Success Plan Descriptions

Last updated June 12, 2020

Below are descriptions of Unity’s Success Plans (“Success Plan Descriptions”). Each of the Success Plan Descriptions is issued under and subject to all of the terms and conditions of the Success Plan Terms, unless otherwise agreed in writing and signed by Unity.

Any capitalized terms not defined in a Success Plan Description have the meaning set forth in the Agreement.

Core Support

If you purchase Core Support, the following applies:

Initial Response Times*

Priority 2 / HIGH / 8 Business Hours

Priority 3 / NORMAL / 12 Business Hours

Priority 4 / LOW / 24 Business Hours

* Core Support does not include a Priority 1 response time.

Concurrent Support Requests

Unity and its Services Personnel will provide Support Services for up to a maximum of 3 concurrent Support Requests from you in accordance with Section 5 of the Success Plan Terms. 

Industry Managed Support

If you subscribe to access Industry Managed Support, the following applies:

Management Services

Developer Relations Manager. In addition to your assigned support coordinator, Unity will assign your team a Developer Relations Manager who will:

  • Coordinate and facilitate Unity’s technical resources as needed to enable a holistic approach to solution deployment and management, effective and timely communication between your team and Unity, proactively identify and resolve emerging issues, and effectively prioritize efforts by considering business impact and ISS priorities.

  • Maintain an understanding and awareness of your team’s technical use of, and engagement with, the Unity Software and act as a liaison between you and other Unity technical departments as required.

  • Ensure Unity’s ongoing prioritization of issues raised by your team.

  • Proactively communicate information to you about Unity Software Updates.

Quarterly Reviews. Unity will conduct a quarterly review of your use of the Support Services.

Initial Response Times*

Priority 2 / "HIGH" / 8 Business Hours

Priority 3 / "NORMAL" / 12 Business Hours

Priority 4 / "LOW" / 24 Business Hours

* Industry Managed Support does not include a Priority 1 response time.

Concurrent Support Requests

Unity and Support Personnel will perform Support Services for up to a defined maximum number of concurrent Support Requests in accordance with Section 5 of the Success Plan Terms, calculated based on your number of active Industry Starter Support subscriptions. Your team will receive 1 concurrent Support Request for every 10 active Industry Managed Support subscriptions held by your team above the first 50, up to a total maximum of 10 concurrent Support Requests.

Industry Starter Support

If you subscribe to access Industry Starter Support, the following applies:

Initial Response Times*

Priority 2 / "HIGH" / 8 Business Hours

Priority 3 / "NORMAL" / 12 Business Hours

Priority 4 / "LOW" / 24 Business Hours

* Industry Starter Support does not include a Priority 1 response time.

Concurrent Support Requests

Unity and Support Personnel will perform Support Services for up to a defined maximum number of concurrent Support Requests in accordance with Section 5 of the Success Plan Terms, calculated based on your number of active Industry Starter Support subscriptions. Your team will receive 1 concurrent Support Request for every 15 active Industry Starter Support subscriptions held by your team, up to a total maximum of 10 concurrent Support Requests.

Integrated Success Services (ISS)

If you purchase Integrated Success Services (or ISS), the following applies:

Additional Management Services

Developer Relations Manager. In addition to your assigned support coordinator, Unity will assign your team a Developer Relations Manager who will:

  • Coordinate and facilitate Unity’s technical resources as needed to enable a holistic approach to solution deployment and management, effective and timely communication between your team and Unity, proactively identify and resolve emerging issues, and effectively prioritize efforts by considering business impact and ISS priorities.

  • Maintain an understanding and awareness of your team’s technical use of, and engagement with, the Unity Software and act as a liaison between you and other Unity technical departments as required.

  • Manage escalation for Priority 1 (Emergency) Requests.

  • Ensure Unity’s ongoing prioritization of issues raised by your team.

  • Proactively communicate information to you about Unity Software Updates.

  • Coordinate and ensure timely delivery of additional Support Services included in your Success Plan.

Quarterly Reviews. Unity will conduct a quarterly review of your use of the Support Services.

Additional Support Services

Unity will prioritize the backport of fixes to the current supported version(s) of the Unity Software for the Unity Supported Platforms that are applicable to your use of the Unity Software.

Unity will provide your team with 1 Project Review during each year of a subscription period in accordance with the Project Review Description. You may purchase additional Project Reviews for additional fees.

For purchases of ISS that occur before June 1, 2020, Unity will provide your team with two (2) standard, half-day Training Workshops during each year of a subscription period in accordance with the Unity Training Workshop Additional Terms.  

Initial Response Times

Priority 1 / "EMERGENCY" / 2 Business Hours

Priority 2 / "HIGH" / 4 Business Hours

Priority 3 / "NORMAL" / 8 Business Hours

Priority 4 / "LOW" / 12 Business Hours

Concurrent Support Requests

Unity and its Services Personnel will provide Support Services for up to a maximum of 5 concurrent Support Requests, in accordance with Section 5 of the Success Plan Terms.  

Integrated Success Services - Enterprise (ISS-Enterprise)

If you subscribe to access Integrated Success Services - Enterprise (or ISS-Enterprise) as an add-on to the Technical Support included with your Unity Enterprise Plan, you will receive all the benefits of Technical Support as updated below: 

Additional Management Services

Developer Relations Manager. In addition to your assigned support coordinator, Unity will assign your team a  Developer Relations Manager, who will replace your Customer Success Manager.  Your Developer Relations Manager will:

  • Coordinate and facilitate Unity’s technical resources as needed to enable a holistic approach to solution deployment and management, effective and timely communication between your team and Unity, proactively identify and resolve emerging issues, and effectively prioritize efforts by considering business impact and ISS priorities.

  • Maintain an understanding and awareness of your team’s technical use of, and engagement with, the Unity Software and act as a liaison between you and other Unity technical departments as required.

  • Manage escalation for Priority 1 (Emergency) Requests.

  • Ensure Unity’s ongoing prioritization of issues raised by your team.

  • Proactively communicate information to you about Unity Software Updates.

  • Coordinate and ensure timely delivery of additional Support Services included in your Success Plan.

Quarterly Reviews. Unity will conduct a quarterly review of your use of the Support Services.

Additional Support Services

Unity will prioritize the backport of fixes to the current supported version(s) of the Unity Software for the Unity Supported Platforms that are applicable to your use of the Unity Software.

Unity will provide your team with 1 Project Review during each year of a subscription period in accordance with the Project Review Description. You may purchase additional Project Reviews for additional fees.

Initial Response Times

In addition to the Initial Response Times set forth in the Technical Support Success Plan Description, your ISS-Enterprise subscription includes:

Priority 1 / "EMERGENCY" / 2 Business Hours

Technical Support

Technical Support may be included as a subscription benefit with your Unity Enterprise Plan.  If it is, the following applies:

Additional Management Services

Customer Success Manager. In addition to your assigned support coordinator, Unity will assign your team a Customer Success Manager who will:

  • Coordinate and facilitate Unity’s technical resources as needed to enable a holistic approach to solution deployment and management, facilitate effective and timely communication between your team and Unity, and proactively identify and resolve emerging issues.

  • Maintain an understanding and awareness of your team’s technical use of, and engagement with, the Unity Software and act as a liaison between you and other Unity technical departments as required.

  • Proactively communicate information to you about Unity Software Updates.

Semi-annual Reviews. Unity will conduct a semi-annual review of your use of the Support Services.

Initial Response Times*

Priority 2 / "HIGH" / 4 Business Hours

Priority 3 / "NORMAL" / 8 Business Hours

Priority 4 / "LOW" / 12 Business Hours

* Technical Support does not include a Priority 1 response time.

Concurrent Support Requests

Unity and Support Personnel will perform Support Services for up to a defined maximum number of concurrent Support Requests in accordance with Section 5 of the Success Plan Terms, calculated based on your number of active Unity Enterprise Plan subscriptions. Your team will receive 1 concurrent Support Request for every 20 active Unity Enterprise Plan subscriptions held by your team, up to a total maximum of 10 concurrent Support Requests.

APPENDIX 1:
Success Plan Add-Ons and Third Party Product Success Plans

You may be eligible to purchase the following add-ons to your Success Plan.  

Add-On: 1 Concurrent Ticket

If you purchase 1 Concurrent Ticket, Unity will increase the number of concurrent Support Requests associated with your Success Plan by 1.

Add-On: Co-Located Hardware

If you purchase Co-Located Hardware, Unity will install development hardware that is owned and maintained by Unity onto your network to be used to reproduce issues and provide access to otherwise restricted development environments.  

Add-On: ISS Add-On

If you purchase an ISS Add-On to your Integrated Success Services (i.e., ISS or ISS-Enterprise), UTECH will add Developer Relations Manager coverage for one of the following (as requested by you): 

  • 1 additional Project, or

  • 1 additional Geographic Region.

For clarity, such addition does not increase your existing Success Plan’s number of concurrent Support Requests or Project Reviews.

Add-On: Project Review

If you purchase an additional Project Review, Unity will provide you with a Project Review, subject to the Project Review Description. You will be responsible for Unity’s reasonable out-of-pocket travel, lodging and related expenses for any Support Services provided on-site.  Project Reviews are subject to availability and must be requested at least 30 days in advance. 

Add-On: SLA Upgrade

If you purchase one of the below Service Level Agreement (SLA) upgrades, Unity will upgrade the Initial Response Times associated with your Success Plan accordingly.  

SLA Upgrade: 4/8/12 to 2/4/8 

Priority 1 / EMERGENCY" / 1 Business Hour*

Priority 2 / "HIGH" / 2 Business Hours

Priority 3 / "NORMAL" / 4 Business Hours

Priority 4 / "LOW" / 8 Business Hours 

SLA Upgrade: 8/12/24 to 2/4/8

Priority 2 / "HIGH" / 2 Business Hours

Priority 3 / "NORMAL" / 4 Business Hours

Priority 4 / "LOW" / 8 Business Hours

SLA Upgrade: 8/12/24 to 4/8/12

Priority 2 / "HIGH" / 4 Business Hours

Priority 3 / "NORMAL" / 8 Business Hours

Priority 4 / "LOW" / 12 Business Hours

* Only available for SLA Upgrades to existing ISS or ISS-Enterprise Success Plans

Third Party: Backtrace Core Support Add-On

You may purchase a subscription to access Backtrace support in connection with your Unity Project as an add-on to your Core Support or Technical Support, provided that your team has active, valid subscriptions to use the Backtrace Products.  If you do, you will receive the following in addition to your Unity Success Plan:

Generally

Unity will connect your team with Backtrace engineers who will provide your team with Success Services for the Backtrace Products in connection with your Unity Project that are equal to Success Services provided for the Unity Software, as set forth in the Agreement and your applicable Success Plan Description.

Third Party: Backtrace Direct Support

If you have not purchased a Unity Success Plan, you may subscribe to Backtrace Direct Support, which is provided to you directly by Backtrace I/O Inc., not Unity, and is subject to the Backtrace Direct Support Additional Terms

Third Party: Backtrace ISS Add-On

You may purchase a subscription to access Backtrace support in connection with your Unity Project as an add-on to your Integrated Success Services (i.e., ISS or ISS-Enterprise), provided that your team has active, valid subscriptions to use the Backtrace Products.  If you do, you will receive the following in addition to your Unity Success Plan:

Generally

Unity will connect your team with Backtrace engineers who will provide your team with Services for the Backtrace Products in connection with your Unity Project that are equal to Services provided for the Unity Software, as set forth in the Agreement and your applicable Success Plan Description. 

Management Services

Your Developer Relations Manager will coordinate your team’s collaboration with Backtrace engineers to develop a Backtrace Product deployment plan, including configuring custom attribute indexes, setting up Backtrace Product integration to various tools,  generating common “Saved Views,” and creating scheduled reports to email.  

Support Services

During the first contract year, Unity will schedule a Backtrace Product online Training Workshop for your Senior Level Contacts and up to 10 members of your team.  Training Workshops are subject to the Training Workshop Additional Terms.

Third Party: Interact Coaching Session

Unity will coordinate with Light & Shadows engineers, who will provide your team with 3 days of remote coaching, helping to build your Unity Project with Interact Products and looking for opportunities to provide best practices for using Interact Products with your Unity Project.

Third Party: Interact Core Support Add-On

You may purchase a subscription to access Interact support in connection with your Unity Project as an add-on to your Core Support or Technical Support, provided that your team has active, valid subscriptions to use the Interact Products.  If you do, you will receive the following in addition to your Unity Success Plan:

Generally

Unity will connect your team with Interact engineers who will provide your team with Success Services for the Interact Products in connection with your Unity Project that are equal to Success Services provided for the Unity Software, as set forth in the Agreement and your applicable Success Plan Description. 

Third Party: Interact Direct Support

If you have not purchased a Unity Success Plan, you may subscribe to Interact Direct Support, which is provided to you by Light & Shadows, not Unity, and is subject to the “User Support” provisions in the Interact General Conditions

Third Party: Interact ISS Add-On

You may purchase a subscription to access Interact support in connection with your Unity Project as an add-on to your Integrated Success Services (i.e., ISS or ISS-Enterprise), provided that your team has active, valid subscriptions to use the Interact Products.  If you do, you will receive the following in addition to your Unity Success Plan:

Generally

Unity will connect your team with Backtrace engineers whowill provide your team with Services for the Interact Products in connection with your Unity Project that are equal to Services provided for the Unity Software, as set forth in the Agreement and your applicable Success Plan Description. 

Support Services

During the first contract year, Unity will provide your team with an Interact Training Session for your Senior Level Contacts and up to 10 members of your team.  See “Interact Training Session” for more details.

Third Party: Interact Training Session

If you have purchased an Interact Training Session, the following applies:

Unity will coordinate with Light & Shadows engineers to provide your team with 1 full-day training workshop, subject to the Training Workshop Terms, either remotely or on-site at your location or elsewhere, and on a date to be mutually agreed between you and Light & Shadows.

Each Interact Training Session consists of the following:

  • Introduction to Unity 

  • Introduction to Interact

  • Introduction to XDE Physics

  • How to build a scene

  • Starting your scene

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