Contact Support
Contact Support
Section titled “Contact Support”Need help with BoostOps? Our support team is here to assist you. Choose the best option based on your needs and urgency level.
Support Channels
Section titled “Support Channels”🔥 Critical Issues (Service Down)
Section titled “🔥 Critical Issues (Service Down)”Response Time: 1-2 hours
For urgent issues affecting your live games or dashboard access:
Email: urgent@boostops.com
Subject: [URGENT] Brief description of issue
Include:
- Your BoostOps account email
- Game(s) affected
- Description of the problem
- Impact on your operations
💬 Live Chat
Section titled “💬 Live Chat”Response Time: During business hours (9 AM - 6 PM PST)
Get instant help for quick questions and troubleshooting:
- Log into your BoostOps dashboard
- Click the chat icon in bottom-right corner
- Describe your question and we’ll respond quickly
Best for:
- Setup questions
- Feature clarification
- Quick troubleshooting
- Account issues
📧 General Support
Section titled “📧 General Support”Response Time: 12-24 hours
For non-urgent questions, feature requests, and detailed discussions:
Email: support@boostops.com
Subject: Clear description of your question/request
Please include:
- Your BoostOps account email
- Game name(s) if relevant
- Detailed description of your question
- Screenshots if helpful
📞 Phone Support
Section titled “📞 Phone Support”Available for Professional & Enterprise plans
Schedule a call with our support team for:
- Complex technical issues
- Custom integration assistance
- Strategic consultation
- Team training sessions
To schedule: Email support@boostops.com with “Phone Support Request” in the subject line.
Before You Contact Us
Section titled “Before You Contact Us”Check Our Documentation
Section titled “Check Our Documentation”Many questions are answered in our comprehensive docs:
- FAQ - Quick answers to common questions
- Quick Start Guide - Setup walkthrough
- Troubleshooting - Common issue solutions
- Feature Guides - Detailed feature explanations
Gather Information
Section titled “Gather Information”Help us help you faster by including:
For Technical Issues:
- Your Unity version
- BoostOps SDK version
- Error messages (exact text or screenshots)
- Steps to reproduce the problem
- When the issue started occurring
For Data/Dashboard Issues:
- Which dashboard/report you’re viewing
- Time period you’re looking at
- Specific metrics that seem incorrect
- Screenshots of the issue
For Integration Issues:
- Which ad networks you’re connecting
- Firebase project configuration
- Any error messages during setup
Support Hours
Section titled “Support Hours”Standard Support
Section titled “Standard Support”- Monday - Friday: 9:00 AM - 6:00 PM PST
- Response Time: 12-24 hours for general inquiries
- Weekend: Limited support for critical issues only
Premium Support (Pro/Enterprise)
Section titled “Premium Support (Pro/Enterprise)”- Extended Hours: 7:00 AM - 8:00 PM PST
- Faster Response: 4-6 hours for urgent issues
- Weekend Support: Available for critical issues
- Phone Support: Available by appointment
What to Expect
Section titled “What to Expect”Our Support Philosophy
Section titled “Our Support Philosophy”- Friendly & Expert Help - Our team knows gaming and analytics
- Solution-Focused - We work to solve your problem, not just answer questions
- Follow-Up - We check back to ensure issues are fully resolved
- Documentation - We improve our docs based on your questions
Response Process
Section titled “Response Process”- Acknowledgment - We’ll confirm receipt of your request within 2 hours
- Investigation - Our team will research your specific situation
- Solution - We’ll provide clear steps to resolve your issue
- Follow-Up - We’ll check that everything is working correctly
Escalation Process
Section titled “Escalation Process”If you’re not satisfied with the initial support response:
- Reply to your support ticket asking for escalation
- Include “ESCALATE” in your subject line
- A senior team member will review and respond within 4 hours
- For Enterprise customers: Direct escalation to your Customer Success Manager
Common Support Requests
Section titled “Common Support Requests”Account & Billing
Section titled “Account & Billing”- Plan upgrades/downgrades
- Billing questions
- Account settings changes
- Team member management
Technical Integration
Section titled “Technical Integration”- Unity SDK installation help
- Firebase configuration
- Ad network connection issues
- Custom event tracking setup
Data & Analytics
Section titled “Data & Analytics”- Dashboard configuration
- Alert setup assistance
- Data accuracy questions
- Custom report requests
Feature Requests
Section titled “Feature Requests”- New feature suggestions
- Integration requests
- Dashboard customization
- API access requests
Self-Service Options
Section titled “Self-Service Options”Knowledge Base
Section titled “Knowledge Base”Browse our comprehensive guides:
Community Resources
Section titled “Community Resources”- GitHub Issues - For SDK-related questions and bug reports
- Feature Requests - Submit via support email
- Best Practices - Check our feature documentation
Enterprise Support
Section titled “Enterprise Support”Dedicated Support Manager
Section titled “Dedicated Support Manager”Enterprise customers receive:
- Dedicated Customer Success Manager
- Priority support queue
- Custom SLA agreements
- Quarterly business reviews
- Direct phone line to support
Custom Integrations
Section titled “Custom Integrations”Need something specific? We offer:
- Custom API development
- Advanced dashboard features
- Third-party integrations
- White-label solutions
Contact: enterprise@boostops.com
Ready to Get Help?
Section titled “Ready to Get Help?”Choose your preferred support channel:
- 🔥 Critical Issue: urgent@boostops.com
- 💬 Quick Question: Live chat in your dashboard
- 📧 General Support: support@boostops.com
- 📞 Phone Support: Schedule via email (Pro/Enterprise)
We’re here to help you succeed with BoostOps!