What we monitor

Network performance

We monitor your infrastructure for network problems that could affect player experience, such as packet loss, latency, and outages. 

Scaling and player trends

We reactively monitor your game’s player trends via graphs and dashboards for spikes and drops in concurrent players. If we see anything outside the ordinary, we’ll proactively alert you. 

Game performance and machine resource usage

We monitor the resource usage of every machine in your fleet for signs of excessive memory usage, CPU spikes, disk space, and more. 

Upstream maintenance

We keep track of scheduled maintenance of our upstream providers that could impact your infrastructure and adjust your fleet accordingly. 

What we support

Integration and configuration support

We work with you through every step of the integration process, including feature requests and adjustments well after your initial onboarding. 

Game updates

We support you through every step of the updating process. If anything unexpected happens, we’ll be right there to help you resolve it as quickly as possible. 

Network and hardware troubleshooting

If anything goes awry with a machine in your fleet, we’ll get to the bottom of it. 

Game performance optimization

We work with you to ensure that your infrastructure and server configurations match the performance needs of your game.

Our priorities

We know that nothing is more important than providing a consistently excellent experience for your players. To ensure that we’re able to deliver this experience, we focus on monitoring infrastructure performance, troubleshooting integration and machine issues, and responding to your inquiries and requests within 30 minutes. 

How we notify you

We’ll notify you of scheduled maintenance, network outages, machine issues, and scaling changes through your dedicated Slack channel. If you don’t want to spend all of your time in Slack, we’ll notify you via your preferred communication method. 

Internal escalation paths

Tier 1 Support Team

Our Tier 1 Support Team is here 24/7 to monitor your infrastructure, answer questions, troubleshoot problems, or adjust configurations. 

Tier 2 Support Team

If our Tier 1 Support Team isn’t able to handle a request, they’ll escalate to our on-call Tier 2 Support Team. 

Technical Operations Team

If our Tier 2 Support Team decides that an issue is more complicated than their scope, we’ll escalate to our on-call Technical Operations Team. 

Head of Engineering

If the Technical Operations team can’t resolve a problem or question, we’ll pull in the Head of Engineering.