Premium Support
Synergy Premium Support is a paid, supplemental support offering for Synergy customers.
When you use Synergy's support offerings, the terms of your Services Agreement, the Synergy Privacy Statement, and the Synergy Data Protection Agreement apply.
About Synergy Premium Support
Synergy customers can purchase Synergy Premium Support, which offers:
- Written support, in English, through our support portal and email
- Phone support via callback request, in English, through our support portal and email
- 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) with direct access to escalation engineering resources, if needed to expedite case resolution
- Available incident coordinator to manage technical resources within Synergy until the 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)
- Technical advisory hours (Premium Plus plan)
Plan Comparison
| Feature | Standard | Premium | Premium Plus |
|---|---|---|---|
| Hours of operation | Working hours | Working hours | Working hours |
| Initial response time | N/A | - 4 hours for Urgent | - 2 hours for Urgent |
| - 8 hours for High | - 4 hours for High | ||
| Support channels | - Online ticket submission | - Online ticket submission | - Online ticket submission |
| - Phone support in English via callback request | - Phone support in English via callback request | ||
| - Screen share request for critical issues | - Screen share request for critical issues | ||
| Training | Onboarding | - 1 every 6 months | - 1 every 3 months |
Hours of Operation
Synergy Premium Support is available during working hours in the Americas and Europe, 5 days per week.
Working hours include from 9am Central European Time to 6pm Pacific Time. Support is limited during holidays.
Service Level Agreement Response Times
The initial response time guaranteed by the SLA is dependent on the priority level of the ticket.
Response time begins when Synergy Premium Support sets the priority level of the ticket. A response does not mean the issue has been resolved.
Assigning a Priority to a Support Ticket
When you contact Synergy Premium Support, you can choose one of three priorities for the ticket:
- Urgent
- High
- Normal