Support #
Introduction #
Hyper provides professional, structured support for all systems and modules within the ecosystem. Support is designed for production environments and follows a clear workflow, aligned with industry standards and Epic Marketplace guidelines.
Discord Support Environment #
Core communications are in our Discord. It’s a thriving community of thousands of active developers.
The Hyper Discord is one of the largest structured development communities for Unreal Engine. It includes:
- Over fifty separate support forums
- Thousands of developers across all skill levels
- Thousands of solved cases and shared examples
- Topic-based categories such as multiplayer, AI, animation, blueprints, optimization, networking, and all Hyper systems
- Verified customer-only channels
- Community-driven collaboration with Hyper staff presence when available
Discord is not a real-time support service. It is a collaborative technical environment.
As an example, check out these screenshots of what you can expect if you become a verified member. Check all the forums on the left. Each forum has multiple posts. Some even hundreds:
What Is Included With Your Purchase #
- Documentation at https://gamesbyhyper.com/docs/
- Video tutorials and walkthroughs, regularly updated and added to the documentation
- Reproducible bug reports and fixes, prioritized by severity and impact
- Access to the Hyper community forums where thousands of developers collaborate
- Access to Discord support channels for verified customers
- Specialized walkthroughs for complex systems
- Maintenance for supported engine versions
What Is Not Included in Standard Support #
- Custom project implementations
- Integrating Hyper systems into your unique architecture
- Fixing issues caused by user modifications
- Personal chat or video calls for general advice
- Teaching Unreal Engine fundamentals
- Guaranteed proactive participation of staff in every forum or channel
- Migration of your project between engine versions
- Debugging your project or third-party code
Support Availability #
- Replies Monday to Friday, 09:00 to 17:00 CET
- Bug reports are always prioritized above general questions
- Response times can vary based on workload and release periods
- Urgent business questions can be escalated directly to Hyper staff
Bug Reporting Process #
A bug is accepted when:
- The issue is reproducible
- It occurs in a clean project
- The issue affects the advertised core features
- Sufficient information is provided (video, steps, logs if needed)
A bug is not accepted when:
- It occurs only after user modifications
- It is caused by third-party assets
- It occurs only in an older engine version that is no longer supported
Update Policy #
- Engine updates included for at least three years after release or until major Unreal shifts such as UE6
- Only the latest engine version is guaranteed support
- Older engine versions may receive updates depending on technical feasibility
- Changelogs focus on meaningful changes
- Newly released modules are not guaranteed to work in older versions
Refund Policy #
Refunds follow Epic’s official Marketplace guidelines. Refunds are provided when:
- A reproducible technical issue prevents using advertised core functionality while reported the reproducable bug and that the bug cannot be resolved within an acceptable time frame like 4 weeks
Refunds are not provided when:
- The product is difficult to understand
- Modifications are required for your project
- Price changes occur (sales or increases)
- Visual preferences differ
- Minor engine imperfections occur
- Network or performance limitations arise