1. Faster Response Times
Your support requests are moved to the front of the queue, ensuring rapid response — even during peak hours.
2. Direct Access to Senior Engineers
Bypass tiered support and work directly with our most experienced technical specialists for faster resolutions.
3. Reduced Downtime
Faster resolution = less operational disruption. Premium Support helps minimize costly downtime that can affect productivity and revenue.
4. Proactive Monitoring & Alerts (where applicable)
We monitor your system’s performance and notify you of critical issues before they impact your operations.
5. Emergency Hotline
Gain access to a dedicated emergency support line for critical, time-sensitive issues that require immediate attention.
6. Priority Feature Requests
Your feedback and feature requests are prioritized in our development roadmap.
Standard Support vs. Premium Priority Support
| Feature | Standard Support | Premium Priority Support |
|---|---|---|
| Response Time | Best-effort | Priority (guaranteed SLA) |
| SLA | 24 to 48 hours | 1 to 4 business hours |
| Access to Senior Engineers | Tiered escalation | Direct access |
| Dedicated Account Manager | No | Yes |
| Emergency Hotline | No | Yes (Working Hours) |
| Support Channel | Only Ticket | Ticket, Email and MS Teams |
