Wwise Support Policy

The following outlines Audiokinetic's Wwise Support Policy as it pertains to the various versions of Wwise:

Active support

Audiokinetic fully supports the ultimate and penultimate major versions of Wwise through public code patch releases.

Private support

Support is given for the antepenultimate version of Wwise, unless a newer version could be used to solve the reported issue.

Creative Services agreements can be reached to extend support of the antepenultimate version of Wwise through private code patches.

End of life

Best effort support with no guarantees is given for the preantepenultimate and older versions of Wwise. Creative Services agreements may be reached to extend support, if technically possible.

Standard Support

This plan allows you to get an initial response within 2 business days for severe and showstopper issues (included in Wwise Premium license). The support queue is based on the order received and severity. Includes:

  • Email support (local business hours in Montreal -5 GMT, Beijing +8 GMT and Tokyo +9 GMT)
  • Escalated to development team as needed
  • Initial response (Mon-Fri) within 2 business days for severe and showstopper issues
  • Max 20 tickets per year
Contact us

Plus Support

Product assistance with unlimited tickets and initial response within 1 business day.

In addition to standard support benefits, this plan includes:

  • Initial response (Mon-Fri) within 1 business day for severe and showstopper issues
  • Priority queue position. Any major or showstopper ticket goes 'next in line' rather than be based on order received.
  • Unlimited number of support tickets
Contact us

PAY2GO Support

Allows you to purchase a single support ticket, paid upfront online.

Similar to standard support benefits, includes:

  • Email support
  • Initial response (Mon-Fri) within 2 business days for severe and showstopper issues
  • Queue based on order received and severity
Purchase PAY2GO Support

Get help from the Wwise Community Q&A! Ask questions, find answers and share expertise with Wwise users around the world.

Audiokinetic Holiday Schedule

Audiokinetic Support is available during regular business hours: Monday to Friday from 9AM to 5PM (EST). Please note that support will not be provided during holidays. Initial response time is defined per support plan.

Holidays Dates
Family Day February 21, 2022
Easter Monday April 18, 2022
Patriots' National Day May 23, 2022
Québec's National Holiday June 24, 2022
Canada Day July 01, 2022
Labour Day September 05, 2022
National Day for Truth and Reconciliation September 30, 2022
Thanksgiving October 10, 2022
Remembrance Day November 11, 2022
Audiokinetic Holiday December 23-31, 2022