For small and growing businesses
Why Enterprise Premium Support?
Organizations are faced with new challenges including expanded attack surfaces and increasingly complex security threats. Enterprise Premium Support from Bitdefender provides access to security experts that will help you maximize your investment in Bitdefender’s security solutions and free up your IT resources for other critical functions.
Quick Response
Dedicated priority support line tasked with taking ownership of your issue and achieving the best possible resolution.
Proven ROI
Minimal resources required for maximized infrastructure performance and security solution administration.
Bitdefender Expertise
Access to Bitdefender’s team of security professionals with unparalleled experience and expertise.
Support Packages
Choose Your Support Level
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Business Support
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Enterprise Support
For larger organizations with greater support needs
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Enterprise Plus Support
For large organizations with complex environments
Available to all Bitdefender customers with an activated GravityZone license key and who purchased a support subscription and want additional support beyond the standard. Business Support provides everything included in Standard Support, plus: a dedicated phone line, remote help assistance and better response SLAs.
Available to all Bitdefender customers with an activated, valid GravityZone license key and Enterprise Support subscription who need fast response time and prioritization. Enterprise Support provides everything included in Business Support, plus: dedicated services (case escalation, routine health checks or remote training sessions) and exceptional response SLAs.
The highest level of support provided by Bitdefender, Enterprise Plus Support includes a named Technical Account Manager (TAM) to work closely with you as an extension of your team. This support level is ideal for organizations with unique or complex support requirements.
TAM Benefits
Technical Account Manager (TAM), A Single Point of Contact
Quarterly Alignment Call
Provides analysis for the customer’s support interactions and trends. The TAM conducts remote quarterly support technical reviews, which include a detailed analysis of customer technical support-related activities.
Direct Support
The dedicated TAM helps identify and mitigate technical issues for customers quickly and efficiently. TAMs monitor support cases and assume direct responsibility for escalated issues, ensuring quick and secure resolution.
Prioritized Feature Requests Process
The TAM is the advocate for prioritization of customers’ feature requests into release cycles, providing insights on the entire timetable of the feature request. The TAM is the liaison between Bitdefender’s product management team and the customer.
On-Demand On-Site Visit
The dedicated TAM schedules on-site meetings at an agreed-upon date, during standard local business hours (09:00 – 18:00, Mon - Fri) at the direct request of the customer.
"Bitdefender offers top services. Quick response, good quality service and support at all times."
Michael M. Kristensen
Clipper
"We were very pleased to find Bitdefender GravityZone would deliver the security solution we needed with the management capabilities we desired. Additionally, the responsiveness of their professional services team ensured a seamless deployment"
Brian Alexander
Senior Cloud and Virtualization Architect for Mentor Graphics
"Bitdefender gave us very professional service and support"
Niklas Nikitin
Karlstad University’s IT Security Coordinator
FAQ
What is the difference between Standard Support and Premium Support?
Standard Support offers basic, free technical support assistance and is available for all Bitdefender Business customers with an activated and in-good-standing product license key.
Premium Support requires a dedicated support subscription and includes all Standard Support benefits plus added value benefits, as per chosen Premium Support package.
What are the key extra benefits that Premium Support provides?
Premium Support delivers high levels of responsiveness and business support, balancing security and business requirements:
- Solutions customized to meet your business goals
- Direct access to experienced subject matter experts
- Accelerated response times
What Bitdefender products are covered by Premium Support?
Premium Support is available for all Bitdefender GravityZone products.
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