What Is Premier Support?

At a Glance

Premier Support is concierge-level assistance for organizations looking for assistance from UserTesting to enhance how they collect insights from their customers. If your subscription includes Premier Support, you have access via email, chat, and a phone line to our veteran product and technical-support teams.


On this page:

Expanded Support Hours

Priority Access

Power Sessions

What else?


Expanded Support Hours

Wherever your team is located, we're here for you. Twenty-four hours a day, five days a week the Premier Support team promises you a speedy response to your technical and product inquiries!

Have a quick question?

For UserTesting: Access our in-dashboard Chat feature by selecting the question mark icon.


For UserZoom: Find the chatbot icon on the UserZoom dashboard.

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For EnjoyHQ: Find the chatbot icon on the EnjoyHQ dashboard.

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In addition to promptly responding to your Support needs, the Chat feature connects users to Premier Support value add-ons such as Power Sessions.


Priority Access

We provide a one-hour first-response SLA for all Technical Support tickets submitted by email during this coverage window. Premier Support customers also receive priority access to our Support team across all channels.


Power Sessions

As a Premier Support subscriber, you’ll have access to an unlimited number of 30-minute Power Sessions with our dedicated research team. These sessions provide several ways to help you to better understand industry best practices and to realize your testing goals:

  • Test plan reviews
  • Tips for effective analysis
  • Advanced study planning
  • Recruitment guidance
  • Sharing impact insights
  • Quick project roadmapping


What else?

As a valued UserTesting customer, you have access to a wealth of resources. Whether you need to get a new teammate up to speed, or you're a seasoned professional looking for some tips, we can help. Check out all the content in our Knowledgebase, browse UserTesting University courses, find an event on our calendar of Live Labs, and engage with our customer CommUnity.

If you'd like to add Premier Support to your current subscription, please contact your Customer Success Manager or Support for further information. 

Learn More

Need more information? Read these related articles:

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