Front of the queue
Your tickets are pulled ahead of the standard queue automatically — you do not have to ask for it, explain yourself, or write URGENT in the subject line.
Priority support
Straight to the front — and a pair of hands, not just an answer
Your tickets jump the queue and are dealt with first. And it goes further than answering: small code changes and fixes are included, and where a problem is bigger than that we diagnose it and tell you exactly what needs doing.
- No hosting plan neededA free account is all it takes
- Works wherever you hostWith us, another provider or your own servers
- One account, one invoiceAdd hosting or other products whenever you like
What it adds to the support you already have
Support is included with every plan: the desk is open 24 hours a day, a person answers, you can write in any of our 58 languages and we reply in yours, and nothing is metered per incident. Priority support does not replace any of that — it is built on top of it.
What it adds is two things. Your ticket is pulled to the front of the queue and dealt with first, and the person who picks it up can go in and make small code changes and fixes — which ordinary support does not do, because ordinary support answers questions rather than editing your site.
What you get
A monthly subscription on the account, applying to every ticket you raise.
Small fixes actually done
Small code changes and fixes are included: a broken template tag, a redirect that is not firing, a snippet in the wrong place, a rule overriding the wrong thing. Ordinary support tells you what is wrong. This fixes it.
A diagnosis for the bigger ones
When something is too big to fix inside a ticket, we still find out what is actually wrong and write it down — what is broken, why, and what needs doing — so you or your developer start from a brief instead of a symptom.
Every ticket, not just the bad days
It applies to everything you raise, a billing question included, and it is a monthly subscription with no term — so it can follow a busy season rather than the other way round.
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
The same dashboard and the same inbox. The queue jump happens behind the scenes, on everything you send.
Ask for the fix, not just the answer
Say what you want done rather than only what is wrong. If it is small we do it; if it is not, you get the diagnosis and the list of what needs doing.
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 at no charge — this adds the queue jump and the hands-on fixes on top of it.
Who gets the most out of it
It earns its keep wherever somebody else is waiting on your answer — an agency answering to its own clients, a shop in its trading season, a network where one small breakage is the same small breakage on forty sites.
And it earns it wherever there is nobody to hand the fix to. If you have no developer on call, the difference between being told what is wrong and having it put right is the whole afternoon.
Questions people ask before they buy
What is in normal support, then?
Everything you would expect of support, free, on every plan: the desk is open 24 hours a day, a person answers, you can write in any of our 58 languages and we reply in yours, and nothing is counted or capped per incident. Priority takes nothing away from that — it adds the queue jump and the small fixes on top.
What counts as a small code change?
Things that are a few minutes' work for somebody who knows the platform: a broken template tag, a redirect that is not firing, a snippet in the wrong place, a setting that has to be changed in code, a style rule overriding the wrong element. If it is bigger than that we say so before spending your time on it.
And if it is bigger than that?
You get the diagnosis anyway, which is the part that usually costs the most to buy elsewhere. We find out what is actually wrong and write down what is broken, why, and what needs doing — so whoever does the work starts with a brief rather than a guess.
Is this development work?
No, and we would rather be exact than vague about it: small changes and fixes, not new features, a redesign or a build. Anything of that size is quoted as development work, which we also do — priority support is the thing that keeps the small stuff from becoming a project.
Is it per site or per account?
Per account. However many sites you run with us, every ticket you raise is pulled to the front of the queue while the subscription is active, and the small fixes apply to any of them.
How is this different from emergency support?
Priority is standing: it shortens everything you send and includes the small fixes. Emergency is a one-off for a site that is down right now, with an engineer on it within four hours. If you expect to need help more than occasionally, priority is much cheaper per incident; if a site goes down once a year, it is not.
Can I cancel it?
From your dashboard, at any time, and it stops at the end of the period you have paid for. There is no minimum term and nothing to phone anybody about.
Do I need to host my website with Zinn Digital® to use this?
No. A free Zinn Digital® account is all you need, and it works whether your sites are hosted with us, with another provider or on your own servers. If you do host with us as well, it sits in the same dashboard and on the same invoice.
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