This page only concerns paid support packages added to Metaplay Managed Service plans after January 1st, 2024

If you signed up to Metaplay before this date and have Slack-based support, your Slack-based support continues as normal, and this page doesn’t apply to you.

If you are a Metaplay Managed Service customer without a paid support plan, and you’d like to add one, you can check plans and pricing at metaplay.io/pricing.

Overview

For Metaplay Managed Service customers who signed up after January 2024 and added a paid support plan, this page outlines the process for creating a support case and details how you can expect it to be handled by the Metaplay team.

This page does not cover community-based support handled on the Metaplay Discord.

Support package SLAs

We will respond to your case following the service-level agreement specified in your support package.

If you’re on the "24/7" support package, you can expect to receive your first response according to the timescales outlined below regardless of business hours, including evenings and weekends.

If you’re on the "Next Working Day" support package, you can expect your first response to be within business hours on the timescales outlined in the table below. Our business hours are 09:00 - 17:00, Monday through Friday.

Creating a Support Ticket

1. First, go to your project’s dedicated support form. You’ll have received this from us when your plan started - the URL structure is metaplay.io/[companyname]/[projectname].
2. Complete the form as thoroughly as possible, noting especially the severity level.

Severity Levels

The full list of severity levels and response times, along with some example problems, is as follows:

Severity	Severity level code	24/7 first-response time	Next working day first-response time	Example problem
General guidance	low	2 days	3 business days	You have a general development question, or you want to request a feature.
Non-critical issues and errors	medium	24 hours	2 business days	You have a problem but it isn’t directly affecting your revenue.
Revenue-impacting production problems	critical	8 hours	1 business day	You have problems with your production environment that are impacting your revenue.

Please take care to mark the severity level that best defines your case. Our team reviews all cases received, and we reserve the right to modify the severity level should we deem another to be more appropriate.

Describing Your Problem

Make your description as detailed as possible. Include relevant resource information, along with anything else that might help us understand your issue.

For example, to troubleshoot performance, include timestamps and logs. You can upload relevant files and server logs in the attachment fields at the bottom of the form.

For feature requests or general guidance questions, include a description of your environment and purpose.

When you provide as much detail as possible, you increase the chances that your case can be resolved quickly.

Resolving Your Tickets

Upon successful submission of your ticket, you will receive a reply confirming our team has received it. This includes your ticket number and a reminder of your chosen support SLA to help you understand when you can expect to hear from us.

An expert from our team will then reply in accordance with the appropriate first-response time, as outlined above.