DNSFilter Premium Support

Premium Support

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.

Support Options

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 sales@dnsfilter.com 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.