Getting support
The best way to get hold of us for more serious matters is over email: [email protected].
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
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.) |
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.
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.
