PRODUCTS

Unity Core Support

Stuck on a project? Clock running? Consider Unity Core Support for peace of mind. Your dedicated Support Coordinator and experienced Unity engineers are ready to help.  

core Support Coordinator

The support you need, when you need it

Unity Core Support ensures you minimize downtime, get answers to your questions, and resolve problems quickly. Our timely technical support is delivered by experienced Unity engineers, features guaranteed response times, and ensures you stay on top of issues with an assigned Support Coordinator.

Keith O’Conor, Technical Director, Romero Games

“It’s invaluable to be able to ask anything – whether it’s about a bug, needing more detail on a particular feature, or wondering the best way to implement something – and have an experienced engineer with knowledge of the code base be able to answer. And if they can’t answer, then they know who to ask. This is all without taking time away from our programming team, so they can concentrate on making the game."

Keith O’Conor, Technical Director, Romero Games

Key benefits

Access to Unity engineers

Unity engineers will work on up to three concurrent tickets with guaranteed response times. You choose the severity of the ticket you submit, selecting 8, 12, or 24 hours for a response.

Support Coordinator

Your Unity Support Coordinator drives issues from submission to resolution and maintains clear lines of communication so you always know what’s going on.

Unlimited users and named contacts

As many users as you like can submit tickets.

More questions on Core Support? Or interest in other support products?

In addition to Core Support, Unity offers Integrated Success Services (ISS), which provides many additional features. These include more concurrent tickets, an annual Project Review, and a Unity Developer Relations Manager (DRM), a strategic partner for your project.

Frequently asked questions

What happens after I purchase Unity Core Support?

Once you’ve purchased Core Support, your Unity Support Coordinator will set up your organization in Zendesk and then contact you to schedule an onboarding call.

How long is the subscription term for Unity Core Support?

It’s a one-year subscription, which you can either pay up-front or monthly.

Can I cancel Core Support whenever I want?

No. It’s a one-year contract. At the end of the year, you can choose whether to renew for another year.

Why wouldn’t I just assign the highest level of severity to all my tickets?

Tickets are handled by the Unity engineers based on severity. While you certainly could assign every ticket the highest level of severity, you run the risk of Unity engineers spending time on a lower-priority issue instead of the ones you really want addressed first.

Is there a plan with less than three tickets? What if I only need one ticket?

At present, Unity Core Support is our lowest-tier support plan and it comes with a minimum of three tickets. More tickets can be purchased if desired.

What if I need more than Core Support provides?

Unity Core Support has a number of add-ons that can be purchased, such as additional tickets, faster response times, and more. Larger companies may want to consider Integrated Success Services (ISS), which is a higher-level support option that includes five tickets, a Project Review, and a dedicated strategic partner.

What does a typical ticket resolution involve?

While some tickets are very easy to resolve, others take extensive work by our internal engineering team to dig deep into source code. These tickets can involve multiple back-and-forths between you and the support and engineering teams as we work to resolve them in the best way possible.

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