VIP support
A faster path to the engineer.
Priority routing, defined response targets, and direct access to your account engineer.
Paid upgrade. Free support stays included.
See exactly what VIP adds.
Included support remains available to every customer.
| VIP supportVIP support | Included support | |
|---|---|---|
| Access and routing | ||
| Support channels | Live chat, email, phone, and support meetings | Live chat, email, phone, and support meetings |
| Request routing | Priority VIP support queue | Standard support queue |
| Technical relationship | Dedicated account engineer | Level support team |
| Complex live work | Direct phone and video escalation | Phone support and scheduled support meetings |
| Defined service targets | ||
| P1 first response | 60-minute target | Standard support handling |
| P1 resolution | 4-hour target | Standard support handling |
| P2 first response | 2-hour target | Standard support handling |
| P2 resolution | 3-business-day target | Standard support handling |
| Proactive coverage | ||
| Account health | Quarterly health audit and improvement review | Help available when requested |
| Migration and cutover | Engineer coverage during planned high-risk changes | Migration help through standard support |
| Architecture and preflight reviews | Ongoing review with the dedicated account engineer | Guidance from the support team when requested |
When the issue cannot wait in line.
VIP adds a direct escalation path.
Priority ticket routing
Move urgent requests past standard triage and into the VIP support queue.
Defined response targets
Track P1 and P2 requests against published first-response and resolution targets.
Dedicated account engineer
Keep one technical point of contact for architecture questions and preflight reviews.
Phone and video support
Escalate by phone and move complex work into a live session when needed.
Quarterly health audits
Review patch coverage, alert noise, automation usage, and the next set of improvements.
Migration and cutover coverage
Keep an engineer available during planned RMM cutovers and high-risk changes.
Pricing scales with managed device count.
Up to 1,999 devices
$999 per month, with VIP routing, defined response targets, and a quarterly health audit.
2,000 to 4,999 devices
$1,599 per month, with VIP routing, defined response targets, and a quarterly health audit.
5,000 to 9,999 devices
$2,299 per month, with VIP routing, defined response targets, and a quarterly health audit.
10,000+ devices
Custom pricing based on the environment and support plan.
VIP support, clearly separated.
Does Level still include free support?
Yes. Every customer can use live chat, email, phone, and support meetings. VIP support adds priority routing, defined service targets, and proactive account coverage.
How is the VIP tier calculated?
The monthly tier is based on the number of managed endpoints. Contact us if the account is approaching a tier boundary or needs a custom plan.
Is VIP onboarding included?
VIP onboarding is a separate program. VIP support can include ongoing architecture and migration guidance after the account is running.
How do we start?
Contact the Level team with your device count and support requirements. We will confirm the tier and review the service details before activation.
Need a defined escalation path?
Tell us the device count, operating hours, and incidents the team cannot leave waiting.