Premier Support

Reliable help for mission critical applications.

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Why enterprises choose Premier Support

Dedicated senior support team

Direct access to highly trained engineers who are ready to diagnose issues in your environment. Senior support engineers familiarize themselves with three primary contacts from your company to learn your network and environment.

Faster SLAs

Premier Support responds within 30 minutes to all business-critical tickets, and as soon as 2 hours for non-critical questions. Our critical incident management process includes 24-hour global warm handoffs and escalations.

24/7 Coverage

24/7 coverage includes assistance with scheduled outages and maintenance work to ensure you're business is fully supported at all times.

Priority development escalation

If an issue requires escalation to our development team, our PS engineers ensure it receives priority placement in the escalation queue.

Compare enterprise services

See how Premier Support compares and complements Technical Account Management.

Download the Premier Support Datasheet 

Reactive support Standard Premier TAM
Email Check mark Check mark  
Phone   Check mark  
24/7   Check mark  
Critical SLA 1 hour 30 min  
Proactive analysis      
Dedicated Analyst     8 hours / week
Account Coordination     Check mark
Solution and Process Guidance     Check mark
Quarterly Onsite Visits     Check mark
Insight into Product Roadmap     Check mark
Annual Price Free* $35,000/year $60,000/year

*For products hosted on your own server, standard support along with upgrades to the latest version is included in your maintenance cost. For Cloud products, standard support is free.

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