Premier Support
White-glove, 24/7 support for financial institutions that demand the highest level of service, responsiveness, and expertise.
Support That Matches Your Mission
For financial institutions running mission-critical workloads on FinStack+, standard support is not enough. Premier Support delivers a dedicated engineering resource, guaranteed response times, and proactive management of your platform environment.
Every Premier engagement begins with a comprehensive onboarding period where your dedicated engineer learns your infrastructure, integration points, and business priorities. This investment upfront means faster resolutions and fewer disruptions down the line.
Support Tier Comparison
See how Premier compares to our other support tiers.
| Feature | Premier | Business | Standard |
|---|---|---|---|
| SLA | 15 minutes | 1 hour | 4 hours |
| Engineer | Dedicated | Pooled | Pooled |
| Reviews | Quarterly | Semi-Annual | Annual |
| Monitoring | Proactive 24/7 | Standard | Business Hours |
What's Included
Every Premier Support engagement includes the following capabilities.
Dedicated Support Engineer
Your institution is assigned a named support engineer who knows your environment, configuration, and historical context. This single point of contact ensures continuity and accelerates issue resolution.
Guaranteed Response Times
Premier Support comes with guaranteed response times based on severity — 15 minutes for critical issues, 1 hour for high, and 4 hours for standard.
Quarterly Business Reviews
Every quarter, your dedicated engineer presents a comprehensive review of platform health, incident trends, and optimization recommendations.
Proactive Monitoring
24/7 proactive monitoring with automated alerting and predictive analysis to identify potential issues before they impact your operations.
Escalation Management
Structured escalation paths ensure that critical issues receive immediate attention from senior engineers and product specialists when needed.
Strategic Planning
Your support team participates in capacity planning, upgrade scheduling, and technology roadmap discussions to align platform operations with business goals.
Ready for Premier Support?
Talk to our team about upgrading your support tier and giving your institution the white-glove service it deserves.