What we monitor
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.
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.
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.
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.