Premium+ Support
Premium+ Support puts your tickets in the priority queue and connects you directly to senior engineers. When something urgent breaks, you reach a fix without waiting.
Getting the Service
The service is bought from the store and added to your licence. It is billed monthly or yearly and applies per licence. It takes effect as soon as it is added.
Priority queue and direct access to senior engineers. Monthly or yearly, per licence.
What the Service Covers
It is a tier above standard support. The way you open a ticket does not change; what changes is how the ticket is handled.
| Area | What changes |
|---|---|
| Priority | Your tickets are handled ahead of the standard queue. |
| Senior team | Investigation and resolution are carried out by senior engineers. |
| Hands-on help | You get hands-on troubleshooting rather than pointers. |
| Your own installation | The investigation happens on your installation, not on generic examples. |
Tasks
Adding it to your licence
- Buy the service from the store.
- Once payment is complete, it is added to your licence and takes effect.
- Every ticket you open from then on enters the priority queue.
Opening the chat from the panel
- Click the ? icon in the top bar of the admin panel.
- Click Premium+ Support under the Account heading.
- The chat window opens at the bottom right. Write your message and send it.
- Your message reaches us as a support ticket, and the reply appears in the same window.
Once opened, the chat stays at the bottom right on other pages too. Even if you close the window, the small icon remains, so you can open it when a reply arrives.
Things to Watch
If you hold several licences, it is bought for each one separately.
Working on your installation may require access to it. Share those details only through the support ticket.
Until you open it from the menu, pages load no files for the chat. If you choose Hide permanently, the icon disappears; clicking the menu row again brings it back.
Without a licence key on the installation, the row is not shown. On an installation without the service, the chat opens and offers a purchase link instead of writing.
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