Premium Support
24/7 support for your 24/7 business
From a special support phone number to priority service, Premium Support gives teams everything they need to keep even the most challenging products running. All day. Every day.
A step above standard
Every developer using Enterprise Cloud and Enterprise Server can code with confidence knowing they’ll get fast, quality responses for urgent issues during the week with our standard Enterprise Support, but some teams need a little more peace of mind.
Premium perks
Faster responses, 24/7
Get help whenever you need it from our always-available support team—because critical issues don’t wait for business hours.
More ways to reach us
With phone and email support, reach out about account issues in the place and on the timeline that works best for you.
A personal touch
Count on quick answers from our support team. And if you opt for Premium Plus Support, you’ll get your own Customer Reliability Engineer who knows the ins and outs of your account.
Extra administrative help
Whether you’re migrating code or considering an upgrade, schedule four service hours of one-on-one administrative help every month with Premium Plus Support.
Compare plans
| Enterprise | Premium | Premium Plus | |
|---|---|---|---|
Plan coverage |
Included with Enterprise Cloud and Enterprise Server | Available for Enterprise Cloud and Enterprise Server | Available for Enterprise Cloud and Enterprise Server |
Support hours |
24x5 | 24x7 | 24x7 |
Initial response – Urgent |
<8 hours | 30 mins | 30 mins |
Initial response – High |
<8 hours | 4 hours | 4 hours |
Guaranteed SLA? |
No | Yes | Yes |
Type of support |
Web only | Web, phone | Web, phone |
Authorized contacts |
n/a | 10 | 25 |
Support resources |
Shared support team | Priority ticket handling | Priority ticket handling and named Customer Reliability Engineer |
Premium content |
|||
Scheduled health checks |
Biannual | Quarterly | |
Administration assistance |
4 hours per month | ||
Account reviews |
Quarterly | ||
Virtual training class |