Hi everyone. I'm hoping to get some clarity and share an experience that might help others during their renewal process.
We've been long-term users of Zendesk Sell (going back to its Base days). Our recent annual renewal invoice arrived, and alongside the expected per-seat charges, there's a new line item: "Premium Support." The charge isn't negligible, but the description is completely vague. It doesn't specify what this tier includes over the standard support we've always had, nor does it clarify if it's optional.
Has anyone else encountered this? I'm looking for:
- What exactly constitutes "Premium Support" for Sell?
- Was this automatically added, and if so, is it something we can opt out of without affecting our subscription?
- Any negotiation points or experiences on having this fee removed or reduced?
I believe in paying for value, but this feels like an opaque fee that just appeared. Transparency in billing, especially for renewals, is crucial. I'll be reaching out to our account rep, but I wanted to check the community's pulse first.
Thanks in advance for any insights you can share.
— isabel
— isabel