All Gearset customers get our world-class, standard support included with their license at no extra cost. Premium support is a paid add-on tier for larger teams that need enhanced coverage out-of-hours, and cross-team visibility for ongoing issues.
All customer teams will continue to get the level of support (i.e. in-app chat for 18 hours each weekday) included in their licence cost - as is today. No change if a customer doesn’t want change.
What's included in premium support?
The new tier will include all the following new capabilities:
24/7 escalation on major business outages
Tickets for team-wide collaboration
Pre-scheduled deployment support
Boosted targeted first response times
Support utilization reports
Comparing standard vs. premium support
Standard support | Premium support |
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Premium support is available to new and existing customers. List price 25% of total contract value, with a minimum monthly spend. Please speak to us via the in-app chat to discuss enabling it for your team.
Details of the features are listed below:
24/7 escalation on major business outages
Customers can raise chats and communicate on P1, critical, emergency issues 24/7/365 with qualified customer support engineers. This gives customers reassurance that they will be supported when critical issues occur outside of support hours (e.g. if the login is not functioning, app being down, core features not working), and don’t have to wait until the next support hour to let Gearset know and start to triage.
Tickets for team-wide collaboration
The ticket portal is the team-wide collaboration feature included in premium support. It solves a specific problem: without it, only the person who raised a support chat can see it, so teammates lose visibility of issues, duplicate the same request, or lose context when a colleague is out of office.
Further details
Further details
Anyone on your team can raise a ticket with Gearset support
All teammates on the same Gearset team can view, join, and participate in any ticket, not just their own
Every ticket shows a live status (for example, in progress, waiting on customer, or resolved)
A dedicated ticket portal lists all ongoing and resolved tickets for your team
How to access tickets
Open the in-app chat widget in Gearset, or the chat widget on docs.gearset.com.
Start a new conversation with support. With premium support enabled for your team, this is automatically created as a ticket.
To see tickets raised by teammates, open the `Tickets` space in the chat widget. This lists every ticket associated with your company.
Select a ticket to view the full conversation, then use `Join conversation` to add yourself and start contributing.
The `Tickets` space in the chat widget only appears once your company has at least one ticket that's active or resolved. If a premium support teammate can't see it yet, that's expected until the first ticket is raised.
Getting the most value from tickets
Check the ticket portal before raising a new conversation. This avoids duplicate tickets on an issue a teammate already reported.
Join existing tickets rather than starting a new conversation on the same topic, so you and support have full context in one place.
Use tickets to hand over context when a teammate is out of office or across time zones.
Review your quarterly support utilization report with your Customer Success Manager to see trends across your team's support interactions.
Pre-scheduled deployment support
Customers can pre-arrange fixed hours customer support coverage for time-specific deployment windows. Given 14 days notice period, schedule customer support availability for up to 4 hour windows, up to 4 times each calendar year.
If you have a planned deployment outside normal support hours, premium support lets you book a support engineer to be available for it.
Further details
Further details
How the booking works:
At least 14 days before your deployment window, submit your request via in-app chat support.
Gearset confirms which support engineer will cover the window at least 7 days before it starts.
3 days before the window, you and the support engineer have a short call to agree on the objectives, and confirm the exact start and end time.
At the start time, the support engineer confirms with you that coverage has begun, either in the in-app chat or on a call, then responds to issues you raise during the window.
Shortly before the end time, you and the support engineer confirm the window is closing. If the deployment isn't finished, you'll agree on the next steps together, whether that's continuing into normal support hours or escalating further.
This is intended for planned deployments, particularly when you're trying a new workflow or deploying for the first time, rather than as standing cover for every release. As such, we offer 4 out-of-hours deployment each year.
If you find you need it more than 4 times a year, please start a conversation with your Customer Success Manager.
Boosted targeted first response times
While our median response time is under 5 min, our standard Master Service Agreement has a commitment of first response times of 1 working day. Customers on this tier will have commitments to enhanced targeted first response times.
Further details
Further details
Issue definition
Premium support classifies issues into two priority levels:
Priority level | What it covers | Target first response | Coverage |
P1 – major business outage | A critical issue where the application is unavailable for a majority of a users, or a core feature is not materially performing as described in accordance with the documentation specifically affecting a production org.
For example:
| 15 minutes | 24/7/365, raising a major business outage will ring our on-call team's mobile devices |
P2 – standard issue | Any question, topic or support request that is not a major business outage. For example:
| 4 hours | Support hours |
Premium support users can create a ticket for a P1 issue by opening up an in-app chat and reporting a major business outage. This immediately alerts our on-call team via mobile devices to ensure an immediate response.