Here are a selection of questions that we are commonly asked. If you have a question that you can't find the answer to here, please contact us.
If you have a support issue, click HERE to go to our support ticketing system.
We currently support every PC game that is on the market today, including games that are no longer on the market. The only class of games we do not support are games protected by GameGuard. We choose not support them due to security and compatibility issues. An evolving list of GameGuard games can be found here: http://en.wikipedia.org/wiki/NProtect_GameGuard
Dream GCS uses tools that are available off the shelf, which include our imaging suite and image mounting tools. In addition we custom write all of the integration software for the game center, which we customize the computer imaging suite software to better fit our/your needs. We also write an entire suite of "game loaders" which are the software launchers for all of the games, which handle the Personal User files, game install, license install and cleanup of the games. Our specialized loaders are one of the key features that set us apart from everyone else. Our loaders also provide admin functions to allow you to take care of some of the general issues that you may encounter, without having to make a support call.
If you choose to purchase hardware through us, we can significantly reduce the deployment time of the software, and as a result, charge less. Any applicable installation fees are typically rolled into the cost of the hardware itself and presented to you in a proposal document before any contracts are signed.
Our current purchasing discount is $7.50 off MSRP of games if you purchase them through us. We have access to a wide range of titles, and even ones that are no longer in production.
You have ownership of any software that requires a purchased licence, and will retain ownership of it if you choose not to continue to utilize our services.
If you where to find at some point that you no longer require some or all of our services, all the tools and utilities that Dream GCS has used in your Game Center remain with you. They will not be disabled, handicapped, or disrupted by us in any way.
We typically monitor a network once every 48 hours or so to ensure that all monitoring software is running and there are no outstanding issues.
All critical components of your server are monitored using monitoring tools which dispatch emails in the event of exceptions. In addition we do heartbeat listening to all servers, and if a server disappears for a extra ordinary period of time we will call to inquire about its status.
If you have a support issue, click HERE to go to our support ticketing system.
Our support is 24/7/365, we are available via email, phone, and the suppor ticketing system. Normal support hours are from 9am-9pm PST Monday through Friday, and typically respond to any issue within 60 minutes. From 9pm to 9am, on weekends, and on major holidays, we will typically respond within 2 hours. We understand that game centers make most of their money in the evening and on weekends and we almost always beat our response estimates above.
Most of our tools run behind the scenes and require no intervention from you or your staff. Basic training is necessary to learn how to operate Smartlaunch in a customer-service capacity, which typically takes a few hours at most.
We use SmartLaunch for license management, and adhere to the "One simultaneous user per license" mantra for all of the games. The only exceptions being those that do not require licensing, such as World of Warcraft. You retain ownership of any licence keys put into your system.
Patching and updating games is included in the service contract, and is one of the main reasons people use our service. We do not charge for patching games if you are under a current service contract. Even if we find it necessary to modify a loading utility, or generate a new disc image, there are no additional fees.
Our policy is to deploy patches to games within 72 hours, unless the patch would compromise system security or break the game in any manner. Most patches are administered to all of our clients within 24 hours.
During the first few days of a new Game Center we are on high alert, and will respond to any issues as fast as humanly possible. On request we will also fly out to your location for opening weekend to be able to troubleshoot and solve any issues on the spot. The support team typically consists of one software support specialist and one hardware specialist. On-site support is subject to additional fees, please contact us about this specific service if you are interested.
iGames is not in the business of selling games. They will offer limited-run promotional showcases in which they typically charge around $100 for 8 licenses. However you are restricted in what games are available and when, and you typically cannot acquire more than 8 copies.