What is Zendesk Premier and what does it include?

<h2 id="h_01HYBAYSYE6D5MS9R76RP14V1N">Question</h2><p>What's Zendesk Premier? What's the difference among Premier Access, Plus, and Enterprise? How is Premier different from non-Premier or standard support?</p><h2 id="h_01HYBAYSYEBM197897FQ8P2KW9">Answer</h2><p>Standard support operates within local business hours for five days a week. Premier enhances the support experience through global technical support and priority routing, especially for requests that are identified as critical and major.</p><p>The Zendesk Premier plan includes the below support features:</p><ul>
<li data-list-item-id="e16c5984d48229b025308afc7274e5fd7">24/7 English technical support</li>
<li data-list-item-id="ed632f5bea6c7bf7809087e311c90fc2c">Guaranteed response time and follow-ups for major and critical tickets</li>
<li data-list-item-id="ea02696feb2c1509884d01266ecb08c27">Includes the <a href="https://support.zendesk.com/hc/en-us/articles/10571609664282" target="_blank" rel="noopener noreferrer">Expert Access Catalog</a> (EAC), which provides consultative assessments and interactive workshops</li>
<li data-list-item-id="eafb6594a00d18bd9770fd36256a45ea1">
<a href="https://support.zendesk.com/hc/en-us/articles/10576677246490" target="_blank" rel="noopener noreferrer">Designated list</a> of Zendesk support engineers and technical account managers</li>
</ul><div class="p"><div class="note">
<span class="notetitle">Note:</span> Premier support services, which include 24/7 coverage and technical sessions, are provided exclusively in English.</div></div><p>All Premier plans offer 24/7 English support and guaranteed response times for major and critical tickets. The table below shows the differences among the Premier Access, Plus, and Enterprise tiers.</p><div>
<figure class="wysiwyg-table" style="width: 100%;"><table class="wysiwyg-table-resized">
<colgroup>
<col style="width: 18%;">
<col style="width: 34%;">
<col style="width: 11%;">
<col style="width: 12%;">
<col style="width: 13%;">
<col style="width: 12%;">
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<tbody>
<tr>
<td colspan="2"><p class="wysiwyg-text-align-center"><strong>Features</strong></p></td>
<td><p class="wysiwyg-text-align-center"><strong>Standard support</strong></p></td>
<td><p class="wysiwyg-text-align-center"><strong>Premier Access</strong></p></td>
<td><p class="wysiwyg-text-align-center"><strong>Premier Plus</strong></p></td>
<td><p class="wysiwyg-text-align-center"><strong>Premier Enterprise</strong></p></td>
</tr>
<tr>
<td>
<p> </p>
<p><strong>Technical support</strong></p>
</td>
<td>8x5 customer support through messaging, webform, and callback request</td>
<td><p class="wysiwyg-text-align-center">Pooled engineers</p></td>
<td><p class="wysiwyg-text-align-center">Pooled engineers</p></td>
<td><p class="wysiwyg-text-align-center">Premier support engineer (PSE)</p></td>
<td><p class="wysiwyg-text-align-center">Premier support engineer (PSE)</p></td>
</tr>
<tr>
<td rowspan="2">
<p> </p>
<p><strong>Self service</strong></p>
</td>
<td>Help center and community</td>
<td><p class="wysiwyg-text-align-center">Y</p></td>
<td><p class="wysiwyg-text-align-center">Y</p></td>
<td><p class="wysiwyg-text-align-center">Y</p></td>
<td><p class="wysiwyg-text-align-center">Y</p></td>
</tr>
<tr>
<td>On-demand learning courses</td>
<td><p class="wysiwyg-text-align-center">Y</p></td>
<td><p class="wysiwyg-text-align-center">Y</p></td>
<td><p class="wysiwyg-text-align-center">Y</p></td>
<td><p class="wysiwyg-text-align-center">Y</p></td>
</tr>
<tr>
<td class="vertical-align-middle" rowspan="2">
<p> </p>
<p> </p>
<p><strong>Consulting</strong></p>
</td>
<td>
<a href="https://support.zendesk.com/hc/en-us/articles/10571609664282" target="_blank" rel="noopener noreferrer">Expert Access Catalog</a> (EAC) assessment sessions</td>
<td><p class="wysiwyg-text-align-center">N</p></td>
<td><p class="wysiwyg-text-align-center">1 at a time</p></td>
<td><p class="wysiwyg-text-align-center">1 at a time</p></td>
<td><p class="wysiwyg-text-align-center">2 at a time</p></td>
</tr>
<tr>
<td>EAC interactive workshops</td>
<td><p class="wysiwyg-text-align-center">N</p></td>
<td><p class="wysiwyg-text-align-center">N</p></td>
<td><p class="wysiwyg-text-align-center">Y</p></td>
<td><p class="wysiwyg-text-align-center">Y</p></td>
</tr>
<tr>
<td rowspan="12">
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p><strong>Enhanced troubleshooting support</strong></p>
</td>
<td>Email request support</td>
<td><p class="wysiwyg-text-align-center">N</p></td>
<td><p class="wysiwyg-text-align-center">N</p></td>
<td><p class="wysiwyg-text-align-center">Y</p></td>
<td><p class="wysiwyg-text-align-center">Y</p></td>
</tr>
<tr>
<td>24/7 global support coverage (English only)</td>
<td><p class="wysiwyg-text-align-center">N</p></td>
<td><p class="wysiwyg-text-align-center">Y</p></td>
<td><p class="wysiwyg-text-align-center">Y</p></td>
<td><p class="wysiwyg-text-align-center">Y</p></td>
</tr>
<tr>
<td><a href="https://support.zendesk.com/hc/en-us/articles/10576677246490" target="_blank" rel="noopener noreferrer">Designated contacts</a></td>
<td><p class="wysiwyg-text-align-center">N</p></td>
<td><p class="wysiwyg-text-align-center">5</p></td>
<td><p class="wysiwyg-text-align-center">10</p></td>
<td><p class="wysiwyg-text-align-center">20</p></td>
</tr>
<tr>
<td><a href="#h_01KQA6ZXY9TT5Z4AX9G0W7HM0N">First response time guarantees</a></td>
<td><p class="wysiwyg-text-align-center">N</p></td>
<td><p class="wysiwyg-text-align-center">Y</p></td>
<td><p class="wysiwyg-text-align-center">Y</p></td>
<td><p class="wysiwyg-text-align-center">Y</p></td>
</tr>
<tr>
<td>Continual response time follow-ups</td>
<td><p class="wysiwyg-text-align-center">N</p></td>
<td><p class="wysiwyg-text-align-center">Y</p></td>
<td><p class="wysiwyg-text-align-center">Y</p></td>
<td><p class="wysiwyg-text-align-center">Y</p></td>
</tr>
<tr>
<td>
<a href="https://support.zendesk.com/hc/en-us/articles/10576729658010" target="_blank" rel="noopener noreferrer">Credit-backed</a> service availability SLA</td>
<td><p class="wysiwyg-text-align-center">N</p></td>
<td><p class="wysiwyg-text-align-center">Y</p></td>
<td><p class="wysiwyg-text-align-center">Y</p></td>
<td><p class="wysiwyg-text-align-center">Y</p></td>
</tr>
<tr>
<td><a href="https://support.zendesk.com/hc/en-us/articles/10966572229402--Internal-Premier-plan-entitlements-FAQ#h_01KX2N4YGAA618DMS06B7TNB6V" target="_blank" rel="noopener noreferrer">VIP case management</a></td>
<td><p class="wysiwyg-text-align-center">N</p></td>
<td><p class="wysiwyg-text-align-center">N</p></td>
<td><p class="wysiwyg-text-align-center">Y</p></td>
<td><p class="wysiwyg-text-align-center">Y</p></td>
</tr>
<tr>
<td>Break fix Zoom 1 on 1 sessions</td>
<td><p class="wysiwyg-text-align-center">N</p></td>
<td><p class="wysiwyg-text-align-center">N</p></td>
<td><p class="wysiwyg-text-align-center">Y</p></td>
<td><p class="wysiwyg-text-align-center">Y</p></td>
</tr>
<tr>
<td>Designated Premier support engineer</td>
<td><p class="wysiwyg-text-align-center">N</p></td>
<td><p class="wysiwyg-text-align-center">N</p></td>
<td><p class="wysiwyg-text-align-center">Y</p></td>
<td><p class="wysiwyg-text-align-center">Y</p></td>
</tr>
<tr>
<td><a href="https://support.zendesk.com/hc/en-us/articles/10966572229402--Internal-Premier-plan-entitlements-FAQ#h_01KX2N54DVMPXF5GN3SFGVN6H8" target="_blank" rel="noopener noreferrer">Service reviews</a></td>
<td><p class="wysiwyg-text-align-center">N</p></td>
<td><p class="wysiwyg-text-align-center">N</p></td>
<td><p class="wysiwyg-text-align-center">Bi-annual</p></td>
<td><p class="wysiwyg-text-align-center">Monthly</p></td>
</tr>
<tr>
<td>Proactive performance alerts</td>
<td><p class="wysiwyg-text-align-center">N</p></td>
<td><p class="wysiwyg-text-align-center">N</p></td>
<td><p class="wysiwyg-text-align-center">N</p></td>
<td><p class="wysiwyg-text-align-center">Y</p></td>
</tr>
<tr>
<td><a href="https://support.zendesk.com/hc/en-us/articles/10966572229402--Internal-Premier-plan-entitlements-FAQ#h_01KX2N5AKS4S907J927RNFX0C7" target="_blank" rel="noopener noreferrer">Hypercare or peak event management</a></td>
<td><p class="wysiwyg-text-align-center">N</p></td>
<td><p class="wysiwyg-text-align-center">N</p></td>
<td><p class="wysiwyg-text-align-center">N</p></td>
<td><p class="wysiwyg-text-align-center">Y</p></td>
</tr>
<tr>
<td rowspan="4">
<p> </p>
<p> </p>
<p> </p>
<p> </p>
<p><strong>Technical strategy</strong></p>
</td>
<td>Technical strategy program management</td>
<td><p class="wysiwyg-text-align-center">N</p></td>
<td><p class="wysiwyg-text-align-center">N</p></td>
<td><p class="wysiwyg-text-align-center">Designated technical account manager (TAM)</p></td>
<td><p class="wysiwyg-text-align-center">Designated TAM, high-touch</p></td>
</tr>
<tr>
<td>Technical strategy review sessions</td>
<td><p class="wysiwyg-text-align-center">N</p></td>
<td><p class="wysiwyg-text-align-center">N</p></td>
<td><p class="wysiwyg-text-align-center">Monthly</p></td>
<td><p class="wysiwyg-text-align-center">Weekly</p></td>
</tr>
<tr>
<td>Technical strategy roadmap planning</td>
<td><p class="wysiwyg-text-align-center">N</p></td>
<td><p class="wysiwyg-text-align-center">N</p></td>
<td><p class="wysiwyg-text-align-center">Bi-annual</p></td>
<td><p class="wysiwyg-text-align-center">Quarterly</p></td>
</tr>
<tr>
<td>Technical strategy documentation</td>
<td><p class="wysiwyg-text-align-center">N</p></td>
<td><p class="wysiwyg-text-align-center">N</p></td>
<td><p class="wysiwyg-text-align-center">Roadmap</p></td>
<td><p class="wysiwyg-text-align-center">Roadmap</p></td>
</tr>
<tr>
<td colspan="2"><strong>Certifications</strong></td>
<td><p class="wysiwyg-text-align-center">N</p></td>
<td><p class="wysiwyg-text-align-center">N</p></td>
<td><p class="wysiwyg-text-align-center">N</p></td>
<td><p class="wysiwyg-text-align-center">10 promo codes</p></td>
</tr>
</tbody>
</table></figure><h3 id="h_01KQA6ZXY9TT5Z4AX9G0W7HM0N">First response time guarantees</h3>
<p>Premier plans get first response priority for technical issues. Issues identified as critical get first response within 30 minutes, while major issues get a first response within 1 hour. Below are the types of business impact and their definitions:</p>
<ul>
<li data-list-item-id="ea2d8180f26eb1e59cfe1360d9f748804">
<strong>Critical</strong>: Urgent issues where you can't communicate with customers or a key service is fully down</li>
<li data-list-item-id="e35b94f90933c395f83c2d20cc89a7ebc">
<strong>Major</strong>: When an important feature stops working, but the rest of the product is still available</li>
<li data-list-item-id="eb9ff0ec5df04f3ad9f9ef9a48a0150c5">
<strong>Moderate</strong>: When a feature malfunctions or causes delays, but the issue doesn't fully block work</li>
<li data-list-item-id="ec4e8748cf97585acb9573530e72e7e21">
<strong>Limited</strong>: For questions, guidance, or simple requests</li>
</ul>
<p>These guarantees ensure response and ongoing updates at the same cadence. They don't guarantee a specific resolution time. To learn about uptimes and downtime service credits, see <a href="https://support.zendesk.com/hc/en-us/articles/10576729658010" target="_blank" rel="noopener noreferrer">How do I request a service credit as a Premier customer?</a></p>
</div><h3 id="h_01KNTWY1DYA1AJWNXDXQ3JH1R5">How Premier pricing is calculated</h3><p>Pricing is based on your annual license spend with Zendesk, which includes products like Suite, Support, Voice, Guide, Analytics, and Messaging. It excludes one-time Professional Services, Voice credits, and existing Assist subscriptions.</p><h3 id="h_01KNTWY1DWHPHBWTC303KMVBSM">How to contact Premier support</h3><p>Premier customers can contact support through the below channels:</p><ul>
<li data-list-item-id="e50746ee684173233b4ea7d29dc6541e8">
<strong>Messaging or webform</strong>: Use the Help widget in your Zendesk instance for prioritized routing</li>
<li data-list-item-id="edcb0554e9411e599376d41d2e2655760">
<strong>Callback request</strong>: Go to your Zendesk dashboard to request a callback</li>
<li data-list-item-id="e68abb7b67d97746226a5959824cb00bc">
<strong>Email:</strong> Premier Plus and Enterprise customers can email their Premier team directly for non-urgent account and troubleshooting concerns </li>
<li data-list-item-id="ea1027ac8d31bd36a0af23a17223b7d8b">
<strong>Phone:</strong> Premier Plus and Enterprise customers can call Premier support for prioritized routing. Premier Access customers can call the US toll-free number, <strong>1-888-851-9456</strong>, which is staffed from 8am to 6pm Eastern Time (ET), Monday through Friday, except holidays.</li>
</ul>