How to Upgrade to Premium Customer Support

Modified on: Thu, 29 May, 2025 at 11:00 AM

Get faster, priority assistance and expert guidance with HighLevel’s new Premium Support feature—designed for agencies, power users, and growing businesses that need reliable, around-the-clock support.

Important: Premium Support is available once you’ve completed 90 days with HighLevel.

TABLE OF CONTENTS

What is Premium Support?
Key Benefits of Premium Support
How To Setup Premium Support
Additional Premium Support Topics
Managing and Cancelling Premium Support
Frequently Asked Questions
Related Articles

What is Premium Support?

Premium Support is a subscription-based add-on for HighLevel users that provides priority access to technical help, expert advice, and dedicated support channels. By subscribing, agencies and businesses can resolve issues faster, minimize downtime, and receive personalized assistance from HighLevel’s expert team.

Note: Learn more about Premium Customer Support Upgrade.

Key Benefits of Premium Support

Premium Support offers significant advantages for users who need more than standard support, helping you keep your business running smoothly and efficiently.

✅ Dedicated Technical Account Manager (TAM): For personalized support and optimization.

✅ Priority Ticket Handling: Get your support requests addressed ahead of standard tickets for faster resolutions.

✅ Dedicated Support Portal: Submit and track tickets through a specialized portal for premium users.

✅ Exclusive Contact Channels: Access the Premium Support team directly via Slack for real-time communication.

✅ 24/7 Availability: Receive help any time of day, reducing the risk of extended downtime.

✅ Tailored Solutions: Benefit from proactive, customized support and expert guidance for your unique business needs.

✅ Proactive Guidance: Get ahead of potential issues with advice and best practices from experienced support staff.

✅ Opportunities for Affiliates: Earn commissions by referring others to Premium Support with unique link.

How To Setup Premium Support

Subscribing to Premium Support is simple and ensures you’re always prepared for urgent or complex support needs.

Step 1: Go to the Billing Page

From your agency dashboard, click Settings > Billing in the left-hand menu.
Locate the “Premium Support” section under Add-ons.
Click on the Subscribe Now button.
or visit Premium Support Page

Step 2: Choose Your Plan

Select either Monthly ($500/month) or Annual billing (save $1000/year).
Input your card details and click Pay & Subscribe.

Step 3: Access Premium Support Features

A dedicated Slack channel for urgent needs.
24/7 expert support via private communication channels.
Your assigned Technical Account Manager (TAM).

Additional Premium Support Topics

Explore more about Premium Support’s unique features and management options to maximize your support experience.

Dedicated Technical Account Manager (TAM)

Your TAM serves as a strategic partner who understands your business, tools, and goals. From optimizing HighLevel usage to guiding you through scaling operations, your TAM ensures consistent success and reduced friction.
- Helps with feature optimization.
- Suggests performance improvements.
- Assists with escalated support cases.
Exclusive Slack Access

Direct Slack access connects you with the Premium Support team for real-time troubleshooting and advice, ensuring urgent issues are handled promptly.
- Receive an invitation to join the Premium Support Slack channel after subscribing.
- Chat with support experts and get immediate responses.
- Share screenshots, files, or details for more efficient troubleshooting.
Quarterly Business Reviews

Quarterly Business Reviews provide data-driven feedback and recommendations to help optimize performance and drive agency growth. These include tailored suggestions and detailed usage analysis.
- Strategic insight sessions every quarter.
- Review of ticket history, performance benchmarks, and growth opportunities.
- Actionable plans from support specialists.

Managing and Cancelling Premium Support

Premium Support is flexible and can be managed directly from your billing settings, allowing you to upgrade, downgrade, or cancel as your needs change.

Access your subscription details from the Billing page.
Cancel your Premium Support plan in-app at any time.
Look out for upcoming enhancements, such as integrated Slack support from your dashboard.

Frequently Asked Questions

Q: What is the difference between Standard and Premium Support?
Standard Support offers 24/7 assistance with standard wait times, while Premium Support provides faster response times, a dedicated Technical Account Manager, a private Slack channel for real-time communication, and proactive Quarterly Business Reviews.

Q: How do I access my Technical Account Manager (TAM)?
Customers with Premium Support are assigned a dedicated TAM who can be contacted directly through the provided communication channels and who offers tailored guidance based on your support history.

Q: Can I invite my entire team to the Slack channel?
Yes, you can invite your team to the dedicated Slack channel to ensure seamless collaboration and visibility across your organization.

Q: How do I submit a ticket in Slack?
Support tickets can be submitted directly within the dedicated Slack channel, where they are routed to your TAM for immediate attention and resolution.

Q: What benefits can I expect from Quarterly Business Reviews?
QBRs provide a structured review of past issues, analyze trends, and offer proactive recommendations to improve support efficiency and align with your business goals.

Q: How do I access the Premium Support Slack channel?

After subscribing, you’ll receive instructions and an invitation to join the exclusive Slack channel for real-time support.

Q: Can I cancel Premium Support at any time?

Yes, you can manage or cancel your subscription directly from your billing settings.

Q: Are there any additional costs for Premium Support?

Premium Support is an optional add-on with its own subscription fee, separate from your main HighLevel plan.

Q: Will future updates enhance Premium Support?

Yes, upcoming enhancements include in-app cancellation and Slack support directly from the dashboard.

Q: What happens if I downgrade or cancel my Premium Support subscription?

You’ll lose access to priority support features at the end of your current billing cycle.