Premium Support
Gain access to priority support from a team of dedicated Premium Support Agents.
Your problem is our priority
Accelerated SLAs and expanded agent availability
Depending on the severity of your issue, you’re guaranteed a response from us within 4-8 hours during business hours.* Agents begin working to resolve your issue as soon as you hear back.
Support is available Monday - Friday, 9am - 5pm CET & EST.
SLAs:
- L1* & L2*: 4 hrs
- L3* & L4*: 8 hrs
Dedicated support from Premium Support Agents
Tickets are immediately routed to our team of Premium Support Agents, product experts skilled in resolving even the most complex technical challenges standing in the way of your success. Premium Support Agents must demonstrate superior technical acumen and customer service skills to interface with Premium Support customers. They also keep detailed records of your setup and support history, to spare you the work of bringing a new agent up to speed every time you file a ticket.
Priority bug fixes, if and when bugs arise
We do everything we can to keep bugs out of our software, but if and when they arise, you’ll get priority in the resolution queue, ensuring faster action from our developers. Premium Support Agents personally escalate your claim and coordinate the response across product teams until you’re back in action.
Quarterly Reviews
Our team of Premium agents will reach out once per quarter to check-in on your setup, review the status of any outstanding tickets, highlight recent releases, and more.