Development Support

There are 3 tiers of support offered.

	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.	Direct Contact Support $750 per month
Example 2 - Customer has a single project and wants some hands on support inside their codebase.	Enterprise Support Slack, Acc. mgmt, helpdesk - $0 0.5 FTE - $15,000 per month
Example 3 - Customer has multiple projects in parallel, some of which are large.	Enterprise Support Slack, Acc. mgmt, helpdesk - $0 Team of 4 FTEs - $120,000 1-2 FTEs support eng 2-3 FTEs solution dev

Development Support SLA

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

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