Front-of-queue routing
Your tickets are escalated ahead of the standard queue automatically, without you having to ask or explain.
Priority support
Front of the queue, every time you ask
Escalated routing for accounts that cannot wait their turn. Your tickets land at the front of the queue and are answered faster, every time — not only when something is on fire.
Everyone gets support. This changes where you sit in the line.
Support is included with every plan and we answer everybody. What this add-on changes is ordering and target response time: your tickets are routed to the front of the queue rather than handled in the order they arrive.
It is worth it when the cost of waiting is higher than the fee — a shop in its trading season, an agency answering to its own clients, a site where an hour of uncertainty costs more than a month of this.
What you get
A monthly subscription on the account, applying to every ticket you raise.
Faster response targets
A shorter target time to a first human reply — the number that actually matters when you are blocked.
Applies to everything you raise
Not reserved for outages. A question about billing or a configuration query is routed the same way.
Cancel when the season ends
A monthly subscription with no term, so you can carry it through a busy period and drop it afterwards.
How it works
There is nothing to configure.
Add it to your account
Buy it once and it applies to the account, not to a single site or a single ticket.
Raise tickets as normal
Use the same dashboard and the same inbox. The routing happens behind the scenes.
Stop whenever you like
It bills monthly and can be cancelled, so it can follow your trading calendar rather than the other way round.
Pricing
A flat monthly fee on the account, covering every ticket you raise while it is active.
Priority Support
$29.00/month
Per account, not per site or per ticket. Support itself is included on every plan — this changes your position in the queue and the response target, not whether you are answered.
Who this is actually for
If you run one site and a slow reply costs you an afternoon of mild annoyance, standard support is the right choice and we would rather you kept the money.
If you resell, or you trade online, or somebody else is waiting on your answer, the calculation is different: the fee is small against one hour of a checkout being down, and the difference is felt on the days it matters.
Is standard support slow?
No — every customer is answered, and most never need more than that. This is about ordering: when several tickets arrive at once, yours is handled first.
Does this cover emergencies outside my normal hours?
That is a separate thing. This changes queue position and response targets on your ordinary tickets; emergency cover for an out-of-hours incident is bought on its own when you need it.
Is it per site or per account?
Per account. However many sites you run with us, every ticket you raise is routed the same way while the subscription is active.
Can I add it just for a busy period?
Yes — it bills monthly with no minimum term, which is exactly how most customers use it: on for a trading season or a migration, off again afterwards.
Add priority support
Turn it on from your dashboard, or ask us and we will apply it to your account. It takes effect on the next ticket you raise.
Get started