website logo
⌘K
What is Gameye?
Getting started
Getting ready to start
1. Set up your Docker Hub account
2: Set up your organization on Gameye
3. Sort and push your Docker file
4. Configure your ports
5. Start the API call
API
API endpoints
Regions and locations
Error handling
Guides
Integrations
Using Gameye
Working with Docker
Support
Getting support
Giving feedback
Troubleshooting
Troubleshooting problems
FAQs
How do I start using Gameye?
Do you require authorisation to use the API?
How does Gameye scale?
What is the difference between a location and a region?
Is Gameye free to use?
FAQs
Glossary
Docker
Container
Region
Image Registry
Bare metal
Flex metal
Cloud
Matchmaker
Changelogs
Docs powered by
Archbee
Support

Getting support

5min

The best way to get hold of us for more serious matters is over email: support@gameye.com.

If your issue is low priority and can wait, you can also get in touch via you own private communication channels available in either:

  • Slack
  • Discord

How fast will we be?

You might need help at any time of the day or night, so we have four tiers of SLA, depending on how urgent your issue is. Make sure you understand the tiers. That way, we can prioritize any issues. The table below should help you mark your messages properly. If you're unsure what tier to use, feel free to ask.

Tier

Response time

Examples

Low

Best effort

Adding a new region, asking for changes to our SDK, general advice.

Medium

2 hours

Some players can't join sessions (less than 50%), small packet losses, a game session is randomly stopping or refusing a session.

High

1 hour

Most players (over 50%) can't join a session, a location or service is offline, high packet loss.

Urgent

30 minutes

All players can't join a session, all locations or services are offline.

(Basically, nothing works, and everything is on fire.)

Put the priority in the subject line

Our ticketing system checks for the priority in your subject line. Just make sure to put the priority in square brackets. For example, if your services are completely down, you could have: “Help! All of my services are down. [Urgent]."

If you don't put a priority in the subject line, we'll automatically mark it as low priority.

Escalating a problem

We don't always know the answer to your question. In those cases, we'll escalate to someone else to make sure we can resolve your problem.

Updated 04 Jul 2023
Did this page help you?
PREVIOUS
Install Docker on Ubuntu or Debian
NEXT
Giving feedback
Docs powered by
Archbee
TABLE OF CONTENTS
How fast will we be?
Put the priority in the subject line
Escalating a problem
Docs powered by
Archbee