A memo from Maxis general manager Lucy Bradshaw circulated within the studio reveals how much the troubled launch of SimCity has hurt the developer.
"I'll start by saying that I couldn't be more proud of SimCity and the Maxis team that made it and are supporting it," it reads, as reported by Polygon.
"The game launched with great reviews from both new critics and the veterans who have loved this franchise for so many years. SimCity is a software achievement that everyone at Maxis is extremely proud of.
"Then we launched it.
The rollout in North America has been challenging. It's also now evident that players across Europe and Asia are experiencing the same frustration.
"I'd like to say that it's not fair — that the game score shouldn't be punished for a server problem. But it is fair. SimCity is an online game and critics and consumers have every right to expect a smooth experience from beginning to end.
"I and the Maxis team take full responsibility to deliver on our promise.”
The studio's current priority is to "quickly and dramatically increase the number and stability of our servers and with that, the number of players who can simultaneously access the game", adding that "Maxis is working 24/7 to deliver on our promise".
Added Bradshaw: "Trust that we're working as hard as possible to make sure everyone gets to experience the amazing game we built in SimCity."