TABLE OF CONTENTS


Working Hours 

At Improbable we have a dedicated team of knowledgeable support engineers standing by to help you with any requests you may have. For urgent requests, we are available 24/7 and aim to resolve critical issues as soon as possible, paging in internal subject matter experts as necessary. We generally answer other queries during London working hours within a day of posting and based on their reported priority. 


See below our service level objectives (SLOs) and an overview of priorities. It's important for you to set the right priority on your tickets to help us prioritize our work so we can help our customers effectively and in a timely manner based on the issue they are having. 

Service Level Objectives 


Priority

Response Time SLO

Incident (P0 with "trigger on-call procedures" selected)

30 minutes

P0

1 business hour

P1

1 business hour

P2

1 calendar day*

P3

1 calendar day*


* Excepting weekends and holidays.

  

Priority versus Urgency

Often urgency and priority go hand-in-hand. When you raise a P0 ticket, our out-of-hours engineers will be called in automatically to assist you directly. However, if you have a high priority but low urgency request, for instance a bug that doesn't halt operations, but will block upcoming playtest, you can deselect the "incident" checkbox. In such cases you would get a response within 1 business hour. 

Priority Overview

Every ticket is important, but not every ticket is equally urgent. To help us prioritize, we assign each one a status level from P0 (critical) down to P3 (relatively minor). In order for our customers to get the help they need when they need it, please assign the appropriate priority to your ticket. If in doubt, please read below and overview of each priority to better assess 


P3

  • Problems that aren't blockers, have a medium to low impact on your business. 
  • Problems that have a workaround, but a better solution is desired. 
  • Technical questions and other non-impacting communication. 
  • Feature requests that would be nice to have (quality of life) but aren't a must.  

P2

  • Problems significantly affecting your use of one of our products. The situation causes a high adverse impact on your business operations and there are no workarounds. 
  • Feature requests for which you would benefit greatly. For example, feature requests that would speed up your development or deployment greatly. 

P1

  • Problems that halts your business operations and no workaround exists. 
  • Problems such as: the loss of production data, systems are down or development is halted. 
  • High priority feature requests that will block your development or release if not implemented. 

P0

  • Problems that directly impact your customers. For example, a live deployment that is down preventing your players from playing your game. 


Check a ticket’s status and progress →