Getting support

The best way to get hold of us for more serious matters is over email: support@gameye.com.

If your issue is low priority and can wait, you can also get in touch via you own private communication channels available in either:

• Slack
• Discord

How fast will we be?

You might need help at any time of the day or night, so we have four tiers of SLA, depending on how urgent your issue is. Make sure you understand the tiers. That way, we can prioritize any issues. The table below should help you mark your messages properly. If you’re unsure what tier to use, feel free to ask.

Tier	Response time	Examples
Low	Best effort	Adding a new region, asking for changes to our SDK, general advice.
Medium	2 hours	Some players can’t join sessions (less than 50%), small packet losses, a game session is randomly stopping or refusing a session.
High	1 hour	Most players (over 50%) can’t join a session, a location or service is offline, high packet loss.
Urgent	30 minutes	All players can’t join a session, all locations or services are offline. (Basically, nothing works, and everything is on fire.)

Put the priority in the subject line

Our ticketing system checks for the priority in your subject line. Just make sure to put the priority in square brackets. For example, if your services are completely down, you could have: “Help! All of my services are down. [Urgent].”

Caution

If you don’t put a priority in the subject line, we’ll automatically mark it as low priority.

Escalating a problem

We don’t always know the answer to your question. In those cases, we’ll escalate to someone else to make sure we can resolve your problem.