The ServiceDesk Plus MSP premium support program offers around-the-clock, timely assistance for MSPs managing intricate service landscapes. With dedicated subject matter experts, on-demand technical guidance, and top-tier response times, the premium support program is a robust support system you can rely on as your service environment scales with ServiceDesk Plus MSP.
Benefits of our premium support program
Fast responses
Reach our experts quickly for platform assistance with targeted first response times of three hours or less.
Exclusive support engineer
Gain access to a designated support engineer who will understand your enterprise's unique infrastructure and offer personalized technical assistance.
Emergency coverage
Access a 24/7 global support team through any channel for urgent issues during non-business hours.
Tailored optimization
Bring out the best from ServiceDesk Plus with periodic health checks, and get help with fine-tuning the platform to your environment.
On-demand remote sessions
Get a quick remote session with one of our skilled support engineers for a hands-on resolution of any critical issues you're facing.
Compare our support programs
| Services | Classic support | Premium support |
|---|---|---|
Response time Support requests will be responded to within three hours for the premium support program and within eight hours for classic support. | < 8 hours | < 3 hours |
Email support Customers enrolled in the premium support program have the advantage of accessing support via email even during non-business hours. Queries submitted via email will be directed to our dedicated team of premium support engineers. Customers opting for classic support can reach our support engineers via email during the business hours of that region. | Only during the business hours of the local region | Email, chat, and telephonic support available 24/5 |
Chat support Customers can access chat support at pitstop.manageengine.com or through the product to connect with a customer support engineer. | ||
Knowledge repository access Customers can access our complete knowledge repository, which includes product documentation, an FAQ, release notes, and the Pitstop community forum. | ||
Service packs and minor releases Applicable only for customers using the on-premises version of ServiceDesk Plus MSP. All customers have immediate access to new hotfixes, minor releases for bug fixes, and other enhancements. However, customers enrolled in the premium support program, if needed, can request premium support engineers to perform the upgrade or to be on standby until the upgrade is completed by the customer. For this service, the premium support engineers require a three-day notice. | ||
Early access This service is applicable only to customers using the cloud version of ServiceDesk Plus MSP. Customers enrolled in the premium support program are eligible to try beta features and enhancements for their service operations. This service is not offered in the classic support program. | ||
Telephonic support Customers enrolled in the premium support program can contact support engineers via the telephone numbers listed on this page. This service is not offered in the classic support program. | ||
On-demand remote support Customers enrolled in the premium support program can immediately connect with support engineers over remote sessions for troubleshooting urgent, high-priority issues. Customers in the classic support program who require remote support can connect with the support engineers based on the support team's earliest availability. | ||
Single point of contact Customers enrolled in the premium support program are assigned an exclusive support engineer as a single point of contact who will understand the unique complexities of their IT environment. This service is not offered in the classic support program. | ||
Global escalation team Customers enrolled in the premium support program receive assistance from the global escalation team, which operates 24/7 to ensure that customer escalations are addressed promptly. This service is not offered in the classic support program. | ||
24/7 support for high-impact issues Customers enrolled in the premium support program can connect with the support team anytime for the high-impact incidents in their service desk environment. | ||
Health checks The dedicated support engineer assigned to each customer will periodically analyze the ServiceDesk Plus MSP instance for potential platform optimizations and provide best practices to enhance efficiency in the customer's IT environment. This service is not offered in the classic support program. | ||
Online trainings Customers enrolled in premium support program can request online training sessions to better understand the ServiceDesk Plus MSP platform. Online training sessions for the cloud version of ServiceDesk Plus MSP have a duration of up to six hours, while on-premises sessions can last up to eight hours. This service is not offered in the classic support program. | ||
Custom product support Customers enrolled in the premium support program can receive assistance from the ServiceDesk Plus MSP development team for personalized query reports, custom integrations, and tailored scripts to extend and enhance the platform's functionality. This service is available for requirements that require fewer than 20 work hours. For requirements such as implementation, onboarding, and customization, among other services, that exceed 20 work hours, these will be billed as professional services. This service is not offered in the classic support program. |
The premium support program offers unmatched expertise and assistance to keep you operating at your best with the ServiceDesk Plus MSP platform. If you are interested in enrolling in our premium support program or have any additional inquiries, please email us at