Unity offers two technical support tiers: Standard Technical Support (Tier 2) with a 48-hour response time, suited for common issues and standard workflows, and Premium Technical Support (Tier 3) with faster response times (2-12 hours) and project-specific assistance, including full project reproduction and prioritized bug handling. Ticket limits and services vary by license and Success plan.
Symptoms:
- I want to understand the different levels of technical support Unity offers
- What is the distinction between Unity's Standard and Premium technical support?
- How do the response times for technical support tickets vary between tiers?
- Can I submit multiple technical support tickets at the same time?
- Will Unity look at my actual project code to help solve issues?
- Which Technical Support tier is more suitable for my project?
Cause:
Unity provides different levels of technical support based on your Unity license and Success plan, each designed with different response times and support approaches to meet various project requirements.
Resolution:
Unity offers two technical support tiers: Standard Technical Support (often referred to as Tier 2) and Premium Technical Support (often referred to as Tier 3). Each tier is designed with different service level agreements (SLAs) and support methodologies to address various customer needs effectively.
Technical Support Comparison
| Feature | Standard Technical Support | Premium Technical Support | ||
| Overview | Detail | Overview | Detail | |
| Guaranteed First Response Time | 48 hours | Contractual first response SLA is within 48 business hours, with follow-up replies provided as needed. | 2/4/8/12 hours (Based on license/Success plan) | Contractual first response SLA dependent on ticket priority |
| Concurrent Tickets | 1 ticket | A guaranteed SLA for the first concurrent ticket. Additional tickets can be submitted but will be queued. | Up to 5 tickets | A guaranteed SLA for the first 5 concurrent tickets. Additional tickets can be submitted but will be queued. |
| Scope of Supported Workflows | General, best practice advice | Covers officially supported workflows, Unity versions, and supported devices, with guidance to help make the most of these environments. | Personalized advice based on specific use cases | Support Engineers will provide guidance to customer questions, taking into account their specific project and use. |
| Investigation Method | Proven solutions & best practices | Provides general and best practice advice for supported workflows in the Unity Editor and engine, drawing on proven solutions and Unity expertise. | Project-specific deep-dive analysis | The team will answer both ‘How To’ questions and review customers' projects to support issues encountered. |
| Project Reproduction Support | Minimal sample reproduction | Customers can attach files such as editor logs, crash dumps, or code snippets to their support requests for reproducing specific issues, as long as the files are minimal in scope, do not exceed 2GB, and don’t contain any third-party dependencies or SDKs. | Full project reproduction support when needed | Support Engineers will accept full customer projects when needed to reproduce, investigate, and diagnose specific issues such as crashes, errors, or particular use cases. |
| Problem Identification | Known issues & standard workarounds | Engine Support offers guidance on typical causes and shares known workarounds to help resolve the issue. | Hands-on reproduction & tracking | Engine Support will attempt to diagnose the issue using all available tools. |
| Bug Handling |
- General and best practice advice - Guidance on how to submit bug reports |
Provides insights on known issues and offers guidance to help investigate and resolve them effectively. |
- Accelerated bug submission and QA reproduction*¹ - Prioritized bug handling*² |
- Reproduce a customer issue and submit it to the Unity bug tracker on their behalf.*¹ - Prioritize and submit bugs on the customer’s behalf - having our sustained engineering team work through them.*² |
| LTS Backporting | Not available | Backporting fixes is not part of Tier 2; customers are guided on alternative solutions when applicable.*² | Available when needed | If needed, and if possible, the team will backport the fix to the customer’s version of Unity LTS.*² |
*¹ Available for Enterprise 20+, Industry 10+, and Essential Success tiers.
*² Available for Enterprise 100+, and Integrated Success tiers.
Standard Technical Support
- Best for: Common technical questions, standard workflows, known issue resolution
- Available with:
Unity Enterprise (1-19 seats)
Unity Industry (1-9 seats)
Starter Success
Premium Technical Support
- Best for: Complex engine issues, project-specific problems, critical production support
- Available with:
Unity Enterprise (20+ seats)
Unity Industry (10+ seats)
Essential Success
Integrated Success
Note: Your support tickets are automatically routed to the appropriate queue based on your current license and Success plan when you submit them through your eligible Unity account.
For more information about Unity licenses and Success plans, see Unity Plans and Unity Success Plans.