---
title: "How do the Essential, Premium, and Exclusive support levels work?"
description: "What each level includes, why it applies to the entire account, and how to change it."
url: https://help.sarbacane.com/en/articles/303-how-do-the-essential-premium-and-exclusive-support-levels-work
collection: "Frequently asked questions"
updated: 2026-10-30
language: en
alternates: [fr, es]
---

# How do the Essential, Premium, and Exclusive support levels work?

What each level includes, why it applies to the entire account, and how to change it.

Your Sarbacane account has a single support level (Essential, Premium or Exclusive), which applies to all your licenses and all your users. To upgrade to a higher level, contact your account manager: you can change levels at any time, and the difference will be charged pro rata until your subscription renewal.

## What each level includes

-   **Essential**: access to customer support, chat, the help center, webinars, tutorials, white papers and the blog.
    
-   **Premium**: everything included in Essential, plus priority handling of your calls and requests, and advanced features (for example, predictive sending in Sarbacane Campaigns or the chatbot in Sarbacane Chat).
    
-   **Exclusive**: everything included in Premium, plus a dedicated coach, with a monthly meeting to review your statistics.
    

The full list of features for each level can be found in the article [Sarbacane Essential, Premium or Exclusive: what are the differences?](https://help.sarbacane.com/en/articles/299.md).

## One level for the entire account

The support level is set for the account owner, not by user or application:

-   all your licenses have the same level: if you choose Premium for your first license, the licenses you add will also be Premium;
    
-   all users invited to the account benefit from the same level;
    
-   you cannot subscribe to applications with different levels.
    

## Changing your support level

Any change of level must be made through your account manager.

-   **Moving to a higher level** (from Essential to Premium, or from Premium to Exclusive): this is possible at any time. The new level applies to all licenses on the account, and the difference is billed on a prorated basis until your subscription renewal date.
    
-   **Moving to a lower level** : your account manager will let you know the terms.
    

## Related articles

-   [Sarbacane Essential, Premium or Exclusive: what are the differences?](https://help.sarbacane.com/en/articles/299.md)
    
-   [How do I purchase a license?](https://help.sarbacane.com/en/articles/292.md)
    
-   [How do I renew my Sarbacane subscription?](https://help.sarbacane.com/en/articles/307.md)