プレミアムサポート (PREMIUM)
専任のアカウント管理と迅速な対応による延長時間サポート
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を選ぶ理由
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.
15-Minute First Response
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).
Your Assigned Technical Account Manager (TAM)
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.
Extended 7×8 Coverage
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.
Semi-Annual Health Audit
Twice a year, system health, security posture, configuration drift, and capacity trends receive a comprehensive review; findings turn into action items.
Committed Response Times — Premium Accelerated
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.
What's Inside Premium Support — and What Isn't?
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.
Access channels
- Direct phone access to engineers (extended 7×8 hours, 12 hours annually)
- Web support portal (request, file upload, screen recording)
- Email support address
- Direct contact with your Technical Account Manager (TAM)
Availability
- Seven days a week, business hours (7×8)
- Coordination on public holidays
- Maintenance window planning with your Technical Account Manager (TAM)
Request types covered
- Production incidents (S1–S4, all priorities)
- Configuration and setup questions
- Full performance optimization advisory
- Version upgrade planning
- No item limit — no quota counted
Escalation path
- Support request → Technical Account Manager (TAM) → senior engineer → product team
- Complex requests routed directly to product engineering
- Every step kept under audit record
Proactive deliverables
- Semi-annual comprehensive health and security audit
- Semi-annual Technical Account Manager (TAM) business review
- 12 hours of annual remote assistance included
- Full optimization recommendations
NOT included in Premium
- True 7/24/365 continuous access (Elite)
- 5-minute SLA — Elite shrinks the S1 first response from 15 min to 5 min
- Quarterly health audit (Elite; Premium is semi-annual)
- 24 hours of annual remote assistance (Elite; Premium has 12)
- Overnight / weekend 24-hour emergency line (Elite)
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が必要なのは誰ですか？
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.
Customer-facing production
Revenue-tied applications — customer portals, B2B platforms, payment flows. Weekend traffic matters; overnight visibility isn't critical.
Growing businesses
Teams with growing user counts, expanding application portfolios, and increasing operational maturity — looking for a structured support relationship with a dedicated TAM.
Retail / e-commerce
Retail and e-commerce infrastructures with weekend sales — guaranteed expert access through campaign periods and extended business hours.
Upgrading from Advanced
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.
Services You Can Layer on Top of Premium
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.
Onsite Support
A certified engineer comes to your site — five packages from one-off visits to twice-monthly visits: OnSite-1, 4, 6, 12, 24.
Remote Connection Hours
Pre-purchased remote assistance blocks added on top of the 12 hours included with Premium: 1, 10, 20, 40, and 80 hour options.
Hardware Replacement (RMA)
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.
業界リーダーから信頼されています
TR7技術サポート品質に関するお客様からの実際のフィードバック
"TR7は優れた技術サポートを提供しています。彼らのチームは迅速で、プロアクティブで、常にアップデートと最適化を支援してくれます。"
"TR7の技術サポートは非常に迅速でプロアクティブです。問題が発生するたびに、彼らのチームは迅速に対応し、効果的なソリューションを提供してくれます。"
"カスタマーサポートは最高です。柔軟性とカスタマイズオプションにより、独自のニーズに合わせてセキュリティポリシーを調整できます。"
"彼らは非常に迅速に対応してくれます。非常に熟練した技術チームを持っています。私たちは4〜5年間TR7を使用していますが、問題に遭遇したことはありません。"
プレミアムレベルのサポートの準備はできていますか？
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.