Modern data environments are complex.
Data workflows, storage layers, gateways, networks, resource limits, permissions, custom scripts, and external services are all interconnected. A change or slowdown in any of these areas can affect upstream or downstream processes. Even brief disruptions can stop teams from getting the data they need.
We saw a clear trend. The customers who checked in with our senior specialists on a steady rhythm and asked for early guidance stayed ahead of problems. Small issues were spotted early, adjustments were made fast, and their environments stayed stable without surprises.
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.
Premium Support brings together these key components designed to keep your environment stable, optimized, and supported by real expertise:
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.
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.
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.
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.
Premium Support covers all product versions, giving you flexibility in your deployment timeline and ensuring continuity no matter when you choose to upgrade.
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.
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:
€100,000 ACV → €10,000 per year
€120,000 ACV → €12,000 per year
€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.
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.