Premier Support and Power Sessions

If your UserTesting, UserZoom, and/or EnjoyHQ subscription includes Premier Support, you have priority access to our email, chat, and phone agents. With Power Sessions, you have unlimited access to our dedicated team of UX researchers for testing guidance.


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Premier Support

Premier Support is concierge-level assistance for organizations looking for assistance to enhance how they collect insights from their customers.

  Basic Support  Enhanced Support  Premier Support 

Email support (24/5)

✔️ ✔️ ✔️

Live chat support (24/5)

✔️ ✔️

Phone support (24/5)

✔️ ✔️

Priority support access


First response SLA (1 hour)


Unlimited Power Sessions


99.9% Platform uptime SLA




Expanded Support hours

  • Premier Support is available twenty-four hours a day, five days a week.
  • Get a speedy response to your technical and product inquiries.


Priority access

  • Premier Support provides a one-hour first-response SLA for all support tickets submitted by email during 24/5 coverage.
  • Premier Support customers also receive priority access to our Support team across email, live chat, and phone, and a 99.9% platform uptime guarantee.



Power Sessions

  • Power Sessions are 30-minute phone or video sessions where you can discuss and review your project with a member of our dedicated team of experienced UX researchers.
  • Power Sessions are available to customers who are subscribed to Premier Support.


How Premier Support and Power Sessions support your goals

This level of access to a UX Researcher can support testing goals in many ways:

  • Test plan reviews
  • Tips for effective analysis
  • Advanced study planning
  • Sharing impactful insights
  • Quick project road mapping

The ensuing graphic describes how Premier Support and Power Sessions can best assist you with your testing goals:



Booking a Power Session

  • To book a Power Session through Premier Support, please use the booking link provided by your CSM or Account Manager.
  • Using the Chat feature in the UserTesting Platform connects you to Power Sessions and other Premier Support value add-ons.



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