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One of Unity’s core values is that we like to solve Hard Problems™. Hard problems come in many shapes and sizes, from how to implement new features to how to advertise new products and services. But nowhere in Unity are hard problems encountered more regularly than in the Support team.

Enterprise Support is Unity’s bespoke, top tier support package. For our Enterprise Support customers we are more like an additional tech team grafted directly into their company. The Enterprise Support team is comprised of a crack commando unit that was sent to prison by a military court specialised group of engineers comprised of industry veterans that bring over 100 years of games development experience to your team (as well as one of the top 20 Mortal Kombat players in the US) that have worked on… well… let’s put it this way, you have probably all played at least one of their titles.

My role, as a Developer Relations Manager (DRM) within the team, is to act as a point of contact for our Enterprise Support customers, to discuss all of their support needs, talk about the issues they have open, to help prioritise any issues that can span multiple teams or projects, and be a conduit for any feedback for Unity (usually “do this better!”, “make this easier to use!” or “Why haven’t you done this yet?”). We have weekly meetings so I can understand their games, their workflow and priorities, and I am solely focused on helping them ship titles. Because we all love it when a plan comes together, right? Internally, I also work hand in hand with bug assassins in the Sustained Engineering team to fix, backport and release patches as quickly as possible. And if worse comes to worse, and they do hit a production critical bug that is stopping them ship, then we crank it up to URGENT and will work directly with their team 24/5 to unblock their workflow. That’s right… 24 hours a day!

The Enterprise support team is nearly ten strong and expanding rapidly across the Americas, Europe and Asia. This expansion allows each DRM to have more time with each client, and as we are now spread across the globe, there is no excuse not to turn up to your office to help troubleshoot any problems.

Pagani Profile (Red & Carbon) Gold Wheels_rz

One of our Enterprise Support customers are a great bunch of folks called ZeroLight, and what they do is slightly different from the standard Unity product. By different, I mean they do super hardcore car visualization work and produce some amazing content, all using Unity. ZeroLight has created the world’s most advanced real-time 3D car configurator and was also announced earlier this year as a visualization partner to Audi AG. They are also the developer of a bespoke digital car configurator for Italian supercar manufacturer Pagani. Check out the ZeroLight Unity profile.

Pagani Rear (Carbon Fibre)_rz

As a company of innovative professionals ZeroLight are always looking to push into exciting new areas and as such they ALWAYS provide us with Hard Problems™ to fix (and Unity likes hard problems, right!). Because the Enterprise Support team is entrenched with ZeroLight, we are able to understand their roadmap, feed in any information about upcoming features that are going to be useful, start conversations between them and our internal dev teams, and all this allows us to head off issues before they occur. While issues are an unfortunate fact of life for any software developer, having this level of involvement allows us to understand the context of any issues that are raised, and expedite fixes and workarounds with our dedicated Enterprise Support team and this, in turn, allows ZeroLight to maintain their high speed development pipeline and cutting-edge 3D real-time visualization applications. And, as the stuff ZeroLight are doing is super cool, we get to play with all their fancy new tech first. If you get a chance to see them at any VR events, definitely grab a go on their car de-constructor.

So, if you have a problem… if no one else can help… and if you can find them… maybe you can hire… the Enterprise Support team.
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  1. thanks for sharing…

  2. Does premium support entitle to priority treatment for bug solving?

    1. Pro support, yes. Have to say that “priority treatment” doesn’t necessarily mean we can fix it in a patch, but we do funnel these bugs through Sustained Engineering as soon as possible.

    2. We also encourage everyone (not just Enterprise/Pro support customers) to create minimal reproduction projects highlighting just the issue at hand, as it is then much easier to unpick. Often, when creating the minimal reproduction, you either discover you had something not quite right, or you find a workaround while doing it.

  3. Sounds great:) Though most users don’t/never will receive such great support;)
    I’ve recently faced some annoyances with Unity, and I’d thought this might be a place to atleast point them out. Because no Feedback or Thread will help here, I’m sure, sadly.
    I try to make it as short as possible. Sometimes, as an editor extensions dev, you face things you simply cannot do in Unity, even with reflection and other hacks.
    Before I continue, I want to say I do not critizise the fact some things are very hard to do (I already fixed GUIMatrix scaling clipping rect problems and Í integrated the Command-pattern into the Undo System, more or less, all in a generic way), because I had fun doing those.
    But I critizise things you can only do through extremely hacky ways, or even worse, not at all. Worst of all is, when there’s simply a callback missing. Feedback, for example, won’t help due to the way that system works: Small requests only relevant to editor devs won’t get enough points, even though it might affect most Unity users in the end.

    Will you do anything to change this? Any chance, really essentially missing features get implemented? To name a few problems that pop into my mind currently:
    – GUIMatrix scaling has incorrect Clipping Rect and GUIcontrols are inconsistently scaled (popups, fE.)
    – Undo system misses Command Pattern, which is really helpful in some cases
    – Proper Callbacks for Playmode change, script reload and scene opening/saving (allways both pre and post)
    You won’t find a reliable solution for all of these (besides scaling, perhaps)
    Thanks for reading this far,
    Seneral

    1. Even if its a small feature that wont get votes do still use the feedback system. We do look through it and if we think its a good idea we will do it regardless of the votes. The votes let us know what the community wants but we also know a good idea when we see one.

      1. I’m sure you do, but some really useful things still seems not to be seen, some from early 2014…
        To give an idea of what I mean:
        , , , , etc.
        If there’s a problem with those/bad idea, then please say so;)
        Anyhow, really don’t want to spam here :( My first post got longer than expected either way…

  4. no shadows on the picture at the bottom. #nextlevelgraphics

    Cool that you do this though. but seriously #weDontNeedNoShadows :D

    1. Are you blind ?

      1. yes he is.

    2. Indeed no shadow, but I suppose simply because no shadowcasting lightsource (like directional light) is present rather than the skybox being the lightsource. Also, that might be desired;)