resulted in an extremely large increase in the number of support tickets being submitted, and has created a backlog which has led to a response time that is now over one week. We’re not ok with this, and we know you're not either.

In unusual situations such as this we sometimes have to make difficult calls. Beginning today at 1:00 p.m. PDT we will be closing the chat service so that we can focus entirely on this large backlog of tickets. As a small team, being able to put all of our resources towards these tickets will allow us to get back to a response time that players have come to expect from us. We will review the situation at the end of the week, but our current plan is to reopen the chat service on Monday the 25th.

We apologize for any inconvenience this may cause, and we appreciate everyone’s patience and understanding.
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