The support you need, when you need it
Essential Success helps you minimize downtime, get answers to your questions, and resolve problems quickly. Our timely technical support is delivered by experienced Unity engineers.Get rapid response times and stay on top of any issues with an assigned Game Partner Relation Manager or Industry Technical Account Manager.
““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.” ”
Keith O’Conor - Romero Games
Technical DirectorKey benefits
Access to Unity engineers
Unity engineers will work to resolve your tickets with guaranteed response times. You choose the severity of the ticket you submit, selecting 4, 8, or 12 hours for a response.
Game Partner Relation Manager or Industry Technical Account Manager
Your Unity Customer Success Manager is your internal advocate, driving 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 priority access to assistance from Unity engineers.
Frequently asked questions
Once you’ve purchased Essential Success, your Unity Customer Success Manager will set up your organization in Zendesk and contact you to schedule an onboarding call.
It’s a one-year subscription, which you can either pay up-front or monthly.
No. It’s a one-year contract. At the end of the year, you can choose whether to renew for another year.
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.
Larger companies may want to consider Integrated Success, which is a higher-level support option that includes faster response times, a Project Review, and prioritized bug handling.
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.