koobas.hobune.stream
How does one get support?
My company has purchased multiple Unity Pro licenses and have run into an issue with render textures, which is a Pro feature. I have posted in the forums, created a bug ticket, and emailed support. I have gotten nothing more than "We'll look into it, meanwhile, check out our forums."
My question is, how does a company get real support with a timely resolution with paid licenses of Unity Pro?
Unity Studios handles paid support and consulting for Unity. If it's an actual engine bug, then it would generally be fixed for the next update of Unity. Evidently you can get early access to pre-release builds in certain cases; I would assume this would be for show-stopping critical bugs that have no work-arounds.
Hm, interesting. Affiliated with Unity, LLC at all, or just a third-party company? I'll keep these guys in $$anonymous$$d for the future. :P
@SpikeX: The support page at unity3d.com (http://unity3d.com/support/) lists Unity Studios, and the Corporate page at unity-studios.com says that it's a sister company of Unity Technologies but is still a separate entity.
Thank you for the suggestion for Unity Studios. Sounds like they may be helpful as an additional resource for development. However, as you mention, my question is related to an actual engine bug. In this case, I'm not sure how to get on the path where they acknowledge the bug and give me some indication if/how/when it will be fixed. I guess the important thing here is before we spend any more money on licenses, we'll need to figure out if Unity plans to support their product or if the best I can expect is answers from other customers.
@$$anonymous$$: I would suggest emailing support again; that's the most official channel there is.
Thanks Eric. I'm getting the impression that Unity is not yet up to the task of supporting business class customers.
Unity comes with technical and bug support. If you're having problems with the editor technically (i.e. getting it to run on your hardware), Unity HQ will help you with that (I hope). But buying a Pro license does not give you free game design/development advice or troubleshooting. Unity is a game engine, a development tool, and as such, you are expected to know how to use it. It would be like calling Microsoft because you need help with a C++ program you're writing.
So if you think this is a technical problem, please feel free to contact Unity in any way possible. Check the "Contact Us" page on their website, and keep your bug report ticket updated with as much information as possible.
If this is not a Unity Editor issue, though, and is more of a problem related to your game and its development, I don't think Unity HQ will help you. If you have a specific question, you can ask it here, and if someone can help you out they will. You can also, as you said, ask on the forums, though the forums are more for discussion-related questions than solid, definitive questions and answers.
I'm not asking for game advice nor do I want them to give me advice on how to code.
If you are saying I have to pay them to fix a feature that does not work as documented, then all I'm asking is who do I contact and what does it cost?
I'm not new to program$$anonymous$$g, and I have a specific test case where I can demonstrate how the engine is not working correctly. I need something better than "maybe we'll fix it someday" though. But at this point, I haven't even gotten that.
Alright, I was a little confused by your question is all. Once again I will recommend contacting support directly in as many ways as possible, via emails and bug reports, as well as posting something on the forums detailing the exact problem, and how you can reproduce it, to see if anyone else has/can reproduce the problem, as well.
