Enterprise Premium Support

Enterprise Premium Support

Bitdefender offers premium support services to help you with deployment and ongoing use of the GravityZone platform to ensure maximum protection of your organization and success in stopping breaches.

Why Enterprise Premium Support?

Organizations are faced with new challenges including expanded attack surfaces and increasingly complex security threats. Enterprise Premium Support from Bitdefender provides access to security experts that will help you maximize your investment in Bitdefender’s security solutions and free up your IT resources for other critical functions.

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Quick Response

Dedicated priority support line tasked with taking ownership of your issue and achieving the best possible resolution. 

 

Proven ROI

Minimal resources required for maximized infrastructure performance and security solution administration.

Bitdefender Expertise

Access to Bitdefender’s team of security professionals with unparalleled experience and expertise.

 

Support Packages

Choose Your Support Level

Pattern

Available to all Bitdefender customers with an activated GravityZone license key and who purchased a support subscription and want additional support beyond the standard. Business Support provides everything included in Standard Support, plus: a dedicated phone line, remote help assistance and better response SLAs. 

Pattern

Available to all Bitdefender customers with an activated, valid GravityZone license key and Enterprise Support subscription who need fast response time and prioritization. Enterprise Support provides everything included in Business Support, plus: dedicated services (case escalation, routine health checks or remote training sessions) and exceptional response SLAs. 

Pattern

The highest level of support provided by Bitdefender, Enterprise Plus Support includes a named Technical Account Manager (TAM) to work closely with you as an extension of your team. This support level is ideal for organizations with unique or complex support requirements.

Choose the Premium Support Package that best fits your business requirements

Standard Support Package

Responsiveness & Prioritized case handling

Maintenance sessions

Case Escalation Management

Routine product health checks

Education Services

Technical Account Management

On-site visits

Enterprise Plus

Enterprise

Business

TAM Benefits

Technical Account Manager (TAM), A Single Point of Contact 

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Quarterly Alignment Call

Provides analysis for the customer’s support interactions and trends. The TAM conducts remote quarterly support technical reviews, which include a detailed analysis of customer technical support-related activities. 

Direct Support

The dedicated TAM helps identify and mitigate technical issues for customers quickly and efficiently. TAMs monitor support cases and assume direct responsibility for escalated issues, ensuring quick and secure resolution.

Prioritized Feature Requests Process

The TAM is the advocate for prioritization of customers’ feature requests into release cycles, providing insights on the entire timetable of the feature request. The TAM is the liaison between Bitdefender’s product management team and the customer. 

On-Demand On-Site Visit

The dedicated TAM schedules on-site meetings at an agreed-upon date, during standard local business hours (09:00 – 18:00, Mon - Fri) at the direct request of the customer. 

Industry Recognition

Bitdefender is recognized as a cybersecurity leader by independent testing organizations, industry analyst firms and media outlets.

quality service and suppor

"Bitdefender offers top services. Quick response, good quality service and support at all times."

Michael M. Kristensen

Clipper
quality service and suppor

"We were very pleased to find Bitdefender GravityZone would deliver the security solution we needed with the management capabilities we desired. Additionally, the responsiveness of their professional services team ensured a seamless deployment"

Brian Alexander

Senior Cloud and Virtualization Architect for Mentor Graphics
quality service and suppor

"Bitdefender gave us very professional service and support"

Niklas Nikitin

Karlstad University’s IT Security Coordinator

What is the difference between Standard Support and Premium Support?

Standard Support offers basic, free technical support assistance and is available for all Bitdefender Business customers with an activated and in-good-standing product license key. 
Premium Support requires a dedicated support subscription and includes all Standard Support benefits plus added value benefits, as per chosen Premium Support package.

What are the key extra benefits that Premium Support provides?

Premium Support delivers high levels of responsiveness and business support, balancing security and business requirements: 
- Solutions customized to meet your business goals 
- Direct access to experienced subject matter experts 
- Accelerated response times 

What Bitdefender products are covered by Premium Support?

Premium Support is available for all Bitdefender GravityZone products.