The ServiceDesk Plus premium support program offers around-the-clock, timely assistance for enterprises with a complex service environment. With dedicated subject-matter experts, on-demand technical guidance, and top-tier response times, the premium support program is a robust support system you can rely on as your business scales with ServiceDesk Plus.
Reach our experts quickly for platform assistance with targeted first response times of three hours or less.
Gain access to a designated support engineer who will understand your enterprise's unique infrastructure and offer personalized technical assistance.
Access a 24/7 global support team through any channel for urgent issues during non-business hours.
Bring out the best from ServiceDesk Plus with periodic health checks, and get help with fine-tuning the platform to your environment.
Opt for a remote session with one of our support engineers for a quick, hands-on resolution of any critical issues.
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Acknowledgement of support request
First response time for the request will be shared within three hours for the premium support program, and within eight hours for the classic support program. |
Within 8 hours. | Within 3 hours. |
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Email support
Customers opting for premium support can reach support via email even during non-business hours. The email queries will be routed to the exclusive premium support engineers. Customers opting for classic support can reach our support engineers via email during the business hours of that region. |
During business hours of that region. | Email support available 24/5. |
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Chat support
Customers can use the chat support from pitstop.manageengine.com, or use the chat option within the product, to connect with the premium support engineer or a classic support engineer. |
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Access to support knowledge repository
Customers can access the complete knowledge repository, which includes product documentation, FAQs, release notes, and the Pitstop community. |
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Service packs and minor releases
This service is applicable only for the on-premises edition of ServiceDesk Plus. Customers of both support programs have immediate access to new hotfixes, minor releases for bug fixes, and other enhancements. However, customers of the premium support program, if needed, can request premium support engineers to perform the upgrade or to be on standby until the upgrade is completed by the customer. For this service, the premium support engineers require a three day notice. |
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Early access
This service is applicable only for the Cloud model of ServiceDesk Plus. Customers of the premium support program are eligible to try beta features and enhancements for their service operations. This service is not available in the classic support program. |
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Telephonic support
Customers of the premium support program can reach the support engineers over a telephone call through the numbers listed in this page. This service is not available in the classic support program. |
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On-demand support via remote sessions
Customers of the premium support program can instantly connect to remote sessions with the premium support engineers for high-priority issues. Customers in the classic support program requiring remote sessions can connect to support engineers based on the support team's earliest availability. |
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Single point-of-contact
Customers of the premium support program are assigned an exclusive support engineer as a single point-of-contact who will understand the unique complexities of the customer's IT environment. This service is not available in the classic support program. |
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Global escalation team
Customers of the premium support program are assisted by the global escalation team, which operates 24/7 to ensure customers escalations are addressed promptly. This service is not available in the classic support program. |
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24/7 support for high-impact issues
Customers of the premium support program can access the premium support engineers through any channel for the high-impact issues in their environment. This service is not available in the classic support program. |
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Health check
The exclusive support engineer assigned to each customer will periodically analyze the ServiceDesk Plus instance for any possible platform optimizations and share best practices to drive more efficiency in the customer's IT environment. This service is not available in the classic support program. |
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Online training
Customers of the premium support program can request an online training session to better understand the ServiceDesk Plus platform. The online training sessions can be up to eight hours for the on-premises model of ServiceDesk Plus, and up to six hours for the cloud model of ServiceDesk Plus. |
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Custom product support
Customers of the premium support program can utilize the ServiceDesk Plus development team for assistance with personalized query reports, custom-built integrations, and tailored scripts to extend the platform's functionality. This service is applicable for requirements that would require less than 20 work hours. Requirements such as implementation, onboarding, and customization, among other services, that exceed 20 work hours will be billed with Professional Services. |
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The premium support program offers unmatched expertise and assistance to keep you operating at your best with the ServiceDesk Plus platform. If you have any further questions, please reach out to sales@manageengine.com.