Platinum Support Package
60 tickets a year, dedicated technician
What this service delivers
The Annual Platinum Support Package is ServiceCore's recommended support tier, built for organizations that treat IT service management as part of their daily critical operations. It provides an annual allowance of 60 tickets across extended 7×8 working hours, with every support channel open: live chat, email, phone, the service portal, remote desktop, and the knowledge base.
Beyond reactive support, Platinum is a proactive partnership. A dedicated technician who knows your environment handles high-priority incidents first, while regular health-checks, product configuration management, and application performance monitoring keep your platform stable and tuned. Continuous Delivery keeps every release current without disruption, and unlimited seminar and event access keeps your team's expertise sharp.
Everything in the engagement
60 Tickets, 7×8 Coverage
An annual allowance of 60 support tickets handled across extended 7×8 working hours for long operational days.
All Channels Open
Reach the support team through live chat, email, phone, the service portal, remote desktop, and the knowledge base.
Dedicated Technician
A named technician familiar with your configuration owns your requests for faster, context-aware resolution.
High-Priority Response
Your incidents and requests are escalated ahead of standard queues for the fastest available response.
Proactive Health-Checks
Scheduled health-checks and product configuration management keep your platform stable, tuned, and aligned to best practice.
Performance Monitoring
Application performance monitoring surfaces emerging issues early, plus unlimited access to ServiceCore seminars and events.
What's in the package
What you walk away with
- 60 support tickets per year
- Extended 7×8 working-hours coverage
- Named, dedicated support technician
- High-priority incident and request handling
- Scheduled health-check reports
- Product configuration management
- Application performance monitoring
- Continuous Delivery release updates
Who it's for
Ideal for organizations that treat IT service management as part of their daily critical operations and want a dedicated, proactive support resource.
Common questions
A ticket is a single logged support request, whether it's an incident, a service request, or a configuration question. The Platinum package includes 60 tickets per support year; if you approach the limit, your dedicated technician will flag it in advance so you can plan an extension or assess whether a higher tier such as Mission Critical fits your operation better.
Ready to get started with Platinum Support Package?
Book a demo or talk to the team — we'll scope the engagement around where you are today.