Technical support of the gaming platform may differ in the level of service, response time and the volume of serviced components. For this, various support packages are used to select the optimal product support model.
Different game projects have different requirements for infrastructure stability, monitoring, security and integration. Therefore, support can include different levels of SLAs, the number of specialists, the depth of monitoring and a set of technical services.
Support packages allow you to structure platform maintenance, define areas of responsibility, and ensure predictable infrastructure and services.
JackCode offers several levels of technical support to find the best support format for the gaming platform.
The main tasks of the technical support packages:
- Platform Infrastructure Monitoring
- Integration API support
- Control of game providers
- Support for payment systems
- Platform Security Control
- Database and server support
- Technical Incident Handling
Typical Support Levels
| Level of support |
Appointment |
| Basic Support |
Basic monitoring and response |
| Standard Support |
Integration and infrastructure support |
| Advanced Support |
Advanced Monitoring and SLAs |
| Enterprise Support |
Full platform support |
| Dedicated Support |
Dedicated Escort Command |
What can be included in the support package
| Component |
Appointment |
| Infrastructure Monitoring |
Control of servers and services |
| API Support |
Integration support |
| Payment Monitoring |
Control of payment transactions |
| Provider Support |
Support for game providers |
| Security Monitoring |
Platform Security Control |
| Backup Management |
Manage backups |
| Incident Response |
Technical Incident Handling |
Typical SLA parameters
| Parameter |
Description |
| Response Time |
Incident response time |
| Resolution Time |
Issue Resolution Time |
| Monitoring Coverage |
System monitoring scope |
| Support Availability |
Support team availability |
| Incident Priority |
Priority of incident handling |
| Reporting |
Technical reporting |
How the support package is selected
| Factor |
Influence |
| Platform size |
Number of users and services |
| Number of integrations |
Number of providers and APIs |
| Financial transactions |
Transaction volume |
| Safety requirements |
Platform protection level |
| System load |
High-load requirements |
| Complexity of infrastructure |
Number of servers and services |
Benefits of Using Support Packages
| Advantage |
Practical value |
| Predictable platform performance |
Stable infrastructure |
| Rapid response to problems |
Minimizing downtime |
| Control of technical risks |
Reduce the likelihood of incidents |
| Service flexibility |
Select Support Level |
| Increase product reliability |
Best user experience |
Who participates in technical support
| Participant |
Role |
| Technical Support Engineers |
Handle technical incidents |
| DevOps Engineers |
Control infrastructure |
| Backend Developers |
Fix service errors |
| Integration Engineers |
Support integration APIs |
| Security Specialists |
Monitor platform security |
Technical support packages allow the gaming platform to receive stable infrastructure support, quickly respond to technical problems and ensure the reliable operation of all product services.
