HighLevel Rolls Out Premium Support Services for Agencies

TL;DR

HighLevel launched Premium Support Services. Agencies can upgrade now to access dedicated support resources.

Who this affects

HighLevel has not confirmed who is affected or which plan levels qualify for this service. Agencies interested in dedicated support resources should review the offering.

What changed

HighLevel introduced Premium Support Services. This service includes a dedicated Technical Account Manager (TAM) assigned to the agency. It also sets up a private Slack channel for real-time team collaboration with the TAM. Premium Support includes Quarterly Business Reviews to track and address recurring issues. A demonstration showed a support ticket being resolved within an hour with this service. HighLevel has not confirmed any limits or plan gating for this service, nor has it confirmed the rollout status.

Where to find it

Agencies can upgrade to Premium Support from their agency dashboard. Navigate to agency dashboard > Add-ons to access the upgrade option.

How agencies will use this

Agencies will use Premium Support to get faster, more personalized support for complex issues. For example, if an agency encounters a critical bug affecting multiple client sub-accounts, they can use their private Slack channel to get a direct line to their dedicated TAM. Instead of submitting a general ticket, they can communicate in real-time, sharing screenshots or specific account details that expedite resolution. During a Quarterly Business Review, the TAM can help the agency review patterns in support requests over the past quarter, identify common pain points across their sub-accounts, and proactively suggest solutions or training to prevent future occurrences, rather than reacting to individual issues.

Our take

This is a major update. Agencies that need more direct and dedicated support than standard channels offer should investigate this. For agencies dealing with complex client setups or high volumes of support needs, the dedicated TAM and private Slack channel could significantly reduce resolution times and improve operational efficiency. The QBRs also provide a structured way to address ongoing issues. HighLevel has not confirmed the full significance reason for this update, but faster resolution of technical issues is a clear benefit for agencies.