It is important that you know what we stand for when it comes to support. This helps to set expectations, and ultimately gives you a better service when you require support from us.
Transparency We’ll be transparent about what we do and why we do it. You should never be left in the dark when it comes to using our systems.
Accountability If we do something wrong, we own it, we fix it and we try our best to make sure it doesn’t happen again.
Honesty In order to be transparent and accountable, we need to be honest.
Peace of mind You should always feel like your game and your services are being looked after by an experienced, professional team. We want you to have peace of mind that when you leave the office on Friday afternoon, you will come back on a Monday morning and everything will be running just as you left it.
Our support team is made up of technicians dedicated to gaming. The majority of us have been playing games since we were barely able to walk. This means there is a level of passion that isn’t seen in your average live operations support team.
When you request support, you will have one of our experienced technicians pick up your request and begin to work on it within a specified time frame (Depending on urgency). They will diagnose the problem and will try to replicate it on their end. They may ask you to provide further information on the issue you are facing or even to help them test. It is important that you work closely with your assigned technician so that they can resolve the issue as quickly and painlessly as possible.
At Gameye, all of our technicians are real people. There is no fancy AI or bot behind the screen. This means that sometimes they may not know the answer to your problem or they might come across an issue that is beyond their skill set. In cases like this, we have a full escalation path in place in order to make sure your issue gets to someone in the business that ultimately can resolve the problem. Our escalation flow looks like so: