Question
What's Zendesk Premier? What's the difference among Premier Access, Plus, and Enterprise? How is Premier different from non-Premier or standard support?
Answer
Standard support operates within local business hours for five days a week. Premier enhances the support experience through global technical support and priority routing, especially for requests that are identified as critical and major.
The Zendesk Premier plan includes the below support features:
- 24/7 English technical support
- Guaranteed response time and follow-ups for major and critical tickets
- Includes the Expert Access Catalog (EAC), which provides consultative assessments and interactive workshops
- Designated list of Zendesk support engineers and technical account managers
All Premier plans offer 24/7 English support and guaranteed response times for major and critical tickets. The table below shows the differences among the Premier Access, Plus, and Enterprise tiers.
Features |
Standard support |
Premier Access |
Premier Plus |
Premier Enterprise |
|
|
Technical support |
8x5 customer support through messaging, webform, and callback request | Pooled engineers |
Pooled engineers |
Premier support engineer (PSE) |
Premier support engineer (PSE) |
|
Self service |
Help center and community | Y |
Y |
Y |
Y |
| On-demand learning courses | Y |
Y |
Y |
Y |
|
|
Consulting |
Expert Access Catalog (EAC) assessment sessions | N |
1 at a time |
1 at a time |
2 at a time |
| EAC interactive workshops | N |
N |
Y |
Y |
|
|
Enhanced troubleshooting support |
Email request support | N |
N |
Y |
Y |
| 24/7 global support coverage (English only) | N |
Y |
Y |
Y |
|
| Designated contacts | N |
5 |
10 |
20 |
|
| First response time guarantees | N |
Y |
Y |
Y |
|
| Continual response time follow-ups | N |
Y |
Y |
Y |
|
| Credit-backed service availability SLA | N |
Y |
Y |
Y |
|
| VIP case management | N |
N |
Y |
Y |
|
| Break fix Zoom 1 on 1 sessions | N |
N |
Y |
Y |
|
| Designated Premier support engineer | N |
N |
Y |
Y |
|
| Service reviews | N |
N |
Bi-annual |
Monthly |
|
| Proactive performance alerts | N |
N |
N |
Y |
|
| Hypercare or peak event management | N |
N |
N |
Y |
|
|
Technical strategy |
Technical strategy program management | N |
N |
Designated technical account manager (TAM) |
Designated TAM, high-touch |
| Technical strategy review sessions | N |
N |
Monthly |
Weekly |
|
| Technical strategy roadmap planning | N |
N |
Bi-annual |
Quarterly |
|
| Technical strategy documentation | N |
N |
Roadmap |
Roadmap |
|
| Certifications | N |
N |
N |
10 promo codes |
|
First response time guarantees
Premier plans get first response priority for technical issues. Issues identified as critical get first response within 30 minutes, while major issues get a first response within 1 hour. Below are the types of business impact and their definitions:
- Critical: Urgent issues where you can't communicate with customers or a key service is fully down
- Major: When an important feature stops working, but the rest of the product is still available
- Moderate: When a feature malfunctions or causes delays, but the issue doesn't fully block work
- Limited: For questions, guidance, or simple requests
These guarantees ensure response and ongoing updates at the same cadence. They don't guarantee a specific resolution time. To learn about uptimes and downtime service credits, see How do I request a service credit as a Premier customer?
How Premier pricing is calculated
Pricing is based on your annual license spend with Zendesk, which includes products like Suite, Support, Voice, Guide, Analytics, and Messaging. It excludes one-time Professional Services, Voice credits, and existing Assist subscriptions.
How to contact Premier support
Premier customers can contact support through the below channels:
- Messaging or webform: Use the Help widget in your Zendesk instance for prioritized routing
- Callback request: Go to your Zendesk dashboard to request a callback
- Email: Premier Plus and Enterprise customers can email their Premier team directly for non-urgent account and troubleshooting concerns
- Phone: Premier Plus and Enterprise customers can call Premier support for prioritized routing. Premier Access customers can call the US toll-free number, 1-888-851-9456, which is staffed from 8am to 6pm Eastern Time (ET), Monday through Friday, except holidays.