Premium Support
A named contact, and response times in writing.
For a company that needs to know, before it signs, who answers and how fast. A named contact who knows your account, response times in the contract, and a quarterly review of what ran, what it cost, and what to change.
Contactnamed, with a backup and a direct line
Urgentone hour, weekends included
Everything elsefour working hours, or one day
Reviewquarterly, one hour, the ledger and the caps
Pricemonthly, fixed, no minimum term
Three tiers, one clock.
What went wrong
Stops you working
Stops you working. A person is on it within the hour, Saturday included.
Gets in the way
Gets in the way, but you can keep working. Four working hours.
Anything else
A question. One working day, usually much less.
Gets in the way
Gets in the way. Four working hours, and your contact already knows your schedule.
Response times in the contract, in your working hours
One bar is one working day
Stops you workingA function that won’t run, a connector that dropped
Gets in the waySomething with a workaround
Anything elseA question, a request
If we miss one
The next month’s support fee is reduced. The clause is in the contract.
Standard, for every account
Email and in-product support in working hours, Monday to Friday. A person reads every ticket. Most are answered the same day; Premium is where we put that in writing. Contact.
A person who knows your account.
A named contact
Someone who knows which functions you run and what you asked last month, with a backup when they’re away, and a direct line as well as email and the product. Where possible it’s the person who ran your onboarding.
A quarterly review
An hour with your contact. The ledger for the quarter, the caps and whether they’re still right, the functions you use and the ones you switched on and forgot, and a short list of what to change.
The review is the part customers say they’d pay for on its own. Mostly because somebody finally looks at the caps.
One thing it isn’t.
Operating the account for you. That’s Managed operations. Building something new. That’s Custom features, whose maintenance after the first year does sit under Premium.
Most Dedicated hosting contracts pair with Premium; neither requires the other.
Monthly, fixed, by functions running.
No minimum term. It doesn’t draw on the wallet.
Questions people ask before buying it are on the FAQ.
The other things we do for you.
Last revised August 22, 2026
Know who answers before you sign.
Ask for the support clause on the call. It names the tiers, the remedy, and your contact, and it comes with the account paperwork.
No subscription. No seat fee. Money in a wallet, spent on tokens, storage and data, and your balance never expires.




