DNSFilter offers Premium Support to interested customers! In addition to standard access to our knowledge base, email & live chat support, this support tier offers:
- Prioritized case handling: Tickets are routed to on-call engineers who examine your case ahead of standard tier support cases.
- 24x7 urgent phone support: You will receive a unique PIN allowing telephone access to support technicians.
- Enhanced SLA: Your cases will have an enhanced initial response SLA target of 30 minutes for email and 15 minutes for phone support.
- Permanent API token: You will be granted a permanent API token to use DNSFilter with custom integrations.
- Consultation calls: You will be granted two consultation calls per month using the Zoom platform.
Frequently Asked Questions
- How do I receive Premium Support?
- To receive Premium Support, you can reach out to your Account Executive or email us at firstname.lastname@example.org so we can add it to your plan.
- Is there a contract value threshold at which a customer becomes eligible for purchasing Premium Support?
- Yes. The current minimum at which a customer becomes eligible is $1,000 MRR.
- Once Premium Support is added to my account, will there be a pricing change?
- Premium Support is available as a 20% surcharge.
- Who should customers contact whenever they need support?
- Customers will leverage typical support channels when support is needed but receive a faster response per the Premium SLA.