Support Plans

Redpoint Games offers premium and enterprise plans for studios who need enhanced support or guaranteed response times.

Support FAQ

• • Only paid products include Standard support. There is no support for EOS Free Edition.
• • All plans are billed annually in USD.
• • Per seat is measured as "per technical user (such as a C++ programmer or engineer) who opens Unreal Engine containing a Redpoint Games plugin or product within a 12 month period".
• • Premium support requires a minimum 5 seat purchase, thus the minimum purchase to cover one year of support is $6000 USD. To ensure that we provide an exceptional support experience for Premium support customers, we are not able to offer a plan with a smaller seat count.
• • Prioritization requests are handled in this order: Bug fixes, then feature requests. Requests at the same prioritization level are handled in the order they are received.
• • The full Terms of Service governing Premium support plans is detailed here.

Feature notes

• ¹  Only for cases where details of the support request are restricted to your organisation. We encourage the use of public or console-specific channels where possible, so that other customers may benefit from the support resolution.
• ²  For premium plans, 8 hours of remote desktop support per month is included. Additional support is billed at an $100 / hr rate. Redpoint Games makes the determination when remote desktop support is appropriate.
• ²  Support for engine versions older than the "last 3" is available where the product previously supported that engine version, and you activate extended engine support within 3 months of that engine version dropping from the "last 3". For example, if 4.27 is the latest Unreal Engine version, then the "last 3" supported engines would be 4.27, 4.26 and 4.25. An engine version such as 4.24 would fall under extended engine support.
• ⁴  Feature prioritization is done in consultation with Redpoint Games. We'll estimate ahead of time how long we think a feature will take so you can choose whether or not to go ahead with prioritization. If it looks like the feature will take longer to implement than the originally estimated time, we'll re-estimate and you can choose to continue or cancel the feature prioritization.
• ⁵  We offer a "fallback" email service for customers who are unable to use Discord-based support. You can access email-based support by emailing [email protected]. Please note that due to the limitations of email, response times are longer than you would experience with Discord.
• ⁶  All premium plans include a custom license of clang-tidy for Unreal Engine at no additional cost.

Service level agreement

• • As part of a Premium support plan, we guarantee that we'll respond to questions in the #premium-support channel in Discord same or next business day (Melbourne, Australia time).
• • We'll work with you to triage issues that are raised, and if they are determined to be bugs, you can request prioritization of those bug fixes in the #premium-support channel.
• • Prioritization affects the order that bug fixes and features are worked on on the roadmap. It doesn't affect how many hours are worked per business day. We don't do overtime, "on-call" support or work on weekends.
• • Redpoint Games closes for a short period over the Christmas break and all support is transitioned to a community support model during this time. This year's dates for the closure are 17th December 2022 to 8th January 2023.