Premium Support: Description of Services – Udemy Business

This article outlines the Premium Support service offered by the Udemy Business Customer Success Team.

In addition to the Standard service plan, the Premium Support service is a yearly subscription that provides enterprise customers with priority support, access to a dedicated Technical Account Manager (TAM), learning admin support to optimize programs, and faster response times to support critical business needs.

Premium Support Services include:

Services	Standard plan: Included as part of the Udemy Business Enterprise plan	Premium Support plan: Additions to the Standard plan (paid)
Success Team	Access to our trusted Customer Success organization to ensure alignment with your goals and support driving your Udemy Business adoption through regular check-ins, value reviews, and tailored recommendations. Onboarding support for your admins and employees.	Access to a dedicated Technical Account Manager to support your ongoing technical integrations, employee onboarding, and implementation needs. Access to Senior Support staff to prioritize and accelerate your support needs. Access to a designated Professional Services Manager to support strategic learning initiatives.
Technical Account Manager (TAM)		A dedicated Technical Account Manager (TAM) to assist with the following, including but not limited to: Proactive technical planning and support to guide integration setup and provide ongoing health checks to monitor reliable integration performance. Technical guidance and best practices across your Udemy Business ecosystem, including, but not limited to, LMS/LXP, MCP, SSO/SCIM, custom APIs, and other advanced integrations. Representation of your product needs with the Udemy Business product team Support for ad hoc data needs, including but not limited to: API reporting Bulk User License assignment/configuration
Professional Services	Paid add-on	Direct access to a Learning Admin Program Manager who supports your continuous learning strategy optimization throughout the Subscription Period. This includes ongoing services such as needs assessment and strategic recommendations, learning strategy consultation and blueprint development, and assistance with learning path and content mapping creation and refinement.
Support Services	Support included in the Standard plan: Udemy Business Help Center Email-based support submitted for requests submitted via the Udemy Business Help Center and approved email addresses: 24 hours a day, Monday - Friday (customers’ local time) Chat support: 8am - 6pm, Monday - Friday (customers’ local time) *First Response Service Level Agreements (SLAs): P1 - 2h P2 - 6h P3 - 12h Priority levels are defined as follows: P1 includes user signup, login, and account setup issues as well as issues related to SSO/SCIM/LMS/LXP integrations P2 includes issues related to core platform functionality such as the course-taking and learning path experience, user and license management, and insights and reporting issues P3 includes anything not specifically included in P1 or P2	Premium Services includes Standard plan support, plus: Email-based support submitted for requests submitted via the Udemy Business Help Center and approved email addresses: 24 hours a day, seven days a week Chat support: 24 hours a day, seven days a week Priority technical case escalations Requests will be handled by tenured associates with advanced technical skills Named Customer Contacts Customers may designate up to three (3) employees who are authorized to manage and access senior support staff and services on their users’ behalf. Access to schedule video calls for live troubleshooting upon request. *First Response Service Level Agreements (SLAs):** P1 - 30m P2 - 2h P3 - 4h

* Udemy strives to provide compliance of 95% during each calendar month for the service levels based on the categorization and priority level of the issue. The SLAs are solely with respect to the initial response to a Customer’s ticket or inquiry and does not apply to any remediation activities. The SLAs only apply to support requests submitted via approved channels, including: through the Udemy Business Help Center, Live Chat function, and approved email addresses provided by Udemy.

** Udemy reserves the right to change the issue categorization and priority levels at any time.

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