PREMIUM SUPPORT SERVICES

Fast-track your projects with premium support services

From comprehensive onboarding to expert technical support and success planning, we'll accompany you every step of the way.

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Support tailored to your needs

Our services are designed for complex, time-sensitive operations, providing the specialized expertise and rapid response times your business demands, even outside standard hours.

Resolve issues faster

Private Slack channel
Guaranteed 2-hour SLA
Extended support hours

Optimize complex projects

200 engineering hours
Multi-sensor tasking
AOI geometry optimization

Ensure long-term success

Dedicated support expert
Personalized onboarding
Regular business reviews

UP42 SERVICES

How can we best support you?

Plan comparison	Basic	Standard	Premium	Premium+
Pricing	Free (No credits purchased)	Free (Credits purchased)	Subject to a fee	Subject to a fee
Technical support hours Monday–Friday, 9 am–5 pm CET/CEST (excl. holidays)
Ordering support hours Monday–Friday, 9 am–5 pm CET/CEST (excl. holidays)				incl. Saturday–Sunday and on holidays, 8am–8pm CET/CEST
Slack access			Up to 5 users	Unlimited users
Issue escalation Priority handling
Customer success services - Assigned Customer Success Manager  - 8 annual onboarding and enablement sessions  - Customized success plan  - Regular business reviews  - Up to 200 hours of expert assistance / year
Technical support response times Business hours	Up to 8 hours	Up to 4 hours	Up to 2 hours	Up to 2 hours
Ordering support response times Business hours	Up to 3 hours	Up to 3 hours	Up to 2 hours	Up to 2 hours

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FAQs

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What are UP42’s premium support services?

Our premium support service is designed for advanced customers with large and complex operations. Even more rapid response times, dedicated staff for assistance and troubleshooting, and comprehensive onboarding, enablement, and success planning is available.

How do I activate premium support services?

Just reach out. We’d be happy to get you started.

How do premium support services differ from standard support?

Standard support operates Monday to Friday, from 9AM to 5PM CET, with a guaranteed 4-hour response time.

Premium support shortens this to 2-hour response time, and Premium+ adds additional support on weekends and holidays.

Both levels of premium support offer a dedicated Customer Success Manager, direct access to support through Slack, and dedicated onboarding and enablement.

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Still have questions?

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