Quick answer: Partners managing many client services can ask for a priority support arrangement — faster handling of their tickets and a clearer escalation path for incidents affecting client infrastructure. Availability and exact conditions are agreed individually in your partnership ticket; there is no public paid "priority tier" with fixed response times.
Overview
When one partner ticket can represent twenty client sites, treating it like a single-user question is inefficient for everyone. A priority arrangement recognizes that: your requests carry the weight of your portfolio. What it does not change is the support scope — servers remain unmanaged, so OS-level administration stays on your side.
Before you start
- An active partnership or a sizeable fleet of services under your account.
- A realistic picture of what you need: faster first response, an escalation contact, or maintenance coordination for client servers.
Step-by-step guide
- Raise the topic in your partnership ticket: describe your fleet and the support pattern you need.
- Agree what "priority" means for your case — handling order, escalation path, communication during incidents.
- Keep using the normal channels (tickets, [email protected]) — priority applies to how your tickets are processed, not where they go.
- For every incident, still include full diagnostics up front; priority does not replace good tickets.
Common issues
- Expecting managed-service work: priority support speeds up infrastructure-side help; it does not add OS administration to the scope.
- Vague incident reports slow even priority handling — send IPs, timestamps and what you already checked.
- Assuming fixed SLA minutes: response targets are part of your individual agreement, not a published constant.
When to contact support
Request the arrangement itself via your partnership ticket; afterwards, use it for genuine incidents and escalations affecting your client infrastructure.
Frequently asked questions
Is there a paid priority support tier?
There is no public fixed-price tier. Priority arrangements for partners with sizeable client fleets are agreed individually in the partnership ticket, including what priority means for your case.
Does priority support include server administration?
No — servers remain unmanaged, so OS-level administration stays on your side. Priority affects how quickly infrastructure-side requests and escalations from you are handled.
Does a priority arrangement guarantee response minutes?
Specific response targets, if any, are part of your individual agreement rather than a published constant — confirm the exact expectations in your partnership ticket.
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