I have run into a show stopping bug with the Unity Pro engine. I submitted a bug report earlier in the month, and contacted support with additional information. Since then, I have not heard anything.
What is the best method to get support on an issue like this?
You already did the related steps to report the bug.
Should they need additional informations, they will contact you.
The original mail you got on the bug report includes the direct link to the ticket so you can check it at any time and I think also add additional infos right there
If there is another unity 2.x version planned and the internal build has the bug resolved you potentially then would also get access to that with nagging bugs, but as I assume 2.6.1 to be the last 2.x release I doubt you will get such an access till Unity 3s first beta will happen, given you prepurchased unity 3 pro
So basically what you are saying is Unity does not support their paying customers. It’s possible 3.0 may solve all my problems, but then again it may just introduce new issues and be equal unusable.
And yes, I know how the bug reporting system works. I have already checked the ticket and it still says Open. That means nothing to me.
If Unity wants businesses to take them seriously, then they will need to act professionally with support issues.
I think you missunderstood that.
That the ticket is open also means that you are still in the game actually. If they didn’t want to support you it would just have been closed.
But you are a customer like any other too. Buying Pro does not make you a top class citizen which I fear you think to be (and even if its a city with beyond 10k inhabitants so you won’t have special treatment either).
Bug fixing happens, always happened and will always happen but in a structured and productive way lined out by UT, dictated by severity, not controlled by me or you.
I though might naturally be wrong and you have a special 5 figure / year support contract with them that guarantees you 1:1 priority support.
Are you suggesting that the Unity Pro licenses are “as is” and that there is a 5 figure / year support contract that will get me priority support? Could you please point me to where you found this information?
I think I’m right now confusing you more than anything else, sorry about that.
There is no such support contract publically available to my knowledge.
But that does not mean that such a thing does not exist at all, but if it does, only the support can tell you.
As for the as-is: Right, see the quoted license part below.
But thats just the legalese blabla and any software I’ve ever bought had this included as it is a required point to be legally able to “stop providing new versions / bugfixes” without having some court decide over what “appropriate support timeframes are” for unpayed support (Unity 2.x is has had free updates for over 2 years)
As you can see by the history of Unity 1.x and Unity 2.x and the various feature addition and bug fix releases (you currently are on one, as 2.6.1 is the bugfix release to 2.6 and altogether its the 6th or 7th release of 2.x), UT is taking support serious and are working hard to make it better and more solid. I don’t know the details of your problem and you optimally talk to the support and ensure to add the updated informations to your bug ticket unless that has happened already.
Its important also to keep in mind that there are things though that even for UT are untouchable in the current major so 2.x.
For example the instability due to thread clash which is a Mono 1.2.5 problem. Solving is only possible through newer mono but incompatibility were mentioned to make this impossible for Unity 2.x (see feedback.unity3d.com) but its already a known new thing for Unity 3.x just to give you example that the things are taken serious and that UT is making serious efforts on the support end.
By my experience with “affordable low price indie technology” they are worlds beyond any competition when it comes to supporting their technology and licensees.
EDIT: Please also see andeees posting at http://forum.unity3d.com/viewtopic.php?p=320714#320714 to get an idea what I meant with access to unreleased versions