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Premium Support services

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Docebo module
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  • Administrators

Introduction

This article explains the four Premium Support tiers offered by Docebo: Essential, Advantage, Premier, and Elite. It outlines the key benefits, Service Level Agreements (SLAs), supported users, certification credits, professional service hours, and ticket review cadences for each tier. 

Learn how each tier provides increasing levels of technical support, strategic guidance, and priority services to help you optimize your Docebo platform experience.

Overview of Premium Support tiers

Here follows the four tiers of Premium Support offered by Docebo.

Essential

Essential Support provides a strong baseline of support services to help you confidently manage your platform. It includes around-the-clock access and tools for self-guided learning and growth.

Additional benefits include: 

  • 24/7 phone support
  • Improved first and follow-up response targets
  • Certification credits
  • Access to the full range of self-guided tools and resources 

Advantage

Advantage Support expands on the Essential offering, with enhanced support performance and added services to help optimize platform use and support operations.

Additional benefits include:

  • Faster first and follow-up response targets
  • Certification credits
  • Quarterly ticket and utilization reviews
  • 10 professional service hours 

Premier

Premier Support is tailored for organizations that need more strategic technical support and ongoing alignment with business needs. A named advisor and priority handling help ensure faster resolution and a more seamless support experience.

Additional benefits include:

  • A named Technical Support Advisor
  • Priority placement in the phone queue
  • Urgent support coverage
  • 1 Key Event Credit for additional monitoring
  • 15 professional service hours
  • Training discounts
  • Regular operational alignment reviews 

Elite

Elite Support delivers a VIP-level experience designed for organizations that require the highest level of service. As an Elite customer, you are assigned a dedicated Senior Technical Support Advisor who serves as an extension of your Docebo account team.

Additional benefits include:

  • Priority access via a dedicated phone line, allowing you to bypass the queue and connect directly with your advisor (subject to availability)
  • A sandbox environment for testing and validation
  • The fastest SLAs for both initial and follow-up responses
  • 15 professional service hours and 2 Key Event Credits for proactive monitoring
  • Defined target resolution times to ensure timely issue management

Additional benefits

Target response times

Both Standard and Premium Support plans include SLAs that define response time targets for initial replies. SLA times vary based on the support level and ticket priority, as outlined in the following tables.

First response SLA Standard Essential Advantage Premier Elite
Severity level 1 (Urgent)  2 hours 90 minutes 1 hour 30 minutes 15 minutes
Severity level 2 (High) 6 hours 4 hours 2 hours 1 hour 30 minutes
Severity level 3 (Normal) 12 hours 6 hours 4 hours 2 hours 1 hour
Severity level 4 (Low) 16 hours 1 business day 1 business day 12 business hours Within 12 business hours
Follow-up response SLA Standard Essential Advantage Premier Elite
Severity level 1 (Urgent) Not available 12 hours 6 hours 4 hours 2 hours
Severity level 2 (High) Not available 16 hours 12 hours 10 hours 8 hours
Severity level 3 (Normal) Not available 16 hours 12 hours 10 hours 8 hours
Severity level 4 (Low) Not available As soon as feasible As soon as feasible 10 hours 10 hours

Supported users

Any Superadmin can open a support case, but only Supported users have full visibility into all support tickets submitted within the platform. The number of Supported users varies by support plan, as shown in the following table.

Standard Essential Advantage Premier Elite
2 4 6 8 12

Docebo Pro Certifications

With Premium Support, Superadmins receive credits that can be applied to their Docebo University account to pursue the Docebo Learn Administrator Certification, also known as the Docebo Pro Certification, as outlined in the following table:

Standard Essential Advantage Premier Elite
0 2 4 5 10

By becoming a certified Docebo Learn administrator, you will:

  • Earn official accreditation in managing the Docebo Learn platform
  • Be recognized within your organization as a platform expert
  • Demonstrate your expertise to clients and colleagues
  • Deepen your understanding of platform architecture and operational workflows
  • Build the confidence to lead and implement ambitious platform initiatives 

Docebo Professional Service hours

Advantage, Premier, and Elite clients receive Professional Service hours to support workflow optimization, new implementations, and platform configuration tailored to their specific needs.

Standard Essential Advantage Premier Elite
0 0 10 15 15

Docebo active ticket reviews and utilization metrics

Advantage, Premier, and Elite clients have access to a Premium Advisor to discuss open tickets, best practices, and utilization metrics.

Advantage clients receive a quarterly recap, Premier clients participate in a monthly ticket review call with their assigned advisor, and Elite clients benefit from a weekly cadence call with their dedicated Senior Advisor. 

These meetings provide an opportunity to review open cases, address questions, discuss upcoming plans, and more. 

Want to unlock the full potential of Premium Support?

Contact your Docebo representative or reach out to Docebo using your platform's Help center to discover how our Premium Support services can elevate your experience and drive success.

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