PRODUCTS

Unity Essential Success

Stuck on a project? Clock running? Consider Essential Success for peace of mind. Your dedicated Customer Success Manager and experienced Unity engineers are ready to help.  

core Support Coordinator

The support you need, when you need it

Essential Success 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 Customer Success Manager.

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.

Customer Success Manager

Your Unity Customer Success Manager is your internal advocate, driving your issues from submission to resolution. They maintain clear lines of communication so you’re always informed as they work towards your goals.

No user limits

With no restrictions on the number of people who have access to support, your entire team can get the help they need when they need it.

Customize your plan with optional add-ons

Need extra support? Boost your Essential Success plan. Let your Customer Success Manager know that you are interested in these value-adding options and they will help you get started.

Decrease support response times

Improve efficiency and reduce downtime with faster response times to tickets that your team submits. Response times as fast as two hours are available.

Source code access

(read-only)

Improve troubleshooting with access to the Unity Editor’s source code.

Add concurrent tickets

Increase the efficiency of your team by stepping up the throughput and resolution of issues by adding additional concurrent tickets.

More questions about Essential Success? Or interest in other support products?

In addition to Essential Success, Unity offers Integrated Success, 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 Essential Success??

Once you’ve purchased Essential Success, your Unity Customer Success Manager will set up your organization in Zendesk and then contact you to schedule an onboarding call.

How long is the subscription term for Essential Success??

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

Can I cancel Essential Success 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.

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?

Yes. If you need only one support ticket, Pro Support may meet your needs. However, Essential Success offers additional perks, including faster service, a Customer Success Manager, and bug handling.

What if I need more than what Essential Success provides?

Essential Success 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, 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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