Contact
One inbox. The subject line does the routing.
Everything arrives at engineering@iopex.co.im and gets worked from there, a gameplay trace included. No page here carries a form: a form is either scenery with nothing behind it, or an endpoint that records your address and your user agent before a human has read a word of what you sent.
Name collision. iOPEX Technologies, Inc. is a separate and considerably older business working in enterprise IT and business process services. It shares no owner, no staff and no system with this company.
An invoice, a contract or a support ticket meant for that business does not arrive by writing here, and cannot be passed along from this inbox.
Routing table
Put one of these in the subject line.
The clock in the last column starts when the message lands, not when it gets opened.
| Subject line | Matter | Worth putting in the first message | Clock |
|---|---|---|---|
| Trace | A frame time capture you want read | The device model, the operating system build, the length of the session, and the ambient temperature if you noted it | 5 business days |
| Performance | A title of ours behaving badly on your handset | Device model, operating system build, minutes into the session, and whether the phone was already warm | 5 business days |
| Method | An argument with how something on this site is measured | Which measurement, and the procedure you would run in its place | 5 business days |
| Privacy request | Access to what is held about you, or a correction to it | The identifier a record is keyed to. For a correction, the field and the value it should hold | 30 days |
| Delete my data | Removal of the records tied to an install | The support identifier from the title's settings screen, or the address on the account | 30 days |
| Privacy complaint | How a privacy matter was handled | The sequence of events, and the outcome you are after | Acknowledged inside 5 business days, answered inside 30 days |
| Security | A suspected vulnerability or incident | Reproduction steps, and the build you saw it on | Same or next business day |
| Legal | Copyright, trade marks, or confusion with the similarly named company | The right being relied on, and where to reach you | 5 business days |
| Anything descriptive | General enquiry, or press | What you are trying to pin down | 5 business days |
Definitions
What each clock actually promises.
Five business days
An answer with content in it, rather than a receipt confirming that mail can be received. Where something genuinely needs longer, that gets said inside the same five days, together with the date it will be answered by.
Thirty days
The statutory window for an access or a correction request, fixed by APP 12 and APP 13. Confirming who you are happens within it, not afterwards as an extension to it. A refusal comes back with reasons in writing, the ground it rests on, and the route for taking it further.
Same or next business day, for security only
A report made in good faith gets a technical answer, never a legal one. Send it here before it goes anywhere else and leave a reasonable window for a fix; that window is a request rather than a condition, and nothing here is designed to trap a researcher.
What comes back from a trace
A read of the series rather than a verdict on the game: where the 99th percentile sits, how many frames missed their presentation deadline, the point in the session where the governor stepped in, and the one thing worth instrumenting next. Any raw capture sent in stays inside this company and goes into no dataset, no list and no comparison with anyone else's.
A performance report is a defect report
A title of ours running badly on your handset is the exact failure this company exists to prevent, so that mail goes to the top of the queue. The device model, the operating system build and the point in the session where it starts are worth more than any description of how it felt.
Escalation past us
A privacy matter that we handle badly can go to the Office of the Australian Information Commissioner, on 1300 363 992 or at oaic.gov.au. It costs nothing, needs no agreement from us, and the full route is set out in the privacy policy.
Identity
Who is at the other end.
- Legal name
- IOPEX TECHNOLOGIES PTY LTD
- ACN
- 696 561 609
- ABN
- 54 696 561 609
- Base
- Melbourne, Victoria, Australia
- Address
- engineering@iopex.co.im
- Telephone
- Not published. One inbox answered properly is worth more than a number that rings out for most of the working week
- Service of documents
- ASIC's record of the registered office for ACN 696 561 609, which is the address carrying legal effect
- What happens to your mail
- A support thread is kept 24 months, a complaint thread 7 years, and writing here adds you to no list. Field by field, that is in the privacy policy