Priority Support
Business-hours support coverage and initial response target.
Priority Support costs $29/month or $290/year per organization, in USD before tax. It provides a four-business-hour initial human response target, Monday–Friday, 09:00–17:00 Europe/Amsterdam.
The response clock runs during those hours. A case received Friday at 16:00 has a target of Monday at 12:00. Resolution time depends on the issue.
Coverage
The package covers installation guidance, configuration, and diagnosis of Solarius product faults for products using Standard support. Product Premium or Enterprise support cannot overlap this package's coverage.
Custom development, hands-on migrations, third-party administration, managed SOC response, and penetration testing require a separate engagement.
Activate and use
Follow package activation. Once the package is Active, open Help → Support → New case in Console. Select the organization and product, then submit the error, time, impact, and diagnostic references.
The case must show Priority and a response target. If it shows Standard, check the selected organization and package state. If the target passes, select Escalate case in the same case to alert the duty lead during coverage hours.
Cancel
Open Organization Settings → Billing → Packages → Priority Support → Cancel renewal. Coverage continues until the confirmed end date. Open cases then continue in the Standard queue with their history available.