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Premium Support

Stepping up to today’s business challenges.

Unmatched expertise. Personalized support. Built for you and your business.

Keep business services flowing smoothly—all eyes on you. Technical expertise, strategic insights, and personalized attention to optimize software configurations, proactively minimize downtime, and fast-track incident resolution.

What is Premium Support?

Premium Support is the highest-level support for evolving environments. It is the expertise you need, when you need it, to help you keep pace with your ever-evolving environment.

Expert assistance
Expert assistance

Select technical and strategic experts who proactively optimize operations, minimize downtime, and fast-track resolutions.

Personalized help
Personalized help

Personalized problem resolution—in one product area, multiple areas, or across your complex IT landscape.

Flexibility
Flexibility

Flexibility to easily add services or expertise as your needs change.

Partnership
Partnership

A partnership that prioritizes the needs of your team, your environment, and your business.

level of engineer

Select the type and level of engineer that works best (see below).

desired for strategic

Add account management as desired for strategic support.

Experience the Premium difference

Experience the Premium difference.

Support Options

Watch this video to learn how Premium Support works like a fire brigade: identifying risks to prevent problems, fighting mission-critical fires, and coordinating an emergency response.

Premium Support Engineers
Premium Support Engineers

Fire Fighters

Personalized Problem Resolution—Resolve issues faster with the help of a personal senior engineer who knows your products inside-out. Choose from three levels of coverage:

Technical Account Managers
Technical Account Managers

Fire Prevention

Proactive Technical Guidance—Decrease downtime with the help of this senior-level, go-to resource. They prioritize preventing problems and optimizing your software.

  • Provides supportability reviews, prescriptive roadmap planning, and best-practices guidance.
  • Reviews incidents handled by Customer Support to reduce recurrence, manage escalations and ensure progress.
  • Mentors to increase your team’s knowledge and provides guidance to leverage full product features and functionality.
Enterprise Support Managers
Enterprise Support Managers

Fire Chief

Next-Level Support Management—Count on this support advocate to optimize your support experience. They handle the nontechnical aspects of our support partnership.

  • Builds relationship with your team and gains knowledge of your implementation and business priorities.
  • Champions your organization during escalations and hosts case and business reviews.
  • Coordinates with support resources, product management and R&D to ensure delivery success.

Flexible Credits

Buying power for short-term services—Flexible Credits are a convenient way to buy additional short-term support, learning services, or consulting services. You can purchase credits upfront to redeem for ad hoc technical events or pay as you go. It’s up to you.

Flexible Credits
  • “Our Premium Named Support Engineer is intimately familiar with our environment and our Data Protector configuration and can help us resolve issues much faster, give us insight into upcoming new features, and enable us to respond to our clients quickly.”

    Alexander Förster
    SAP Certified Technology Consultant
    FIS-ASP GmbH

Resources

Experience the Premium difference.

release-rel-2024-1-1-9393 | Wed Jan 17 20:54:05 PST 2024
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release/rel-2024-1-1-9393
Wed Jan 17 20:54:05 PST 2024
AWS