Premium Support

Premium Support provides priority assistance for your PayMongo account. Get faster response times, dedicated support channels, and personalized help for your business.

What is Premium Support?

Premium Support is an elevated support tier offering:

Feature	Description
Priority queue	Faster response times
Dedicated channels	Direct access to support
Extended hours	Support beyond regular hours
Account manager	Dedicated point of contact
Proactive monitoring	We watch for issues

Support Features

Priority Response

Premium accounts receive faster responses:

Channel	Standard	Premium
Email	24-48 hours	2-4 hours
Chat	Next available	Priority queue
Phone	N/A	Available

Dedicated Channels

Access exclusive support channels:

Direct email - Dedicated support email
Priority chat - Skip the queue
Phone support - Call directly
Video calls - Screen sharing assistance

Account Management

Get personalized attention:

Service	Description
Onboarding	Guided setup assistance
Integration help	Technical implementation support
Business reviews	Regular performance discussions
Feature previews	Early access to new features

Contacting Premium Support

From Dashboard

Click Premium Support in the sidebar
Choose your contact method
Describe your issue
Submit your request

Contact Methods

Method	Best For
Chat	Quick questions
Email	Detailed issues
Phone	Urgent matters
Video call	Complex problems

Support Coverage

Included Support

Account and billing questions
Technical integration help
Transaction issues
Payout inquiries
Feature guidance
Best practices advice

Scope

Included	Not Included
PayMongo platform support	Custom development
Integration guidance	Building your application
Issue resolution	Training your team
Configuration help	Third-party integrations

Support Hours

Tier	Hours
Standard	Mon-Fri, 9AM-6PM
Premium	Mon-Sat, 8AM-10PM
Emergency	24/7 for critical issues

Emergency Support

For critical issues affecting your business:

What's Critical?

All payments failing
Security incidents
Major platform outages
Data concerns

Emergency Process

Mark request as URGENT
Use emergency contact
Include business impact
Await immediate response

Getting Premium Support

Eligibility

Premium Support may be available based on:

Account volume
Business plan
Add-on subscription

How to Upgrade

Contact your account manager
Review Premium Support options
Select appropriate tier
Activate Premium Support

Support Resources

Self-Service

Access these resources anytime:

Resource	Description
Help Center	Articles and guides
API Documentation	Technical reference
Status Page	Platform status
Community	Forums and discussions

Knowledge Base

Premium members get access to:

Advanced guides
Best practices documentation
Integration examples
Video tutorials

Best Practices

Practice	Recommendation
Be specific	Include details in requests
Provide examples	Share transaction IDs, screenshots
State impact	Explain business effect
Use right channel	Match urgency to method
Follow up	Respond to support requests

Feel free to reach out to your Premium Support team for any assistance!