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Premium support

Premium Support

24/7 support for your 24/7 business

From callback support via phone to priority service, Premium Support gives teams everything they need to keep even the most challenging products running. All day. Every day.

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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

No matter if you want to manage your tickets or request a callback, our new support portal at is the central place to go to. Reach out 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 interested in best practices or considering an upgrade, schedule four hours of one-on-one administrative assistance 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, callback Web, callback, screen sharing for critical issues

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


Virtual training class