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

🌟 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

💫 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.

⚡ Response Time Comparison:

Priority Level	Premium	Standard
Critical	15 minutes	4 hours
High	1 hour	8 hours
Normal	4 hours	24 hours
Low	8 hours	48 hours

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

⏱️ Response Time SLA:

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

💡 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.

🚨 Activation Methods:

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

⚡ 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.

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

👤 TAM Responsibilities:

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

📊 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.

💬 Channel Features:

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

⚡ 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.

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

🎓 Training Options:

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

📚 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.

🛠️ 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

✨ Feature Requests:

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

48-hour response for enhancement requests.

Premium Support includes additional security features and priority security response.

🔒 Enhanced Security:

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

🛡️ 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.

📜 Compliance Support:

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

🏢 Available Standards:

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

72-hour turnaround for compliance documents.

Premium Support allows unlimited authorized support contacts within your organization.

👥 Contact Management:

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

✏️ 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.

📊 Standard Reports:

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

📈 Custom Reporting:

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

Reports delivered weekly or on-demand.