What is Premium Plus Support?

Premium Plus Support is a strategic enablement and guidance service designed to help you get the most value from your intranet.

This plan is added onto your standard maintenance support agreement and provides priority access to expertise, proactive planning, and partnership throughout your intranet journey, including upgrades and IC 3.0 adoption.

Premium Plus is not an unlimited professional services package. Instead, it delivers structured support, strategic guidance, and prioritized access to ensure your intranet continues to evolve with your organization.

What’s Included

Customer Success & Strategic Guidance

• Dedicated Customer Success Manager (CSM)

• Access to the broader CSM team for coverage and continuity

• Quarterly optimization and planning check-ins

• Intranet health reviews, including usage and content audits

• Strategic roadmap alignment and recommendations

We partner with you to ensure your intranet remains aligned with your business objectives.

Product & Technical Support

• Unlimited Product Support tickets

• Unlimited Technical Support tickets

• Priority response times

• Live collaboration sessions (screen sharing, working sessions, calls)

Premium Plus ensures faster assistance and deeper collaboration when you need it.

Training, Enablement & Onboarding

• Ongoing product training

• New admin onboarding sessions

• IC 3.0 training sessions (4–5 hours)

• Best-practice walkthroughs for workflows, structure, navigation, and administration

Our goal is to empower your team to confidently manage and optimize your intranet.

Upgrades, Patches & Maintenance

• Self-service upgrades and patches

• Assisted upgrades with verification support

• Priority assistance during upgrade windows (within business hours)

We help reduce friction and risk during upgrade cycles.

IC 3.0 Migration & Optimization

• Migration planning and readiness guidance

• Side-by-side migration strategy support

• Intranet audit and optimization recommendations

Premium Plus helps you approach IC 3.0 adoption strategically and efficiently.

Limited Hands-On Build Allowance

Premium Plus includes one of the following per year:

• One limited, time-boxed hands-on build session
  OR

• One 30-minute guided working session

Any additional build or execution-heavy work is scoped separately as Professional Services.

What’s Not Included

To maintain focus on strategic guidance and priority support, the following are not included under Premium Plus:

• Unlimited hands-on build work

• Server migration assistance

• Externalizing your intranet

• Product re-installation

• Test environment setup or support

• Custom code creation, deployment, or troubleshooting

• Database changes (queries, imports/exports, structural changes)

• Integration implementation or support

• On-premise server environment issues

• IIS or IT security configuration issues

• SSL certificate creation or troubleshooting

• Disaster recovery services

• Test or development server support

• Ongoing content creation or site administration

• Custom development or extensive configuration

• Repeated execution-heavy professional services

• After-hours support

If additional work is required beyond the scope of Premium Plus, it will be scoped and quoted as Professional Services. Email customercare@intranetconnections.com if you would like a quote for any of these additional paid professional services. 

Is Premium Plus Right for You?

Premium Plus is ideal for organizations that:

• Want strategic partnership and proactive guidance

• Are planning to migrate to IC 3.0

• Require priority response and collaboration

• Value structured quarterly planning and optimization

• Want ongoing enablement for administrators and stakeholders

• Have limited IT resources