Support Tiers

Beamable offers three distinct support tiers to cater to the diverse needs of your team. Each tier may have its differences but we guarantee high-quality support to all game makers. Below we have broken down each tier to help you find what will fit your needs.

Basic Support

Support Channels: Beamable’s Discord and Beamable support email ([email protected])
Response Time: No timing guarantees. Issues are addressed on a first-come, first-served basis. All issues are attempted to be resolved within 20 days.
Support Services:

• Direct access to Community Engineers
• Guidance for best practices and self-service resources
• General technical troubleshooting

Platform Availability: 99.9% target uptime
Scheduled Maintenance: 24-hour advance notice via Discord and social media.
Holiday Coverage: No support during days Beamable dictates as limited or blackout days.

Ideal for: Casual users and small-scale projects with basic support needs.

Pro Support

Support Channels: Dedicated, private support channels via Slack/Discord, or alternative methods agreed upon by the customer.
Response Time: Prioritized response over Basic Support. All issues are attempted to be resolved within 48 hours.
Support Services:

• Direct access to domain experts for work sessions, code reviews, and high-level troubleshooting.
• Consideration of client schedules and issues for release planning
• Possible availability for tailored solutions †

Platform Availability: 99.9% target uptime
Scheduled Maintenance: 72-hour advance notice via email or chat.
Holiday Coverage: Emergency coverage on limited and blackout days. _
Billing: Available as a monthly subscription, it can be canceled at any time

Ideal for: Growing teams and projects requiring more dedicated support and faster response times.

Enterprise Support

Support Channels: Dedicated, private support channels via Slack/Discord, or custom channels agreed upon by the customer.
Response Time: Prioritized response over all other tiers.
Support Services:

• Customer Success account syncs
• Dedicated Customer Success rep
• Services included with Pro Support tier

Platform Availability: 99.9% SLA with outage credits
Scheduled Maintenance: One-week advance notice via email or chat.
Holiday Coverage: Emergency coverage on limited and blackout days ††
Billing: Available as an annual subscription
Included in all implementation services and Private Cloud contracts

Ideal for: Large-scale projects and teams demanding the highest level of support and response.
By understanding the nuances of each tier, you can select the best support tier to align with your team's specific goals. If you have any questions or require further clarification, please don't hesitate to contact our support team.

†Emergency coverage is defined as critical, verifiable outages and API failures.

††Depending on the complexity of the custom solution, additional fees may apply