What is Premium Support
Premium Support delivers expert help beyond Standard Support, covering more scenarios to keep your projects on track. It includes assistance with product versions that have already reached End of Maintenance (EOMM), as well as issues not caused by product defects, such as:
Troubleshooting malfunctions and error messages
Compatibility and upgrade guidance
Deployment and configuration assistance
Complex usage “how-to” assistance
Why Choose Premium Support?
Fast Response When You Need It
Issues get attention within 2 business hours—don’t let small problems turn into outages.
Priority Fixes for Critical Issues
Prevent downtime that can cost thousands in revenue or missed opportunities.
Direct Access to Experts
Work with senior Appeon engineers for faster, more accurate problem analysis and resolution.
Be Ready for the Unexpected
When complex problems arise, you’ll have experts on standby—not days away.
Customer Testimonial
"Appeon’s support is fast, easy and awesome, something unseen in previous history."
Miguel Leeuwe
Senior Developer, Credica Limited
What’s Included in A Ticket?
Each Premium Support ticket includes:
Up to 8 hours of expert engineering time
One-on-one consultation via email, phone, or remote web session
Issue scoping and definition to ensure mutual clarity
Delivery of one or more recommended solutions
If the issue is too complex to resolve within one ticket, we’ll advise you before proceeding.
How It Works
You select the number of tickets needed and pay upfront. Each ticket covers a single issue that can be resolved in 8 hours or less.
You log in and submit your issue via our Premium Support Portal.
(Log in with the Appeon account used to purchase your ticket or activate your software.)
We’ll contact you within 2 business hours to define the issue and begin troubleshooting.
We’ll deliver one or more suggested solutions and close the ticket. If resolution isn’t possible, your ticket will be cancelled and we’ll notify you.
FAQs
Initial response time is typically within 2 business hours. Our Premium Support hours are Monday through Friday from 9AM to 5PM US Eastern time (excluding public holidays).
A ticket is a single support issue that cannot be broken down into smaller issues and can be resolved within 8 hours of labor by our Premium Support staff. When you open a ticket, we will work with you to agree on the definition of the issue, ensuring clarity on how many tickets may be needed.
A ticket is considered resolved and closed when our Premium Support staff provides one or more solutions that address the agreed-upon issue. If no viable solution can be provided, you will be informed and the ticket will be cancelled.
No. While we make our best effort, some issues may be beyond our control. If no solution can be delivered, we will notify you and cancel the ticket.
- Product feature enhancements
- Onsite support (we only offer remote support)
- Performance tuning
- Writing documentation
Need More Help?
Support from Appeon partners
Appeon authorized consulting partners are technical experts who deliver Appeon solutions to customers. Find a consulting partner that provides the professional services to solve your specific business issues and support your long-term goals.
