# Development Support

|                              | **Community** | **Direct contact**       | **Enterprise**             |
| ---------------------------- | ------------- | ------------------------ | -------------------------- |
|                              | Free          | $750 per month\*         | Contact us (min 0.5 FTE\*) |
| Communication                | Discord       | Email                    | Slack Channel + calls      |
| Helpdesk tickets             | No            | 5 concurrent tickets\*\* | ∞                          |
| Response time\*\*\*          | n/a           | 24 hr                    | 2 hr                       |
| Multi-project support        | No            | No                       | Yes                        |
| Account manager              | No            | Pooled                   | Designated                 |
| Solutions architect          | No            | No                       | Yes (monthly rates)        |
| Product roadmap sessions     | No            | No                       | Yes                        |
| Access to technical services | No            | No                       | Yes (monthly rates)        |

\*Minimum term is 3 months

## Enterprise Support

For Enterprise Support customers, a package is constructed to the customer’s requirements. This may be a cross functional team that includes solutions architects and engineers from multiple disciplines.

The package will include a committed spend on a monthly basis for a number of FTEs (e.g. 2.5 FTEs). This number of FTEs is a pooled number across the different disciplines that make up the package. This means that the exact mix of the types of work and disciplines of staff can shift from month to month as projects are completed and new requirements arise.

There is the option to augment the package with subject matter expert specialists who can be brought in on a per-day basis for highly complex or novel solutions work.

The minimum commitment size for enterprise dev support is 0.5 FTEs ($15,000 per month total).

### Enterprise Support Rate Card

$30k per FTE-month

$3k daily specialist rate

## Development Support Examples

| Example 1 - Customer has strong technical capability across web + Unreal development; customer has a single smaller sized project. | <p>Direct Contact Support</p><p>$750 per month</p>                                                                                                                  |
| ---------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Example 2 - Customer has a single project and wants some hands on support inside their codebase.                                   | <p>Enterprise Support</p><p>Slack, Acc. mgmt, helpdesk - $0<br>0.5 FTE - $15,000 per month</p>                                                                      |
| Example 3 - Customer has multiple projects in parallel, some of which are large.                                                   | <p>Enterprise Support</p><p>Slack, Acc. mgmt, helpdesk - $0</p><p>Team of 4 FTEs - $120,000</p><ul><li>1-2 FTEs support eng</li><li>2-3 FTEs solution dev</li></ul> |

## Development Support SLA

|                                                    | Direct Contact | Enterprise     |
| -------------------------------------------------- | -------------- | -------------- |
| Support Requests Time to Initial Response          |                |                |
| Standard Requests                                  | <24 hours      | <4 hours       |
| <p>Urgent Request<br>(Live, Blocker, Critical)</p> | <24 hours      | <2 hours       |
| Support Requests Update Frequency                  |                |                |
| Standard Requests                                  | n/a            | Every 48 hours |
| <p>Urgent Request<br>(Live, Blocker, Critical)</p> | n/a            | Every 24 hours |

Support is available during working hours: 10AM - 5PM UK Time