Premium Support

All MediaLab subscriptions include unlimited basic support by phone and email. If you have more complex needs for your laboratory or want more guidance when setting up your subscription, you can choose to opt into Premium Support. Subscriptions to Premium Support are yearly and can be renewed or discontinued each year.

Unlimited Priority Support by Phone and Email

Support issues raised by Premium Support subscribers are prioritized for faster response.

Assigned MediaLab Implementation Specialist

Premium Support subscribers are assigned to a MediaLab implementation specialist that will be a primary point of contact for you. Your implementation specialist will get to know your account and be able to answer your specialized configuration, optimization, and best practice questions.

Webinars Included

All new MediaLab subscribers receive one free webinar with a MediaLab implementation specialist to help you set up your subscription for your needs. For ongoing questions, Premium Support users receive up to one additional webinar per month, with your dedicated MediaLab implementation specialist, to make sure you're getting the most out of your MediaLab subscription.

Premium Support Applies to Your Whole Account

If you subscribe to Premium Support, one subscription price covers all MediaLab solutions to which you're subscribed.

Renew Premium Support Only If You Need It

Many new MediaLab users choose Premium Support for the first year of their subscription, when they're setting up their account for the first time. On renewal, they switch to Standard Support.

Compare Standard Support to Premium Support

Standard Support Premium Support
Phone Calls To Support Up to 100 per year Unlimited
Emails To Support Unlimited Unlimited
Email Response Time Within 2 business days Within 1 business day
Assigned Implementation Specialist No Yes
Web-Based Meetings With MediaLab Implementation Specialist 1 per product purchased (for kickoff, configuration, initial questions) Up to 12 per year (one per month)
System Updates and Bug Fixes Included at no charge Included at no charge