Choosing the right level of support for your business with clarity, confidence, and no pressure is a priority to us at 1-grid so that we can support your needs.
We understand that not every business needs the same level of support at every stage. That’s why we offer flexible support options, so you can choose the level of care, availability, and guidance that best supports your online presence.
This guide explains what it means to be a Premium or Pro customer with 1-grid, who these support tiers are designed for, and how to upgrade if you’re ready.
What Is a Premium or Pro Customer?
Premium and Pro customers receive an enhanced support experience designed for businesses that need faster response times, deeper technical guidance, and 24/7 access outside of standard business hours.
These tiers are ideal for:
- Businesses that rely heavily on uptime
- Online stores or mission-critical websites
- Agencies managing multiple sites
- Customers who want proactive, expert support
IMPORTANT: All customers receive standard support. What makes Premium and Pro customers different is that they receive priority, always-on support.
Premium & Pro Support vs Standard Support
Premium & Pro Support
- 24/7 priority technical support
- Tickets are moved to the front of the queue
- Calls are answered any time you call
- Direct contact details are available in your Customer Zone
- Even faster responses during urgent situations
This means that when something breaks after hours, Premium and Pro customers aren’t left waiting.
Standard Support
- Available during standard business hours: 08:00 – 17:00
- Ticket-based assistance via Customer Zone or by contacting us directly via [email protected]
- Standard Customer Support for calls
- Best for stable sites and general hosting needs
For full operating hours, see our Contact Us page.
Key Benefits of Becoming a Premium or Pro Customer
1. Priority, 24/7 Technical Support
Your support requests are prioritised and handled around the clock.
Benefit: Faster help when it matters most, even after hours.
2. Direct Contact Access
Premium and Pro customers receive dedicated phone numbers and email contacts inside their Customer Zone.
Benefit: Less back-and-forth, with quicker connection to the right team.
3. Expert-Level Technical Assistance
Get guidance beyond basic hosting questions, including:
- Setup assistance
- Troubleshooting complex issues
- Performance and optimisation insights
Benefit: Support that understands your business, not just your server.
4. Business-Aware, Contextual Communication
Premium and Pro communication is tailored to your environment and urgency, such as newsletters, maintenance notifications, etc.
Benefit: You don’t need to re-explain your setup every time because we already understand the context.
Reliability You Can Trust
Premium and Pro support is backed by:
- ISO-certified Tier 3 data centres
- 99.99% uptime infrastructure
- Hosting designed for demanding, always-on businesses
Benefit: Confidence that your website is supported by enterprise-grade reliability so that you can focus on things that matter the most.
How to Become a Premium or Pro Customer
Upgrading is simple and guided.
You can:
- Request an upgrade of your services via your Customer Zone
- Contact our team to discuss which tier fits your needs
- Upgrade as your hosting plan or server needs change
We’ll help you choose the right fit for your business needs with no forced upselling.
Our Scope of Support
Here’s an outline of what we can do and what is not within our Scope of Support if you’re stuck and need any additional guidance or support.
What We Can Help With
- Explaining Premium vs Pro options
- Reviewing your current support needs
- Guiding you through the upgrade process
FAQs
Q. Do I need Premium or Pro support?
Q. What’s the difference between Premium and Pro?
Q. Can I downgrade later?
Yes, support tiers are flexible because we understand that business needs change, and we’re here to support you along the way.
Additional Resources
Contact Us and Our Operating Hours
Need Additional Support?
We’re Here to Help:
Making empowering business decisions for your needs and the level of support needed to support these doesn’t have to feel frustrating with this easy-to-understand guide. Stuck? Contact our Support Team for further clarity and guidance (https://1grid.co.za/contact-us/). We’re ready to see how we can help!