Back to Templates

Premium Support Plan FAQ

Comprehensive FAQ template for SaaS premium support plans and features

Last updated
Plan Overview & Benefits
3 questions

Our Premium Support Plan provides enterprise-grade support with guaranteed response times, dedicated resources, and elevated service levels.

šŸŒŸ Key Benefits:

  • 24/7/365 Priority Support Access
  • 15-Minute Response SLA for Critical Issues
  • Dedicated Technical Account Manager
  • Custom Training & Onboarding
  • Quarterly Business Reviews

šŸ’« Premium Features:

  • Emergency "Panic Button" Response
  • Custom Slack Channel
  • Private Support Portal
  • Advanced API Support
  • Early Access Program

Contact our sales team for custom enterprise pricing based on your needs.

Premium Support offers significantly faster response times and additional services beyond our standard plan.

āš” Response Time Comparison:

Priority LevelPremiumStandard
Critical15 minutes4 hours
High1 hour8 hours
Normal4 hours24 hours
Low8 hours48 hours

šŸŽÆ Key Differences:

  1. 24/7 support vs. business hours only
  2. Dedicated TAM vs. shared support team
  3. Custom Slack channel vs. email/portal only
  4. Unlimited seats vs. limited support contacts
  5. Quarterly reviews vs. no proactive check-ins

Premium Support is ideal for organizations that rely heavily on our platform for critical operations.

āœ… Best For:

  • Enterprise customers with mission-critical deployments
  • High-volume API users
  • Companies needing guaranteed response times
  • Teams requiring dedicated support resources

šŸ“Š Recommended If You Have:

  • Over 1000 users
  • Multiple team admins
  • Custom integrations
  • Complex workflows
  • Compliance requirements

Contact sales if you're unsure which plan best fits your needs.

Response Times & SLAs
3 questions

Premium Support includes guaranteed initial response times based on issue priority, backed by our SLA.

ā±ļø Response Time SLA:

  • Critical (P0): 15 minutes
  • High (P1): 1 hour
  • Normal (P2): 4 hours
  • Low (P3): 8 hours

šŸ’” Priority Definitions:

  • P0: System down, critical feature unavailable
  • P1: Major feature impacted, workaround unavailable
  • P2: Feature partially impacted, workaround available
  • P3: Minor impact, general questions

SLA clock runs 24/7/365 for P0/P1, business hours for P2/P3.

The Panic Button provides instant escalation for critical emergencies, bypassing standard queues.

šŸšØ Activation Methods:

  1. Dashboard emergency button
  2. Dedicated phone number
  3. Premium portal instant escalation
  4. Custom Slack channel command

āš” What Happens:

  1. Immediate alert to senior support team
  2. Automatic conference bridge creation
  3. TAM notification
  4. Status page update
  5. 15-minute maximum response time

Note: Limited to 3 uses per quarter for non-critical issues.

We take SLA commitments seriously and provide automatic credits if we miss guaranteed response times.

šŸ’° SLA Credit Structure:

  • P0 Miss: 10% monthly fee credit
  • P1 Miss: 5% monthly fee credit
  • P2/P3 Miss: 2% monthly fee credit

šŸ“ Credit Process:

  1. Automatic monitoring of response times
  2. Monthly SLA report provided
  3. Credits applied to next invoice
  4. Maximum 30% monthly credit

Terms and conditions apply. See full SLA agreement for details.

Dedicated Support Resources
3 questions

Your TAM serves as your dedicated technical advocate and primary point of contact for all support needs.

šŸ‘¤ TAM Responsibilities:

  • Strategic technical guidance
  • Proactive monitoring
  • Escalation management
  • Best practice advice
  • Release planning support

šŸ“Š Regular Deliverables:

  1. Weekly status reports
  2. Monthly health checks
  3. Quarterly business reviews
  4. Custom dashboard setup
  5. Usage optimization reports

Your TAM is available during business hours with emergency coverage 24/7.

Premium customers get a private Slack channel directly connected to their support team.

šŸ’¬ Channel Features:

  • Direct access to support team
  • TAM presence during business hours
  • Instant issue updates
  • File sharing enabled
  • Thread-based discussions

āš” Best Practices:

  1. Use threads for specific issues
  2. Include error IDs when reporting
  3. Tag your TAM for escalations
  4. Use @here for urgent needs

Maximum 25 team members can join the channel.

QBRs provide strategic review of your account, usage patterns, and future planning.

šŸ“‹ Standard Agenda:

  1. Support ticket analysis
  2. Performance metrics review
  3. Usage trend discussion
  4. Upcoming feature preview
  5. Best practice recommendations

šŸ“Š Reports Included:

  • SLA compliance summary
  • Resource utilization
  • Response time analytics
  • Feature adoption rates
  • ROI calculations

Sessions typically last 2 hours with key stakeholders.

Additional Premium Features
3 questions

Premium Support includes personalized training sessions tailored to your team's needs.

šŸŽ“ Training Options:

  • New team onboarding
  • Advanced feature workshops
  • Custom integration training
  • Admin certification prep
  • Best practices sessions

šŸ“š Delivery Methods:

  1. Live virtual sessions
  2. Recorded custom tutorials
  3. Hands-on workshops
  4. Documentation reviews
  5. Q&A sessions

Up to 10 hours of custom training per quarter included.

Premium customers receive prioritized bug fixes and feature request consideration.

šŸ› ļø Bug Fix Priority:

  1. Immediate triage of reported issues
  2. Priority queue placement
  3. Regular status updates
  4. Hotfix availability when applicable
  5. Direct developer communication if needed

āœØ Feature Requests:

  • Priority consideration
  • Quarterly roadmap input
  • Beta access to solutions
  • Custom workaround support

48-hour response for enhancement requests.

Premium customers receive enhanced API support and monitoring.

šŸ‘Øā€šŸ’» API Support Features:

  • Custom integration assistance
  • Performance optimization
  • Rate limit increases
  • Webhook monitoring
  • Error tracking

šŸ” Monitoring Includes:

  1. Real-time usage dashboards
  2. Rate limit warnings
  3. Error rate alerts
  4. Performance metrics
  5. Custom webhook health checks

Direct access to API specialists for complex queries.

Security & Compliance
3 questions

Premium Support includes additional security features and priority security response.

šŸ”’ Enhanced Security:

  • Custom IP allowlisting
  • Advanced audit logs
  • Security alert prioritization
  • Dedicated security contact
  • Custom security reviews

šŸ›”ļø Additional Features:

  1. Enhanced 2FA options
  2. Custom session policies
  3. Access control reviews
  4. Security metric reports
  5. Incident response priority

Monthly security reviews available upon request.

Premium Support provides enhanced compliance documentation and support.

šŸ“œ Compliance Support:

  • Custom compliance reports
  • Audit assistance
  • Documentation support
  • Control validation
  • Regulatory guidance

šŸ¢ Available Standards:

  • SOC 2
  • HIPAA
  • GDPR
  • ISO 27001
  • Custom frameworks

72-hour turnaround for compliance documents.

Premium customers receive priority data handling and enhanced privacy controls.

šŸ” Data Procedures:

  • Priority data requests
  • Custom retention policies
  • Enhanced encryption
  • Data export priority
  • Privacy controls

šŸ“Š Available Services:

  1. Custom backup schedules
  2. Priority restoration
  3. Data analysis support
  4. Usage reporting
  5. Privacy assessments

24-hour response for data-related requests.

Account Management
3 questions

Premium Support allows unlimited authorized support contacts within your organization.

šŸ‘„ Contact Management:

  • Unlimited support users
  • Custom permission levels
  • Group management
  • Access hierarchy
  • Contact audit logs

āœļø Contact Features:

  1. Individual portals
  2. Custom notifications
  3. Access history
  4. Permission templates
  5. Bulk management

Changes processed within 1 business hour.

Premium customers receive comprehensive support analytics and custom reports.

šŸ“Š Standard Reports:

  • Ticket analytics
  • Response times
  • Usage patterns
  • SLA compliance
  • Resource utilization

šŸ“ˆ Custom Reporting:

  1. Custom metrics
  2. API usage details
  3. User activity
  4. Cost analysis
  5. ROI calculations

Reports delivered weekly or on-demand.

Premium Support allows extensive customization of support preferences and notifications.

āš™ļø Customizable Options:

  • Contact methods
  • Alert thresholds
  • Update frequency
  • Language preference
  • Time zone settings

šŸ”” Notification Settings:

  1. Custom alert rules
  2. Channel preferences
  3. Escalation paths
  4. Update frequency
  5. Out-of-office routing

Changes effective within 1 hour.

FAQBeeMade with FAQBee