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.

Sections in this article:

Premium Support Add-on features

The Premium Support Hub

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, available 24/7.
• Quarterly emails which outline three unused/underused features for your team.
• One-hour implementation consultation session.
• Access to the Premium Support Hub.

Notes:

• With Premium Support: Essentials, team admins receive responses to support tickets within four hours.
• With Premium Support: Enhanced, team admins receive responses to support tickets within one hour. You’re also eligible for a quarterly root-cause analysis meeting to review any support trends.  

Additionally, all teams have access to live webinars hosted by Dropbox that cover new and existing features.

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

The Premium Support Hub

The Premium Support Hub is accessible by all admin types to 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 or review support tickets

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.
5. Select Chat Now, Submit ticket, or Request Call. 
   • Chat Now: A live chat feature will appear to connect with a customer support representative. 
   • Submit ticket: Follow the prompts to complete the form and click Submit. A customer support representative will reply in your respective response time. 
   • Request Call: This will take you to the Help page in your admin console.
     • Click Phone.
     • Enter a phone number that can be dialed directly.
       • Click Request a call. You should receive a call as soon as the next customer support representative is available. This is recommended for any urgent issues.

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.

Note: You can only reply to open tickets and view your own tickets. Tickets from other team members won’t be visible.

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.