Dedicated Technical Account Manager (TAM), extended 7×8 coverage, and a 15-minute SLA.
Premium Support is designed for teams running customer-facing production environments with revenue-tied applications. It provides expert access seven days a week during business hours, with a 15-minute first response and 30-minute technical engagement on S1 critical issues.
Your assigned dedicated Technical Account Manager (TAM) knows your infrastructure, runs comprehensive semi-annual health audits, delivers full optimization advisory, and escalates complex requests directly to the engineering team. 12 hours of annual remote assistance are included.
Premium Support adds a dedicated Technical Account Manager (TAM), seven-day extended coverage, shorter SLA, and full optimization advisory on top of Advanced. If mission-critical 7/24/365 availability isn't required yet, this is the right package below Elite.
On S1 critical issues, a 15-minute first response and 30-minute technical engagement — two to four times faster than Advanced (30 min) and Standard (60 min).
A dedicated Technical Account Manager (TAM) knows your system, holds semi-annual business reviews, recommends full optimization, and escalates complex requests directly to the engineering team.
Expert access seven days a week, every day during business hours. For customer-facing applications with weekend traffic where Standard and Advanced fall short, Premium steps in.
Twice a year, system health, security posture, configuration drift, and capacity trends receive a comprehensive review; findings turn into action items.
How quickly each issue type will be answered is defined. The table below contains the response times Premium commits to during extended coverage hours, along with operational quality indicators.
| Priority Level | First Response (FRT) | Technical Engagement (TRAT) |
|---|---|---|
| S1 — Critical (production down) | 15 min | 30 min |
| S2 — High priority | 30 min | 120 min |
| S3 — Medium priority | 120 min | 240 min |
| S4 — Low priority | 240 min | 480 min |
Operational quality indicators
Response times apply within extended coverage hours (seven days a week, business hours). For overnight or true 24/7 continuous access, Elite is the right package.
Which channels you reach us on, what request types are handled, how escalation flows — the operational side of the Premium contract, drawn in clear lines.
Onsite engineer visits, additional remote assistance hours, and accelerated hardware replacement (RMA) — these three are available as add-on services across every support tier.
Premium Support is designed for teams with revenue-tied customer-facing production environments that need weekend / off-hours visibility but haven't reached 24/7 needs yet.
Revenue-tied applications — customer portals, B2B platforms, payment flows. Weekend traffic matters; overnight visibility isn't critical.
Teams with growing user counts, expanding application portfolios, and increasing operational maturity — looking for a structured support relationship with a dedicated TAM.
Retail and e-commerce infrastructures with weekend sales — guaranteed expert access through campaign periods and extended business hours.
Teams where Advanced is becoming insufficient, looking for a dedicated TAM and weekend coverage, but where 24/7 / 5-minute SLA isn't a need yet.
The Premium scope may not cover every scenario. Onsite engineer, additional remote assistance hours, and accelerated hardware replacement (RMA) are optional services licensed separately to your needs.
A certified engineer comes to your site — five packages from one-off visits to twice-monthly visits: OnSite-1, 4, 6, 12, 24.
Pre-purchased remote assistance blocks added on top of the 12 hours included with Premium: 1, 10, 20, 40, and 80 hour options.
RMA speed options: standard, priority (1 week), express (next business day), critical (same-day shipping), or onsite (4-hour onsite at Tier-1 locations).
Add-on services are licensed separately. They can be layered on top of your Premium package and renew along with the contract term.
Verified enterprise reviews on G2.
"What we appreciate most about TR7's WAAP and Load Balancing solutions is the outstanding support. The team is always reachable, fast to respond, and genuinely helpful."
"TR7's support team is agile and effective. They produce sharp solutions with their capabilities — especially strong on WAAP and load balancing."
"TR7 is solid on UI, ease of use, and capabilities — and most importantly, technical support is excellent. We have no complaints."
"The most user-friendly WAAP we've used. The support team knows their job and knows what to do when you need help."
In the demo session let's walk through your current support model. Based on your business rhythm and customer visibility needs, we'll clarify the difference Premium's 15-min SLA, dedicated TAM, and weekend coverage make.