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
- 2 Docebo University Learning Credits (DULCs)
- 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
- 4 Docebo University Learning Credits (DULCs)
- 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
- 5 Docebo University Learning Credits (DULCs)
- 15 professional service hours
- 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
- 10 Docebo University Learning Credits (DULCs)
- 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 University Learning Credits (DULCs)
With Premium Support, Superadmins receive credits that can be applied to their Docebo University (opens in a new tab) account to be redeemed towards our Premium Instructor-led Training (ILT) offerings or the Docebo Pro Certification, as outlined in the following table:
| Standard | Essential | Advantage | Premier | Elite |
|---|---|---|---|---|
| 0 | 2 | 4 | 5 | 10 |
Docebo offers a library of ILTs available to choose when redeeming your DULCs.
Hands-on learning experiences, such as those in our flagship Fundamentals of System Administration ILT course (opens in a new tab), upskill Docebo administrators to:
- Build a strong foundation in administering the Docebo Learn platform
- Gain hands-on experience managing users, content, distribution, reporting, integrations, and configuration
- Learn to apply core system administration skills through guided exercises in your own dedicated training environment
- Strengthen your ability to support business needs and drive outcomes through platform customization, cohesive design, and governance that enables personalized learning experiences
- Build the confidence to manage your platform more effectively and create greater impact for your organization
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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