What is Zendesk Premier? What's the difference between Premier and standard support?

Question What's Zendesk Premier? What's the difference among Premier Access, Plus, and Enterprise? How is Premier different from non-Premier or standard support? Answer 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. The Zendesk Premier plan includes the below support features:
24/7 English technical support
Guaranteed response time and follow-ups for major and critical tickets
Includes the Expert Access Catalog (EAC), which provides consultative assessments and interactive workshops

Designated list of Zendesk support engineers and technical account managers

Note: Premier support services, which include 24/7 coverage and technical sessions, are provided exclusively in English. 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.









Feature
Premier Access
Premier Plus
Premier Enterprise


Enhanced technical support
Pooled engineers
Designated Premier support engineer (PSE)
Designated Premier support engineer (PSE)


Consultative sessions
Unlimited assessments, one at a time
Unlimited assessments and interactive workshops, one at a time
Unlimited assessments for up to two concurrent and interactive workshops


Service reviews
Not available
Bi-annual reviews
Monthly reviews


Technical strategy
Not available
Designated technical account managers (TAM)
High-touch designated technical account managers (TAM)


Performance alerts
Not available
Not available
Included


Extra perks
Not available
Not available
10 certification promo codes


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:


Critical: Urgent issues where you can't communicate with customers or a key service is fully down

Major: When an important feature stops working, but the rest of the product is still available

Moderate: When a feature malfunctions or causes delays, but the issue doesn't fully block work

Limited: For questions, guidance, or simple requests

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 How do I request a service credit as a Premier customer?
How Premier pricing is calculated 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. How to contact Premier support Premier customers can contact support through the below channels:

Messaging or webform: Use the Help widget in your Zendesk instance for prioritized routing

Callback request: Go to your Zendesk dashboard to request a callback

Email: Premier Plus and Enterprise customers can email their Premier team directly for non-urgent account and troubleshooting concerns

Phone: Premier Plus and Enterprise customers can call Premier support for prioritized routing. Premier Access customers can call the US toll-free number, 1-888-851-9456, which is staffed from 8am to 6pm Eastern Time (ET), Monday through Friday, except holidays.
