Upgraded Premier plan features

Overview

This article explains the Premier support features—including VIP Case Management, Service Reviews, and HyperCare & Peak Event Management—introduced as part of the recent Premier plan upgrade. It outlines how these dedicated and proactive support features operate, providing clarity on the enhanced technical resources and environment optimization opportunities now available to help customers get the most from their new plan benefits.

The following features are discussed in this documentation:

VIP Case Management
Service Reviews
HyperCare and Peak Event Management

What is VIP Case Management?

VIP Case Management is a dedicated support model included in Premier Plus and Premier Enterprise plans. Instead of working with a rotating pool of support agents, you are assigned a designated Premier Support Engineer who serves as your single point of contact for all technical support on your account.

Your Premier Support Engineer takes ownership of all open support tickets, ensures each one is actively progressing toward resolution, and coordinates across Zendesk teams on your behalf when needed.

What are Service Reviews?

A Service Review is a structured meeting between you and your Premier Support Engineer covering key metrics and trends from your Zendesk environment. The goal is to identify patterns, surface optimization opportunities, and keep your support operation running effectively. The service review provides you with an opportunity to meet directly with our PSE and partner together to be prepared for any upcoming changes that may require support level intervention.

What topics are covered in a Service Review?

Each Service Review covers the following areas:

Customer Satisfaction (CSAT) scores
Product area breakdown
Resolution type analysis
First Reply Time
Requester Wait Time
Customer usage trends and service patterns
Optimization opportunities

How often do Service Reviews take place and who runs them?

Your assigned Premier Support Engineer leads every Service Review, which takes place twice a year on Premier Plus and monthly on Premier Enterprise.

What is HyperCare and Peak Event Management?

HyperCare is a proactive support process designed to prepare your Zendesk environment for high-volume events such as product launches, sales periods, or other planned spikes in customer demand.

Note: HyperCare and Peak Event Management are available on Premier Enterprise only.

It is a structured, proactive process owned by your Premier Support Engineer that ensures Zendesk is prepared to support your business during periods of expected high volume. Rather than reacting to problems as they arise, your Premier Support Engineer works with you and internal Zendesk teams ahead of the event.

The HyperCare process includes the following:

An event management playbook documenting your event specifics, timelines, and expected volume
Advance notification to all relevant internal Zendesk teams before your event begins
A proactive monitoring ticket created by your Premier Support Engineer with a ticket classification of "Major," enabling near-immediate 24/7 support response if issues arise during the event
Proactive performance monitoring and automated alerts throughout the event window where applicable

What is an event management playbook?

It is an internal document created by your Premier Support Engineer that captures the details of your upcoming event, including expected volume increases, key dates, and any specific concerns or dependencies. This playbook is shared internally at Zendesk to align all relevant teams before the event begins.

What kind of response time can I expect during a HyperCare event?

During an active HyperCare event, the proactive monitoring ticket is classified as "Major," which enables an almost immediate 24/7 response from Zendesk support if issues occur.

If you have any questions, or would like to find out more about how to upgrade to the new plans, please contact your Zendesk Account Team or Customer Success Manager.