Premium benefits
Introduction
These Customer Support Premium Standards indicate the additional services provided by our Premium Support package.
These services are supplementary to the Customer Support Service Standards, which covers the standard support offering and all support procedures.
Premium support benefits
Improved Response Time
Premium support provides a faster response time in comparison to the standard support package.
Response time commitments are detailed in our Customer Support Service Standards guide.
Dedicated support
Customers enrolled in the Premium Support package are assigned a dedicated support agent.
This representative will:
- Become familiar with the specific needs of your business
- Act as the primary contact for support queries
In the case of annual leave or staff turnover, the dedicated support agent may change.
Additional expertise and direct access to support teams
The Premium Support package provides customers with access to in house communication channels to raise issue queries.
Through a private Slack channel, customers will have direct access to:
- Their dedicated support agent
- Their account executive
- Members of the Glasswall engineering team
- Members of the technical leadership team
Important:
- This Slack channel may be used for issue discussion and queries.
- It cannot be used to raise formal support cases.
- Formal support cases must still be raised through the standard support procedure.
- This Slack channel is not covered by service level agreements.
Alternative escalation pathways
Premium Support offers alternative escalation pathways for support cases that have already been raised through the standard procedure.
Initial issue raising must follow the standard process. After that, escalation can occur through:
- A dedicated Slack channel
- A dedicated Sales Account Executive
- The VP of Operations
- A dedicated Customer Support Agent
These pathways increase communication and feedback options when discussing support cases.
Software updates and regular meetings
Premium Support customers may request recurring meetings with a Glasswall Product Manager.
These meetings enable:
- Greater visibility into future product changes
- Opportunity to provide structured user feedback
- Improved understanding of customer environments and challenges
- Stronger alignment between product direction and customer needs
Customers will automatically be informed when a new software release becomes available.
To request delivery of a release, email: