PRODUCTS

Unity Essential Success

Stuck on a project? Clock running? Consider Unity Essential Success 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 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 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 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 Unity Essential Success??

Once you’ve purchased Essential Success, 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 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.

What if I need more than what Essential Success provides?

Unity 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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