Micah Horner, Product Marketing Manager, TimeXtender
The customers who waited until something broke had a tougher road. By the time they reached out, the issue had usually spread across parts of their environment, making it harder to track and resolve. They lost time chasing causes that could have been spotted early with a simple, proactive review.
Our new Premium Support offering was built to close this gap. It gives you steady access to senior specialists who understand how the different parts of your environment work together. You get proactive reviews that catch issues early, clear steps to strengthen your setup, and faster help the moment you need it.
We’re offering this now because data teams are carrying more responsibility than ever with the same or smaller headcount. Premium Support gives you a simple, reliable way to stay ahead, keep your environment healthy, and prevent problems before they disrupt your work.
What Premium Support Includes
Premium Support brings together these key components designed to keep your environment stable, optimized, and supported by real expertise:
Expert Troubleshooting
You get direct access to senior specialists who understand your environment. They provide prioritized ticket handling, configuration guidance, solution-specific adjustments, and expert troubleshooting when something needs attention.
Quarterly Technical Reviews
Every quarter, you meet for a focused, one-hour review on a high-impact topic. These sessions cover system health, performance tuning, risk prevention, architecture planning, and optimization recommendations you can act on immediately.
Proactive Advisory
You receive strategic planning support, deployment guidance, and architecture best practices that evolve with your business. This helps you avoid issues, improve performance, and make informed decisions about your setup.
Ongoing Knowledge Transfer
Your team gains continuous training, best-practice guidance, and process improvement insights that build confidence and reduce day-to-day friction. This strengthens internal skills and shortens future troubleshooting cycles.
Support for All Product Versions
Premium Support covers all product versions, giving you flexibility in your deployment timeline and ensuring continuity no matter when you choose to upgrade.
Private Preview Access
You get exclusive early access to new features and releases before general availability. This lets you test updates early, share feedback, and prepare your environment ahead of time.
Together, these components deliver steady, proactive support that reduces downtime, improves stability, and keeps your team ahead of issues before they disrupt your work.
Clear and Predictable Pricing
Premium Support uses a simple pricing model based on your annual contract value. The cost is 10 percent of ACV, with a €10,000 yearly minimum to ensure full access to the service. All Quarterly Technical Reviews and advisory sessions are included in this fee, so there are no add-ons or hidden costs.
A few examples make the model easy to understand:
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€80,000 ACV → €10,000 per year
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€120,000 ACV → €12,000 per year
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€500,000 ACV → €50,000 per year
The standard commitment is 12 months, but a 6-month starter option is available for new customers or for contract alignment. This gives you a predictable way to plan your budget while gaining proactive support that strengthens your environment over time.
Frequently Asked Questions
- Who is Premium Support for? Premium Support is a good fit for teams running business-critical workloads, environments with many interconnected components, and smaller teams that need senior expertise without adding headcount. It also supports partners by giving them a stronger technical backbone while keeping them fully in control of the customer relationship.
- What are Quarterly Technical Reviews? These are one-hour sessions each quarter where you choose a high-impact topic such as system health checks, performance optimization, architecture planning, or targeted training. A senior specialist reviews your environment and gives you clear, actionable steps to prevent issues before they occur.
- What is Private Preview Access? Premium Support customers get early access to new releases and features before general availability. This lets you test changes, share feedback, and prepare your systems for upcoming updates.
- Can I upgrade from Standard Support mid-contract? Yes. You can upgrade at any time. The 6-month starter option makes it easy to align the upgrade with your renewal or try Premium Support before committing to a full year.
- How quickly will I get help? Premium Support customers receive prioritized ticket handling from senior specialists familiar with their environment. Business-critical issues receive the highest priority, and you can get help through phone, email, or screenshare.
- What’s NOT included in Premium Support? Premium Support focuses on maintaining and optimizing your existing TimeXtender environment. It does not include custom feature development, full implementation projects, or support for unrelated third-party systems.
How to Get Started
Getting started is simple. Visit our Premium Support page for full details and then contact your TimeXtender partner or reach out to us directly to add Premium Support to your current plan.
