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QA & Live Support

Summary

Once the technical integration is complete and we get closer to the launch of your campaign, Prime Gaming's QA team will perform various tests to make sure everything is running smoothly. These tests include:

  • Ensuring account linking, unlinking, and re-linking works as expected (if applicable)
  • Performing an end-to-end claim and checking that all in-game content is fulfilled and accessible
  • Basic fraud checks, such as checking that one game account can't claim the same offer across multiple Amazon accounts
  • Testing fulfillments on each console or platform supported by your game

For campaigns offering in-game content, we'll be focusing on the first drop of your campaign for most of these pre-launch tests. Free Games with Prime (FGWP) partnerships have their own testing requirements. In all cases, Prime Gaming will continue to monitor your campaign as it runs. Our QA team will perform basic tests on each drop, and the rest of the team will be standing by to help triage any outages or issues that may occur.

Support Contact & SLAs

To provide a frictionless experience for our customers, we require a support contact at your company that can be contacted during an outage. An on-call email alias or other contact with 24-hour availability is preferred. Your Prime Gaming campaign team may discuss specific service-level agreements (SLAs) with you to establish agreed-upon response times for various issues.

Prime Gaming establishes two thresholds for issues with your services:

  • High severity: Account linking or content fulfillment fails for up to 15% of customers for at least 1 hour. The recommended SLA for a high-severity issue is acknowledgment within 1 business day, with updates each business day if the issue continues.
  • Critical severity: Account linking or content fulfillment fails for more than 15% of customers for at least 30 minutes. This usually means your services are entirely unavailable. The recommended SLA for a critical issue is acknowledgment within 2 hours and follow-ups every 2-3 working hours until the issue is mitigated.

What We Need From You

Please follow these steps to prepare your campaign for Prime Gaming QA and post-launch support:

  1. Download and complete the QA Intake Form linked below. This form covers various aspects of your title that will help Prime Gaming QA prepare for testing.
    • If any questions don't make sense or don't cover an important aspect of your title, don't hesitate to ask us for clarification. You can also add additional details to any answer on the form if necessary.
  2. Upload the completed QA Intake Form to Canto. The Prime Gaming team will provide unique Canto links for all of your campaign's deliverables.
  3. Identify a support contact for your title and establish response times for high-severity and critical issues. The support contact is an email address, pager, or other resource that Prime Gaming can reach out to if we detect an outage or other issue with your services. This contact should be capable of replying to us relatively quickly, especially for critical issues.
  4. Meet with your Prime Gaming campaign team to discuss your support model and response times.

These deliverables are also listed in In-Game Content: What We Need From You.