The Right Support at the Right Time: Introducing PRTG Premium Support

That's exactly what we had in mind when redesigning the PRTG support offering. As of June 2026, you can now choose from three clearly defined support tiers: Essential, Advanced, and Enterprise. Each tier is built around the real demands of different monitoring environments. And for the first time, you can upgrade your support tier as your needs grow.

Why Support Tiers Actually Matter

Not every PRTG environment is the same. A small team running a few hundred sensors has very different needs than an enterprise operation monitoring tens of thousands of devices across distributed locations. Treating both with the same support model never made a lot of sense, and we've been hearing that from our customers for a while.

The new tiered model is a direct response to that feedback. It creates a clear structure: you get the level of support that actually fits your environment, not a one-size-fits-all approach that leaves some teams over-served and others underserved.

Here's the key shift: if you're on Essential, you can now upgrade to Advanced. And if you're on Advanced, you can upgrade to Enterprise. That means as your infrastructure grows, or as your criticality increases, your support can grow with it.

The Three Tiers at a Glance

🥉 Essential: For Smaller Environments with In-House Expertise

Essential support comes included with PRTG 500 and PRTG 1000 licenses. It's designed for smaller or less complex monitoring environments where your team has solid in-house technical capability and standard support needs are sufficient.

With Essential, you get 8x5 availability, online support, chat support, live remote support, and unlimited support cases. First response time for critical (P1) issues is 2 hours. It's a solid foundation, and for many environments, it's exactly what's needed.

🥈 Advanced: For Growing Teams That Need More

Advanced support is included with PRTG 2500, 5000, 10000, and PRTG Hosted Monitor licenses. It's aimed at mid-size or growing monitoring environments with higher complexity, where you benefit from faster response times and deeper technical engagement.

Compared to Essential, Advanced brings improved response times for high (P2) and medium (P3) priority issues: 4 hours for P2 (down from 6) and 8 hours for P3 (down from 12). You also get 5 named support contacts instead of 3, and a Digital Technical Success Review once per year. That's a proactive monitoring health assessment delivered as a detailed report with prioritized recommendations.

🥇 Enterprise: For Environments Where Downtime Is Not an Option

Enterprise support is included with PRTG Enterprise Monitor and is also available as an upgrade if you're currently on Advanced. This tier is built for large-scale, distributed, or highly complex monitoring environments that require premium response, priority handling, and continuous coverage.

The numbers speak for themselves:

• 24x7 support availability, not just business hours
• 45-minute first response for P1 (Critical) issues, compared to 2 hours on Essential and Advanced
• 2-hour response for P2 (High) issues
• Unlimited named support contacts
• Priority case routing and direct engineering escalation path
• 2 Guided Technical Success Reviews per year, meaning live expert sessions rather than just written reports
• 2 seats included in Live PRTG Training (Level 1 certification)

If your monitoring environment protects patient care in a hospital, keeps a production line running, or supports services that operate around the clock, Enterprise is where you need to be.

Understanding Priority Levels

One thing worth knowing: we categorize support cases by priority level, and your response time SLA depends on how a case is classified. Here's a quick breakdown:

🧩 P1 (Critical): PRTG is unavailable, not collecting data, or a core monitoring function is completely down. Think: your PRTG server is unreachable, monitoring has stopped across large parts of your environment, or alerts are not being generated at all.

🧩 P2 (High): Major monitoring capabilities are degraded or partially unavailable. Examples include large sensor groups failing unexpectedly, alerting not working correctly for critical devices, or probe failures affecting important segments.

🧩 P3 (Medium): PRTG is operational, but a specific feature, sensor, or configuration isn't working as expected with limited operational impact. This covers things like individual sensor issues, configuration questions, or how-to guidance.

Understanding these levels helps you know what to expect and how to frame your support cases for the fastest possible response.

What Stays the Same Across All Tiers

Regardless of which support tier you're on, you always have access to our comprehensive self-service resources. That includes the Paessler Helpdesk, the full PRTG Manual, the Knowledge Base, video tutorials, and the PRTG Sensor Hub. These resources are there for you, all the time.

And across all tiers, you get unlimited support cases. There's no cap on how often you can reach out. The difference lies in response speed, availability, and the depth of engagement you receive.

Is It Time to Upgrade?

That's the real question, isn't it? The honest answer: it depends on how critical your monitoring environment actually is.

If a PRTG outage would directly impact patient care, halt production, or take down services your organization depends on around the clock, you probably need Enterprise. If you're running a mid-size environment that's growing fast and you want faster response times and proactive guidance, Advanced is worth a serious look.

The good news is that the upgrade path is now clearly defined. You don't have to wait until something goes wrong to realize your support tier isn't keeping up with your environment. You can get ahead of it.

For more details on what's included in each tier, visit the PRTG Support Plans page.