Introducing a new customer helpdesk system (beta)

[silent]

Dear customers,
 
In order to enhance the service level we are introducing a beta version of improved customer helpdesk to your companies. The main goal of the system is to introduce a reliable way of private communication between your company and UNIGINE support team, getting rid of unreliable and hard-to-track email threads with multiple participants.

Once the system will prove being production-ready, there will be two channels for technical support:

• The support system for private requests - handled by the UNIGINE team only.
• Public forum for other questions - you can get different solutions from the community as well, improving a public knowledge base.

Key features of the new system:

• Direct support from a dedicated UNIGINE team for VIP and Regular support members.
• Maximum response time: 48 hours for Regular support members and 24 hours for VIP support members.
• Convenient ticket tracking: highlighting of a ticket state, a search system for tickets, sorting, etc.
• Commenting of tickets.
• Attachments to tickets (stored under My uploads section of the portal).
• Company administrators can monitor all tickets created by other accounts of the company.
• Mail notifications for comments on tickets that can be enabled or disabled.

The new customer support system is now available on UNIGINE developers portal: https://developer.unigine.com/en/personal/support for for customers with active maintainance license.
 
We hope the system will help making your projects better.
 
Please don’t hesitate to post your feedback in this topic.

[binstream]

So basically we encourage all users to keep using forum for most of the communication, while if you have some private support request with sensitive data, you should use the new support system.

[silent]

Hello!

 

A minor update for support help desk system is released:

• Added comments editing feature.
• Fixed word-wrapping algorithm (now words would not break in the middle).

More features (like code highlighting) will be added in the next updates.

 

Stay tuned!

[ivan.cuevas]

• Can you provide more information about support services (prices, access to early versions, patches, ...)?
• VIP support has more advantages apart of time response?

 

Thanks.

[binstream]

 

• Can you provide more information about support services (prices, access to early versions, patches, ...)?

 

We have 3 levels of service now:

• Community:
  • Forum access only (Unigine staff answers occasionally)
• Regular:
  • Forum access
  • SDK updates access
  • Direct support by Unigine staff with regular priority
• VIP:
  • Forum access
  • SDK updates access
  • Direct support by Unigine staff with MAXIMAL priority
  • Early hotfixes access
  • On-site trainings by Unigine staff

Pricing depends on the base license terms (platforms, product), please contact licensing@unigine.com for more info.

[ulf.schroeter]

Will be interesting if this new model will render the forum completely useless with just "occational" Unigine participation....

[binstream]

Basically we are moving all the hard-to-track emails (personal addresses, lost CC members, messed threads etc) to this new system.

The forum will be exactly the same as it is - we do believe that it is an extremely important collaborative knowledge base.

[unclebob]

Good news everyone!

 

We're happy to tell that all evaluators will automatically get access to our helpdesk until the end of evaluation period.

 

Upload limits were also increased:

• VIP support up to 3 Gb
• Regular support up to 500 Mb

Here's the link everyone can use: https://developer.unigine.com/en/support