Premium Support is designed to help businesses like yours achieve a faster response time and shorten the time to incident resolution.
Premium Support comes with a service-level agreement (SLA) that specifies a guaranteed response time for incidents so you can
ensure that services in your mission-critical environments are running optimally.

How Premium Support stacks up against Classic Support

Here's a comparative chart of our support tiers and the included services to help you
choose the best option for your business.

Category Service Classic Support Premium Support
Support Phone support    (Direct line and priority assistance)
Email support    (Direct line and priority assistance)
Chat support    (Direct line and priority assistance)
Maximum response time 1 day 6 hours
Critical response time - Urgent < 1 day 1 hour
Critical response time - High < 1 day 2 hours
Critical response time - Normal < 1 day 4 hours
Critical response time - Low < 1 day 6 hours
Remote assistance    
Access to user forums    
Account management Named technical account manager   Optional Add-on
Escalation manager   Optional Add-on
Quarterly product health checks   Optional Add-on
Educational services Access to an exclusive customer portal, The Circle    
Product certifications Paid add-on Paid add-on
Self-guided resources (knowledge base, help docs, and setup guides)    
  Premium Support is available for customers in the United States for AD360, ADManager Plus, ADAudit Plus, ADSelfService Plus, RecoveryManager Plus, M365 Manager Plus, Exchange Reporter Plus, EventLog Analyzer, and Log360 users.

Get the help you need,

when it matters most from dedicated
support engineers and minimize business disruptions.

Please contact: premium-iamsupport@manageengine.com to sign up for Premium support.

Request a callback to know more

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