What is Dropbox Premium Support?

Dropbox Premium Support is available to Dropbox team accounts that have purchased the Premium Support Add-On. To purchase this add-on, contact your Dropbox sales executive or fill out the Dropbox sales team contact form.
 

Some teams without dedicated sales executives can purchase or remove the Premium Support: Essentials Add-On in the admin console.


To do this:

1. Log in to dropbox.com with your admin credentials.
2. Click Admin console.
3. Click Billing.
   • Note: Only certain types of admins can access the Billing page.
4. Under Available add-ons, click Add or Remove next to Premium Support.
5. Click Confirm.

When you purchase the add-on, you'll be charged a prorated amount for your current billing period. At the start of your next billing period, you'll be charged for the full amount of the add-on, in addition to your subscription cost.

When you remove the add-on, your selection will go into effect on your next renewal.

Premium Support Add-On features

The Premium Support Add-On enables all active members of a team to receive increased support entitlements. Two versions of this add-on—Premium Support: Essentials and Premium Support: Enhanced—are available for Dropbox team accounts. 

With either version of the add-on, team admins have access to:

• Support team assistance by phone, email, or chat, is available 24/7.
  • For customers who need support in Japanese, assistance by phone, email, or chat is available 9:00am–5:00pm Japan Standard Time, Monday–Friday. You’ll receive an email response within one hour during those business hours. If you’re requesting support outside of those business hours, assistance will be provided in English.
• One-hour implementation consultation session.
• Access to the Premium Support Hub.
• Quarterly emails that outline three unused/underused features for your team.

To contact support, log in to your account and go to dropbox.com/support. 

The Premium Support Hub

The Premium Support Hub is accessible to all admin types so they can easily track, review, and create tickets directly from the admin console. The Premium Support Hub is only available to customers with the Premium Support Add-On.

How to access the Premium Support Hub

To view the Premium Support Hub: 

1. Log in to dropbox.com using your admin credentials.
2. Click Admin console.
3. Click Premium Support.

You can view your recent tickets, view issue trends, filter through previous tickets, check statuses, and submit new tickets from this dashboard. 

How to create a support ticket

To create a new support ticket:

1. Log in to dropbox.com using your admin credentials.
2. Click Admin console.
3. Click Premium Support. 
   
4. Click Contact Support. 
   • You’ll be able to access the hub if you have the Premium Support Add-On for Dropbox or Dash, but your entitlements (support hours and response time) depend on whether you have the add-on for the product you need support with.
   • If you have both Dash and Dropbox, you’ll be asked which product your question is about.
5. Select Submit a request, Chat, or Request callback. 
   • If you have Dropbox Premium Support, you can access live support 24/7. 
   • If you have Dash Premium Support, you can contact support between the hours of 9:00 AM-8:00 PM EST. 
   • If you don’t have Premium Support for one add-on, the hours for live support will be shown.
     • Submit a request: Follow the prompts to complete the form and click Submit. A customer support representative will reply in your respective response time. 
     • Chat: A live chat feature will appear to connect you with a customer support representative. 
     • Request callback: This takes you to the Help page in your admin console.
       1. Click Phone.
       2. Enter a phone number that can be dialed directly.
       3. Click Request a call. You should receive a call when the next customer support representative is available. This is recommended for any urgent issues.

How to view or reply to a support ticket

To view or reply to a support ticket:

1. Log in to dropbox.com using your admin credentials.
2. Click Admin console.
3. Click Premium Support. 
4. Select the ticket from the recent list to find the ticket you’d like to view. 
5. Type a reply and click Send.

How to access tailored support resources

To view a customized selection of articles from our help center, as well as videos and courses from Dropbox Learn, based on your previous support tickets:

1. Log in to dropbox.com using your admin credentials.
2. Click Admin console.
3. Click Premium Support.
4. Click Recommendations.

These resources will be updated with every support ticket you submit. If you haven’t submitted any tickets, you will see a selection of our most popular help center and Learn resources.

How to view insights 

You can view your data for open tickets, issue trends, and patterns on the Insights page.

To view insights: 

1. Log in to dropbox.com using your admin credentials.
2. Click Admin console.
3. Click Premium Support. 
4. Click Insights.

A window will appear with total open tickets, total tickets, issue type patterns, and product patterns. Issue type patterns relate to the types of issues you regularly experience. Product patterns explain how many tickets you’ve submitted by Dropbox product if you have a Dropbox Plan with multiple products.