This, understandably, is a source of great frustration for Russell, who is essentially performing two jobs at Ritual and who only has a finite amount of time to spend on each.
Some recent calculations revealed that, last week, gamers with pirated copies of Emergence requesting support outnumbered gamers with legitimate copies of Emergence requesting support by a ratio of nearly five to one. Mike Russell, QA Manager of Ritual Entertainment, makers of the SiN Episodes games, discusses the impact of the scale of piracy on tech support in this article: There are several examples which cement the picture of both the scale of piracy being extremely high compared to legitimate sales, and the direct costs of piracy also being high due to their imposition on limited tech support resources. One method which is reasonably robust - and coincidentally highlights one of the directly measurable costs of piracy - is to look at tech support requests made by people who are using a pirated copy of a game. Gaming companies have other ways in which they can determine and cross-check how many non-legitimate versions of their games are in use.
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