# Upgrade to Premium Customer Support at GHL Customer Care > Learn how to upgrade to Premium Customer Support in GHL Customer Care. Choose a plan in Billing, activate Premium features, and manage or cancel anytime. - Source: https://docs.ghlcustomercare.com/docs/customer-support/premium-support-upgrade/upgrade-to-premium-customer-support-at-ghl-customer-care - Section: Customer Support / Premium Support Upgrade - Reading time: 5 min - Images: 6, each explained below - Modified on Mon, 24 Aug at 9:19 AM --- Get faster, priority assistance and expert guidance with GHL Customer Care’s new Premium Support feature—designed for agencies, power users, and growing businesses that need reliable, around-the-clock support. **Important:** Premium Support is available once you’ve completed **90 days** with GHL Customer Care. **Note:** Cancelling Premium Customer Support does not cancel your GHL Customer Care subscription. --- **TABLE OF CONTENTS** - [What is Premium Support?](#what-is-premium-support) - [Accept the Terms Before Subscribing](#accept-the-terms-before-subscribing) - [Key Benefits of Premium Support](#key-benefits-of-premium-support) - [How To Setup Premium Support](#how-to-setup-premium-support) - [Step 1: Go to the Billing Page](#step-1-go-to-the-billing-page) - [Step 2: Choose Your Plan](#step-2-choose-your-plan) - [Step 3: Setup Slack Channel](#step-3-setup-slack-channel) - [Step 4: Access Premium Support Features](#step-4-access-premium-support-features) - [Additional Premium Support Topics](#additional-premium-support-topics) - [Dedicated Technical Account Manager (TAM)](#dedicated-technical-account-manager-tam) - [Exclusive Slack Access](#exclusive-slack-access) - [Quarterly Business Reviews](#quarterly-business-reviews) - [Managing and Cancelling Premium Support](#managing-and-cancelling-premium-support) - [Frequently Asked Questions](#frequently-asked-questions) - [Related Articles](#related-articles) --- ## **What is Premium Support?** Premium Support is a subscription-based add-on for GHL Customer Care users that provides priority access to technical help, expert advice, and dedicated support channels. By subscribing, agencies and businesses can resolve issues faster, minimize downtime, and receive personalized assistance from GHL Customer Care’s expert team. **Note:** Learn more about [Premium Customer Support Upgrade](https://docs.ghlcustomercare.com/docs/customer-support/premium-support-upgrade/overview-of-premium-customer-support). --- ## **Accept the Terms Before Subscribing** Before you can complete a Premium Support subscription, you must accept the Premium Support terms and conditions in the checkout window. This confirmation step helps ensure the subscription is completed with clear agreement to the service terms. To complete your subscription: 1\. Go to **Settings** > **Billing**. 2\. Find **Premium Support** under **Addons**. 3\. Select **Subscribe Now**. 4\. Choose your billing plan and payment method. 5\. Select the **I agree to the premium support terms and conditions** checkbox. 6\. Click **Pay & Subscribe** to complete the purchase. **Important:** - The terms checkbox is required before the subscription can be completed. - The checkout design remains the same aside from this added confirmation step. ![Accept the Terms Before Subscribing (image 1 of 6)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155072450040/original/czu24TleATbTcS97STrfSFUscMqt6mXUWg.png) **Accept the Terms Before Subscribing (image 1 of 6)** This screenshot appears in the "Accept the Terms Before Subscribing" section of "Upgrade to Premium Customer Support at GHL Customer Care". The text alongside this image reads: The terms checkbox is required before the subscription can be completed. The checkout design remains the same aside from this added confirmation step. Immediately after, the guide continues: Premium Support offers significant advantages for users who need more than standard support, helping you keep your business running smoothly and efficiently. - What this covers: The terms checkbox is required before the subscription can be completed. The checkout design remains the same aside from this added confirmation step. - Controls: Settings, Billing, Premium Support, Addons, Subscribe Now, Pay & Subscribe - Next: Premium Support offers significant advantages for users who need more than standard support, helping you keep your business running smoothly and efficiently. Full procedure: 1. The terms checkbox is required before the subscription can be completed. 2. The checkout design remains the same aside from this added confirmation step. --- ## **Key Benefits of Premium Support** Premium Support offers significant advantages for users who need more than standard support, helping you keep your business running smoothly and efficiently. ✅ **Dedicated Technical Account Manager (TAM):** For personalized support and optimization. ✅ **Priority Ticket Handling:** Get your support requests addressed ahead of standard tickets for faster resolutions. ✅ **Dedicated Support Portal:** Submit and track tickets through a specialized portal for premium users. ✅ **Exclusive Contact Channels:** Access the Premium Support team directly via Slack for real-time communication. ✅ **24/7 Availability:** Receive help any time of day, reducing the risk of extended downtime. ✅ **Tailored Solutions:** Benefit from proactive, customized support and expert guidance for your unique business needs. ✅ **Proactive Guidance:** Get ahead of potential issues with advice and best practices from experienced support staff. --- ## **How To Setup Premium Support** Subscribing to Premium Support is simple and ensures you’re always prepared for urgent or complex support needs. ### **Step 1:** Go to the Billing Page - From your agency dashboard, click **Add-Ons** - Locate the “**Premium Support**” section under **Add-ons**. - Click on the **Subscribe Now** button. - or visit Premium Support Page ![Step 4 of 4: or visit Premium Support Page](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155066357129/original/yxkjfjTvIE-FiPW72KckmfOwgMCZEFtWVw.png) **Step 4 of 4: or visit Premium Support Page** This screenshot accompanies step 4 of 4 in the "Step 1: Go to the Billing Page" section of "Upgrade to Premium Customer Support at GHL Customer Care". At this point in the walkthrough you or visit Premium Support Page. For context, this section explains: From your agency dashboard, click Add-Ons Locate the “ Premium Support ” section under Add-ons. Click on the Subscribe Now button. or visit Premium Support Page. This part of the guide covers 1 field, listed below. - What this covers: or visit Premium Support Page - Fields: From your agency dashboard, click Add-Ons - Controls: Add-Ons, Premium Support, Add-ons, Subscribe Now Full procedure: 1. From your agency dashboard, click Add-Ons 2. Locate the “ Premium Support ” section under Add-ons. 3. Click on the Subscribe Now button. 4. or visit Premium Support Page <- this image ### **Step 2:** Choose Your Plan - Select either **Monthly ($500/month)** or **Annual billing (save $1000/year)**. ![Step 1 of 2: Select either Monthly ($500/month) or Annual billing (save $1000/year)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155047442789/original/1NpjzZAxC2LSImJlbb-h2OAguPWXueOMrg.jpeg) **Step 1 of 2: Select either Monthly ($500/month) or Annual billing (save $1000/year)** This screenshot accompanies step 1 of 2 in the "Step 2: Choose Your Plan" section of "Upgrade to Premium Customer Support at GHL Customer Care". At this point in the walkthrough you select either Monthly ($500/month) or Annual billing (save $1000/year). The next step is to input your card details and click Pay & Subscribe. - What to choose: Select either Monthly ($500/month) or Annual billing (save $1000/year). - Controls: Monthly ($500/month), Annual billing (save $1000/year), Pay & Subscribe - Next: Input your card details and click Pay & Subscribe. Full procedure: 1. Select either Monthly ($500/month) or Annual billing (save $1000/year). <- this image 2. Input your card details and click Pay & Subscribe. - Input your card details and click **Pay & Subscribe**. ![Step 2 of 2: Input your card details and click Pay & Subscribe](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155047442787/original/pnKydMpyCGQazT1jAsBFBhCnfu0av8r3rA.jpeg) **Step 2 of 2: Input your card details and click Pay & Subscribe** This screenshot accompanies step 2 of 2 in the "Step 2: Choose Your Plan" section of "Upgrade to Premium Customer Support at GHL Customer Care". At this point in the walkthrough you input your card details and click Pay & Subscribe. - What to fill in: Input your card details and click Pay & Subscribe. - Controls: Pay & Subscribe, Monthly ($500/month), Annual billing (save $1000/year) Full procedure: 1. Select either Monthly ($500/month) or Annual billing (save $1000/year). 2. Input your card details and click Pay & Subscribe. <- this image ### **Step 3:** Setup Slack Channel Once subscribed, you’ll now see a slack button in the support panel. Click on it and fill the in-app setup form. ![Step 3: Setup Slack Channel (image 5 of 6)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155052087919/original/xx-oyfZi1i-olrPFdfUpCyrmbj4JIvR16Q.png) **Step 3: Setup Slack Channel (image 5 of 6)** This screenshot appears in the "Step 3: Setup Slack Channel" section of "Upgrade to Premium Customer Support at GHL Customer Care". The text alongside this image reads: Once subscribed, you’ll now see a slack button in the support panel. Click on it and fill the in-app setup form. Immediately after, the guide continues: Choose a custom name for your dedicated Slack channel. Share your preferred time to connect and the time zone. Add general comments on what you'd like help with. - What to fill in: Once subscribed, you’ll now see a slack button in the support panel. Click on it and fill the in-app setup form. - Controls: custom name, your preferred time, comments - Next: Choose a custom name for your dedicated Slack channel. Share your preferred time to connect and the time zone. Add general comments on what you'd like help with. Full procedure: 1. Choose a custom name for your dedicated Slack channel. 2. Share your preferred time to connect and the time zone. 3. Add general comments on what you'd like help with. ![Step 3: Setup Slack Channel (image 6 of 6)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155052087997/original/r2HzZbWTMY2l24cJF-AB1ETwNsVBAgVx0g.png) **Step 3: Setup Slack Channel (image 6 of 6)** This screenshot appears in the "Step 3: Setup Slack Channel" section of "Upgrade to Premium Customer Support at GHL Customer Care". The text alongside this image reads: Once subscribed, you’ll now see a slack button in the support panel. Click on it and fill the in-app setup form. Immediately after, the guide continues: Choose a custom name for your dedicated Slack channel. Share your preferred time to connect and the time zone. Add general comments on what you'd like help with. - What to fill in: Once subscribed, you’ll now see a slack button in the support panel. Click on it and fill the in-app setup form. - Controls: custom name, your preferred time, comments - Next: Choose a custom name for your dedicated Slack channel. Share your preferred time to connect and the time zone. Add general comments on what you'd like help with. Full procedure: 1. Choose a custom name for your dedicated Slack channel. 2. Share your preferred time to connect and the time zone. 3. Add general comments on what you'd like help with. - Choose a **custom name** for your dedicated Slack channel. - Share **your preferred time** to connect and the time zone. - Add general **comments** on what you'd like help with. Your Slack channel is created automatically, instantly **bringing you together with our Technical Account Managers (TAM)** so **you can get help faster, easier, and more personally** than ever before! ### **Step 4:** Access Premium Support Features - A **dedicated Slack channel** for urgent needs. - **24/7 expert support** via private communication channels. - Your assigned **Technical Account Manager** (TAM). --- ## **Additional Premium Support Topics** Explore more about Premium Support’s unique features and management options to maximize your support experience. 1. ### **Dedicated Technical Account Manager (TAM)** Your TAM serves as a strategic partner who understands your business, tools, and goals. From optimizing GHL Customer Care usage to guiding you through scaling operations, your TAM ensures consistent success and reduced friction. - Helps with feature optimization. - Suggests performance improvements. - Assists with escalated support cases. 2. ### **Exclusive Slack Access** Direct Slack access connects you with the Premium Support team for real-time troubleshooting and advice, ensuring urgent issues are handled promptly. - Receive an invitation to join the Premium Support Slack channel after subscribing. - Chat with support experts and get immediate responses. - Share screenshots, files, or details for more efficient troubleshooting. 3. ### **Quarterly Business Reviews** Quarterly Business Reviews provide data-driven feedback and recommendations to help optimize performance and drive agency growth. These include tailored suggestions and detailed usage analysis. - Strategic insight sessions every quarter. - Review of ticket history, performance benchmarks, and growth opportunities. - Actionable plans from support specialists. --- ## **Managing and Cancelling Premium Support** You can cancel your Premium Customer Support subscription directly from **Billing settings** at any time. After cancellation, your Premium Support benefits will remain active until the end of your current billing cycle. Once the billing cycle ends, access to Premium Support benefits will be removed. > **Note:** Cancelling Premium Support does not cancel your GHL Customer Care subscription. --- ## **Frequently Asked Questions** **Q: What is the difference between Standard and Premium Support?** Standard Support offers 24/7 assistance with standard wait times, while Premium Support provides faster response times, a dedicated Technical Account Manager, a private Slack channel for real-time communication, and proactive Quarterly Business Reviews. **Q: How do I access my Technical Account Manager (TAM)?** Customers with Premium Support are assigned a dedicated TAM who can be contacted directly through the provided communication channels and who offers tailored guidance based on your support history. **Q: Can I invite my entire team to the Slack channel?** Yes, you can invite your team to the dedicated Slack channel to ensure seamless collaboration and visibility across your organization. **Q: How do I submit a ticket in Slack?** Support tickets can be submitted directly within the dedicated Slack channel, where they are routed to your TAM for immediate attention and resolution. **Q: What benefits can I expect from Quarterly Business Reviews?** QBRs provide a structured review of past issues, analyze trends, and offer proactive recommendations to improve support efficiency and align with your business goals. **Q: How do I access the Premium Support Slack channel?** After subscribing, you’ll receive instructions and an invitation to join the exclusive Slack channel for real-time support. **Q: Can I cancel Premium Support at any time?** Yes, you can manage or cancel your subscription directly from your billing settings. **Q: Are there any additional costs for Premium Support?** Premium Support is an optional add-on with its own subscription fee, separate from your main GHL Customer Care plan. **Q. Can I cancel Premium Support from GHL Customer Care?** Yes. You can cancel Premium Support directly from your Billing settings at any time. Your Premium Support benefits will remain available until the end of your current billing cycle. I would also remove any sentence that says in-app cancellation is planned for a future update, because that directly conflicts with the current cancellation flow. **Note:** Cancelling Premium Customer Support does not cancel your GHL Customer Care subscription. **Q: What happens if I downgrade or cancel my Premium Support subscription?** You’ll lose access to priority support features at the end of your current billing cycle. --- ## **Related Articles** - [24/7 Customer Support Options](https://docs.ghlcustomercare.com/docs/customer-support/general-support-info/24-7-customer-support-options) - [Common Billing Related Questions for Agencies](https://docs.ghlcustomercare.com/docs/settings/agency-settings-2/billing-related-questions-for-agencies) - [Agency Dashboard for Rebilling](https://docs.ghlcustomercare.com/docs/agency-view/agency-dashboard/agency-dashboard-for-rebilling) - [Agency | Managing user roles & permissions](https://docs.ghlcustomercare.com/docs/settings/user-settings/how-to-manage-agency-user-roles-and-permissions-in-ghl-customer-care) --- Documentation for GHL Customer Care. Support: support@ghlcustomercare.com