PRTG is trusted in environments where failure is not an option. Hospitals safeguarding patient care, manufacturers keeping production lines alive, and organizations delivering essential services around the clock.
When downtime threatens people, production or profit, teams rely on PRTG. Our support offerings are designed to match the criticality of your environment. From responsive expert assistance for growing teams to premium, always-on support for enterprise operations that cannot afford disruption.
Whether you need dependable 8×5 coverage or round-the-clock access to senior engineers, Paessler Support ensures fast resolution, clear accountability, and predictable service levels, so your monitoring platform remains as reliable as the systems it protects.
Support Scope | Essential Essential | Advanced Advanced | Enterprise Enterprise |
|---|---|---|---|
Included with | Essential PRTG 500 & 1000 | Advanced PRTG 2500, 5000, 10000 and PRTG Hosted Monitor | Enterprise PRTG Enterprise Monitor |
Intended For | Essential Smaller or less complex monitoring environments with in-house technical capability and standard support needs | Advanced Mid-size or growing monitoring environments with higher complexity that benefit from faster response and deeper technical engagement | Enterprise Large-scale, distributed, or highly complex monitoring environments that require premium response, priority handling, and continuous support coverage |
Number of Sensors Covered | Essential All sensors in purchased plan | Advanced All sensors in purchased plan | Enterprise All sensors in purchased plan |
Online Support | Essential | Advanced | Enterprise |
Chat Support | Essential | Advanced | Enterprise |
Live Remote Support | Essential | Advanced | Enterprise |
Support Availability | Essential 8×5 | Advanced 8×5 | Enterprise 24×7 |
First Response Time SLA – P1 (Critical) | Essential 2 hours | Advanced 2 hours | Enterprise 45 minutes |
First Response Time SLA – P2 (High) | Essential 6 hours | Advanced 4 hours | Enterprise 2 hours |
First Response Time SLA – P3 (Medium) | Essential 12 hours | Advanced 8 hours | Enterprise 4 hours |
Number of Support Cases | Essential Unlimited | Advanced Unlimited | Enterprise Unlimited |
Named Support Contacts | Essential 3 | Advanced 5 | Enterprise Unlimited |
Paessler Knowledge Base Access | Essential | Advanced | Enterprise |
Video Tutorials | Essential | Advanced | Enterprise |
PRTG Manuals | Essential | Advanced | Enterprise |
Senior Support Engineers + Direct Engineering Escalation Path | Essential | Advanced | Enterprise |
Priority Case Routing | Essential | Advanced | Enterprise |
Technical Success Review | Essential Not included | Advanced 1x per year (Digital) | Enterprise 2x per year (Guided) |
Live PRTG Training | Essential Not included | Advanced Not included | Enterprise Included (2 seats) |
Disclaimer: The response times stated herein are performance goals, not contractual obligations. Paessler's inability to meet these targets does not constitute a breach of contract and does not entitle Customer to any refund, damages, credit, or any other remedies.
Our support team categorizes issues based on their impact to ensure the right response time for your situation.
PRTG is unavailable, not collecting data, or a core monitoring function is down, resulting in loss of visibility across a production environment.
Examples:
Major monitoring capabilities are degraded or partially unavailable, significantly impacting visibility or alerting for important systems.
Examples:
PRTG is operational, but a specific feature, sensor, or configuration issue is not working as expected and has a limited operational impact.
Examples:
Submit support cases through the support portal. Your request is tracked, prioritized, and managed end to end by our support team.
Start with intelligent chat routing and connect to a live support agent when needed.
A live remote session with a support engineer who works directly with you to diagnose and resolve complex issues faster.
The guaranteed maximum time before a support engineer reviews your case and begins working on it, based on severity level.
The number of individuals in your organization who can open and manage support cases directly with Paessler Support.
Step-by-step guides and best practices for configuring, operating, and getting the most value from PRTG.
All customers receive expert support, and Enterprise adds an accelerated path to our highest-tier engineering escalation for the most critical and complex issues.
A review of your monitoring configuration with improvement recommendations.
A proactive monitoring health assessment delivered as a detailed report with prioritized recommendations to help prevent issues, improve performance, and keep your PRTG environment running smoothly.
A deep, proactive monitoring review paired with live expert guidance to help you implement improvements, reduce risk, and prevent disruptions before they impact your operation.
Includes two seats in our Level 1 training, Introduction to Monitoring with Paessler PRTG, covering core concepts, setup, and best practices; complemented by hands-on labs and a certification exam to validate PRTG skills.
