Premium Support Terms and Conditions - Level 1

The Services described below are provided pursuant to an Order Form executed between Customer and Gong. Only the Services specifically listed in your Order Form apply; any Services not expressly included do not form part of your subscription.

The Services will be available for the duration of the Subscription Term set forth in your Order Form. All Services are non-refundable and, unless otherwise specified below, must be used within the Subscription Term. Unused Services will not carry over into subsequent periods. Services are limited to the existing scope of your subscription and apply only to Gong’s generally available features.

All capitalized terms not defined herein will have the meanings assigned to them in the subscription terms referenced in your Order Form.

Premium Support

Description of Services: Our Premium Support package is for customers who submit up to 60 tickets/year and provides priority access to Gong’s Technical Support team, with:

  • Faster SLAs: Accelerated response and resolution times for support requests.
  • Senior Technical Expertise: Access to pooled senior technical specialists for complex, technical troubleshooting.
  • Reactive Coverage: Support is provided on a reactive basis with the existing deployed solution, providing guidance and troubleshooting as issues arise.

This model ensures faster handling of requests and access to highly skilled technical resources, while operating as a shared, pooled service.

What is included:

  • Fastest Response SLA: 6-hour first response for all qualifying issues during business hours.
  • Prioritized Routing: Support requests are directed to senior technical specialists through a dedicated queue.
  • Live Zoom Triage (As Needed): Real-time troubleshooting sessions for high-impact or complex issues.
  • Dedicated Escalation Path: Escalations are managed by specialized leads to drive faster resolution.
  • Outage Communications: Notice and updates on system-wide issues or outages upon request.
  • Proactive Service Identification: Our team will highlight when Managed Services or one-time Professional Services may help you achieve your goals more quickly or effectively.

How to access:

Submit support requests through the Gong Help Center.

Live triage sessions are coordinated directly with the Premium Support team.

Escalations may be initiated through the designated path provided during onboarding.

What you can expect (SLAs)

First Response: Within 6 business hours for all issues.

Live Triage: Scheduled within 1 business day of request.

Outage Notification: Provided promptly upon request as issues are identified

Prioritized Routing: All tickets are prioritized and routed to senior-level technical support engineers.