About Clanforge Support Services
Documentation for About Clanforge Support Services
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What Clanforge monitors
- Network performance: Clanforge monitors your infrastructure for network problems that can affect player experience, such as packet loss, latency, and outages.
- Scaling and player trends: Clanforge monitors your game’s player trends via graphs and dashboards for spikes and drops in concurrent players. If anything is outside the ordinary, Clanforge proactively alerts you.
- Game performance and machine resource usage: Clanforge monitors the resource usage of every machine in your fleet for signs of excessive memory usage, CPU spikes, disk space, and more.
- Upstream maintenance: Clanforge keeps track of scheduled maintenance of its upstream providers that can impact your infrastructure, and adjusts your fleet accordingly.
What Clanforge supports
- Integration and configuration support: Clanforge works with you through every step of the integration process, including feature requests and changes well after your initial on-boarding.
- Game updates: Clanforge supports you through every step of the updating process. If anything unexpected happens, Clanforge is there to help you resolve it as quickly as possible.
- Network and hardware troubleshooting: If anything goes awry with a machine in your fleet, Clanforge gets to the bottom of it.
- Game performance optimization: Clanforge works with you to ensure that your infrastructure and server configurations match the performance needs of your game.
Clanforge's priorities
There isn't anything more important than providing a consistently excellent experience for your players. To ensure delivery of this experience, Clanforge focuses on monitoring infrastructure performance, troubleshooting integration and machine issues, and responding to your inquiries and requests within 30 minutes.How Clanforge notifies you
Clanforge notifies you of scheduled maintenance, network outages, machine issues, and scaling changes through your dedicated Slack channel. If you don’t want to spend all your time in Slack, Clanforge can notify you by email.Internal escalation paths
- Tier 1 Support Team: The Tier 1 Support Team is available 24/7 to monitor your infrastructure, answer questions, troubleshoot problems, or adjust configurations.
- Tier 2 Support Team: If the Tier 1 Support Team isn’t able to handle a request, they escalate the issue to the on-call Tier 2 Support Team.
- Technical Operations Team: If the Tier 2 Support Team decides that an issue is more complicated than their scope, they escalate it to the on-call Technical Operations Team.