Sooo… Go to unity3d.com and click support… Next to Community there is a premium support option. What is that? I believe it wasn’t there yesterday.
It has been around for a long time but previously that page was different.
If its the same as before its a per incident hour payed form of support between you and dedicated staff / dev.
It once used to be $150 / hour with at least 1 hour per incident.
Hey Guys,
With the arrival of the console versions of Unity we are starting to talk to a lot of larger studios and publishers. Typically these types of customer want maintenance agreements and dedicated support. (Dedicated in the sense that they do not want to ask their support issues publicly in the community. Note that the MS and Sony console development knowledge is under NDA do cannot be talked about over the answers and forum sites.)
The Premium Support link takes you to a hosted service where these customers can ask their support questions. Over time we’ll make this service available to everyone who wants it via the web store but for now this is aimed at big teams developing on consoles.
Nothing to see here, move along please. 
Thanks,
Graham
And just leave your UPro customers in the cesspool.
And it is comments like this that help contribute to “the cesspool”. Lead by example as I always say. Act professional and more people will try and follow suit. But this topic has been beaten to death already so let’s not stir it up again. Things seemed to finally be settling back down around here. We all know that there are many Pro users who are upset by how certain users act here and how they feel they should have a more direct line of support than UFree users. I am sure Unity has not had this fall on deaf ears. Unity is still very much growing and expanding and like all young companies will have their pros/cons and ups/downs and I am sure there will be a solution for this in the future.
To be fair to the comment about the forums lacking I see the same issue. My company has been a Unity Pro Developer since 1.1. We currently have around 60 Pro licenses. With the release of iPhone support in Unity, the forums went from bearable, to nearly unusable. The level and quality of the “questions” went down quite a bit, and the “answers”, well let’s not even talk about that. Granted the Unity IT folks have tried to make improvements, but it’s still really hard to find solutions to advanced problems. It’s one of the issues we deal with at my work on a daily basis. At the end of the day it costs us money to search through the forums. A more advanced section with limited access would be GREATLY appreciated. We are looking forward to the day when we can get Premium Support.
@dreamora
Nicely remembered, but that initiative died out years ago - this is a new thing
@Michael.OBrien
If you can match the EA support budget, I’m sure we can figure something out
Naw, seriously dudes. We’re still offering high quality FREE support for everyone - that is not something you get on every corner of every software development company. The paid support setup is a new a shiny team which aims to provide that extra bit of aid on hardcore issues with a fine time guarantee - at a price.
Given that this team is just settling in, they’re of-course starting small-scale, like with any other expansion of our services - take the consoles for instance. Of-course the plan is to ramp up and offer the service to more people, but please give us a chance to get things properly built up.
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co-signed. You have expressed my frustration without sounding like the jerk I feel like being sometimes There has to be something we can do, because I can tell there are a lot of people like us (unity pro users who use unity for work) that are being turned off to unity…or at least makes recommending unity to other professionals harder because of these types of issues.
Also, if unity really wants to be or compete with AAA engines (as they have expressed), they have to fix this issue before adding new “features” (as well as fixing mono develop debugging with unity, but that’s another thread altogether)
@AngryAnt: I didn’t doubt its something new in how it works 
Just wanted to imply that Premium support in some form existed and mentioned the old rate to give an idea of the costs we talk about here.
The customers for it are definitely different, back then I guess it was a very rarely used function only used by customers with special bug fix needs that needed to happen fast as well as back when UT got contracted for the FusionFall work
I’m pretty sure the costs are outside all our budgets for the new one. I know what support contracts for Trinigy Vision and various other engines costs per year and its better that such numbers don’t appear on the page as Pro is peanuts compared to such yearly fees. it would only shock all but the dedicated customers to hell. Also it leaves you with more flexibility on the product you offer them, tailored exactly at the customers needs. Those that need such support know why, as that are normally companies like EA etc where 2 days of waiting costs more than whole projects of many here
This is my experience of Unity Pro support, as an Indie I’ve payed £2500 for licenses and if I get a response to a support query it will take 5 days, the answerer won’t have a clue about anything and will just annoy me
What type of support question were you asking? Was it a perceived bug with Unity, a license activation problem. etc.
@AdbC99 - if you want to PM me your support ticket number, I’ll look into the case for you. We do offer free support, and all customers can ask for help. Depending on the volume of tickets, cases can take hours or days to respond to. We do our best to give all customers a valid answer, with help and encouragement and ways to move forward.
Premium Support should be available to purchase on our store within the next month or so. The support options are:
a) Community based support, meaning this forum, answers, IRC etc, where Unity employees participate
b) Free support - help and advice offered with no guaranteed response time
c) Premium support - help and advice with a guaranteed response time, and a charge associated with the service. For now contact your account manager to purchase this service.
Unity support has been pretty good for me so far especially when it comes to reporting bugs and the feedback thereof.
Although one thing I found inexcusable was losing a whole 1 and a half business days of work because that’s how long it took for my pro license re-activation after an OS re-install to be approved by UT.
Support has been pretty responsive to me. I like Unity and I appreciate the little touches. Your crazy growth will make this hard, so keep up the good work!
Gigi.
I KNEW there was a secret forum for professional users here!!!
And we now have Premium Support available on the store. Just a reminder, we still have free support, and anyone can ask for help simply by emailing the support address. Premium Support is intended for teams who have critical deadlines and need assistance with a guaranteed response time. Premium Support is not intended to be a “back door” to fast track bugs - they still need to go to the QA team using the bug reporter.
So… could i pay the 12k then work you like a dog making my MMORPGFPSRTSTBSMMO side scrolling space universe flight simulator???
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I know you’re joking but 12K for 150$ a hour would give 80 hours of work, thats 2 weeks of programming. However if you paid them 12M you would get 80K hours which would make it very realistic to build a MMO with then you still need the art work and content etc 
“Premium Support costs $12k/year.” 24/7 for a whole year
Support doesn’t mean a contracted team. Though I will probably never have to use it, premium support sounds quite luxurious. It’s like first class airplane tickets versus steerage class airplane tickets. Good things comes with a price.