About Premium Support

In addition to all of the benefits of Enterprise Support, Enterprise customers can purchase Premium Support, which offers:

• Written support, in English, through our support portal 24 hours per day, 7 days per week
• Phone support via callback request, in English, through our support portal 24 hours per day, 7 days per week (when required for ticket resolution)
• A Service Level Agreement (SLA) with guaranteed initial response times
• Escalation and incident management
  • Support Engineers, for Premium customers, and Customer Reliability Engineers (CREs), for Premium Plus customers, have direct access to escalation engineering resources, if needed to expedite case resolution
  • Available incident coordinator to manage technical resources within until underlying issue is mitigated or fully resolved
• Access to premium content
• Health checks
• Application upgrade assistance: Before your upgrade, we review your upgrade plans, playbooks, and other documentation and answer questions specific to your environment (Premium Plus plan / Engineering Direct only)
• Technical advisory hours (Premium Plus plan / Engineering Direct only)

There are two Premium Support plans: Premium and Premium Plus / Engineering Direct.

How you are charged for Premium Support will depend on your products and how you are charged for them.

• If you are a licensed billing customer, the support fee percentage is applied to the cost of licenses for the current year.

• If you are a metered billing customer, the support fee percentage for Premium plan, Premium Plus plan, and Engineering Direct is calculated as either a percentage of your estimated metered spending or a set minimum annual fee—whichever amount is higher. For Engineering Direct customers, this is in addition to the Unified Support contract fee.

  The support fee for metered billing is estimated from the previous 12 months' spending. If you have less than 12 months of spending history, will take a 12-month run rate based on your spending history. If your last 3 to 6 months spending is vastly different to the last 6 to 9 months, the last 3 to 6 month period will be used.

  If you are switching from licensed billing to metered billing, your support fee at contract renewal is estimated based on the previous year's purchased licenses. Minimum thresholds remain in place.

• If you are both a licensed and metered billing customer (hybrid), your charge will be calculated from the support fee percentage applied to the current year's license purchases plus the support fee percentage applied to your estimated metered billing spend.

New customers who are only planning to use metered products will be required to pay the annual minimum for Premium plan or Premium Plus plan / Engineering Direct.

If you would like a quote for Premium Support, contact 's Sales team.

To sign up for Premium Support or upgrade your plan, contact our account management team.

If your support request is outside of the scope of what our team can help you with, we may recommend next steps to resolve your issue outside of Support. Your support request is possibly out of Support's scope if the request is primarily about:

• Third party integrations, such as Jira
• CI/CD, such as Jenkins
• Writing scripts
• Configuration of external authentication systems, such as SAML identity providers
• Open source projects
• Writing or debugging new queries for CodeQL
• Cloud provider configurations, such as virtual network setup, custom firewall, or proxy rules
• Container orchestration, such as Kubernetes setup, or networking
• Detailed assistance with workflows and data management
• Preview features. Public preview, private preview, and technical preview features are out of Support's scope.

For support with public preview features, you can contact your account manager on 's Sales team. For support with private preview and technical preview features, contact the group provided during the private preview's onboarding session, or your account manager on 's Sales team.

For detailed assistance with workflows and data management, consult Expert Services, which offer specialized support to help you optimize your use of the platform.

If you're uncertain if the issue is out of scope, open a ticket and we're happy to help you determine the best way to proceed.

Premium Support customers can use the Support portal to report issues in writing, in English.

Premium Support is available 24 hours a day, 7 days per week. If you purchased Premium Support prior to September 17, 2018, support is limited during holidays. For more information on holidays Premium Support observes, see the holiday schedule at About Support.

For tickets you submit, support is available 24 hours a day, 7 days per week. The initial response time guaranteed by the SLA is dependent on the priority level of the ticket. Response time begins when Premium Support sets the priority level of the ticket. A response does not mean the issue has been resolved.

During the initial response time for Urgent priority tickets, you can expect us to do the following:

• The paged Support Engineer or CRE assigns and carefully reviews your ticket. The goal is to understand the issue, start troubleshooting, and identify next steps.
• In the initial response, the assigned Support Engineer or CRE will acknowledge ticket receipt and assignment as well as provide next steps to clarify and troubleshoot the situation. To assist with resolving your issue, the Support Engineer or CRE may ask for additional information such as screenshots, error messages, log files, diagnostics files, support bundles, or the output of specific console commands.
• Depending on the issue, the assigned Support Engineer or CRE may collaborate with others in Support, Engineering, or the regional incident commander.
• If a callback was requested upon opening the Urgent ticket, the assigned Support Engineer or CRE will determine if, at the current time, screen sharing is the most efficient way of driving the ticket towards resolution. If so, they will extend an offer to you to join a screen sharing session.

When you contact Premium Support, you can choose one of four priorities for the ticket: Urgent, High, Normal, or Low. For more information, see About ticket priority.

Premium Support may consider a ticket solved after providing an explanation, recommendation, usage instructions, workaround instructions, or by advising you of an available Enterprise Server release that addresses the issue.

If you use a custom or unsupported plug-in, module, or custom code, Premium Support may ask you to remove the unsupported plug-in, module, or code while attempting to resolve the issue. If the problem is fixed when the unsupported plug-in, module, or custom code is removed, Premium Support may consider the ticket solved.

Premium Support may close a ticket if the ticket is outside the scope of support or if multiple attempts to contact you have gone unanswered. If Premium Support closes a ticket due to lack of response, you can request that Premium Support reopen the ticket.

Premium Plus customers are eligible to receive one virtual training class per year and can choose from the following topics:

• for developers
• for admins (Server)
• for admins (Cloud)
• for non-developers
• API
• Actions Fundamentals
• Actions Intermediate
• Copilot Fundamentals
• Copilot Intermediate
• Copilot Administration & Security
• Enterprise Implementation (Cloud)

We recommend limiting training sessions to a maximum of 16 participants to ensure an optimal provider-to-participant ratio and a high-quality delivery experience. However, in specific cases where it makes sense, we can accommodate up to 20–25 participants while maintaining our commitment to delivering a valuable training experience for your team.

You can access premium content by signing into the Support portal, then clicking Premium.