The Dropbox Premium Support Add-On is a paid add-on available to customers on Dropbox team accounts in English and Japanese (if available).
Some Premium Support Add-On features, like live support, are only available to admins. However, team members can still email Dropbox Support for 24/7 assistance, and receive the same fast response times included in the Premium Support plan.
Dropbox team accounts can choose between two versions of the Premium Support Add-On:
Note: To enable premium support features for both Dropbox and Dropbox Dash, you must purchase the add-on separate for each product.
Support Feature
Premium Support: Essentials
Premium Support: Enhanced
Support
24/7 phone, email, or chat assistance*
Response time
Within 4 hours
Within 1 hour
Implementation consultation
1-hour session
Quarterly feature emails
Highlights 3 unused or underused features
Root-cause analysis meeting
Not included
Quarterly meeting to review support trends
Email support for team members
24/7 access
Live webinars
Yes
Dropbox Champions are expert users who provide valuable feedback, share their experiences, and creatively use our solutions. We reward their efforts with the following additional support benefits. Learn more about Dropbox Champions.
Refer to the table below for a breakdown of features available for each add on.
Support features
Grand champions
Epic champions
Availability
Individuals only (not available for teams)
There are two ways to purchase the Premium Support Add-On:
To buy or remove the add-on from the admin console:
Notes:
To access premium support in the admin console:
By default, the My Tickets tab displays. Here, you can view your recent tickets and issue trends, review previous tickets, check statuses, and submit new tickets. Click the Team’s Tickets tab to access the tickets created by your team members.
Only admins can create tickets through the Premium Support page. Team members don’t have access to that page, but can email Dropbox Support for 24/7 assistance. They’ll receive the same fast response times included in the Premium Support plan.
To create a new support ticket:
To view or reply to an active support ticket you created:
Only team admins can view and reply to active support tickets submitted by other team members.
To view or reply to a support ticket:
Your reply is listed as a Collaborator comment and the original submitter is notified.
Note: The Team’s Tickets tab only shows tickets created or updated on or after Dec 11, 2024.
You can view a curated selection of articles from our help center, as well as videos and courses from Dropbox Learn, based on your previous support tickets.
To access these resources:
These resources are updated with every support ticket you submit. If you haven’t submitted any tickets yet, you’ll see our most popular help center articles and Dropbox Learn resources.
The Insights page displays trends and patterns in your open support tickets, including total open support tickets, top issues, and top products by issue.
To view insights:
Yes, thanks
Not really
Let us know how why it didn't help:
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Thanks for your feedback!
Admins
Admins of Dropbox teams can configure their team members’ Dropbox desktop app preferences using Group Policy Object (GPO). Learn how.
Discover how admins can control the top-level structure in your team space, and learn about managing editing permissions and access to folders.
The team folder manager is a tool for organizing a Dropbox team folder structure. Learn how to create, manage, rename, and archive team folders.
Admins can use the content page to view and manage their team’s files and folders. Learn how to use the content page in the admin console.