IZI Premium Support — Extended Support Package
IZI Premium Support: Extended Support for Computer Club Operators
Section titled “IZI Premium Support: Extended Support for Computer Club Operators”IZI Premium Support is an optional service layer on top of your base IZI CRM subscription that gives you a dedicated account manager, guaranteed SLA response times, and hands-on staff training — without waiting in the shared support queue. For operators running a busy venue or a multi-location network, this means technical issues get resolved in hours rather than days, and new staff members get trained by your account manager rather than by improvised internal guides.
Standard IZI support — the shared queue through the Support section in CRM — covers around 90% of everyday questions. Premium Support exists for the cases where speed and predictability matter: critical downtime at the cash register, opening a new location, or onboarding a fresh shift team quickly. Adding Premium Support does not affect your organisation’s subscription status and requires no CRM restart.
Premium Support vs. Standard Support
Section titled “Premium Support vs. Standard Support”| Parameter | Standard Support | Premium Support |
|---|---|---|
| Channel | Support section in CRM, shared queue | Dedicated Manager, direct contact |
| First response | Best-effort, no guarantee | Guaranteed by SLA (within N hours) |
| Queue priority | General | Priority queue |
| Staff training | Documentation and FAQ | Online sessions tailored to your club |
| Setup assistance | Self-service | Manager-assisted launch and reconfiguration |
| Availability | IZI team working hours | Extended hours per SLA terms |
What Premium Support Includes
Section titled “What Premium Support Includes”Dedicated Account Manager
Section titled “Dedicated Account Manager”One named contact — shown as Dedicated Manager in your IZI CRM interface — handles all your questions: configuration, technical issues, billing, training new staff. Your manager knows your club’s history, so you never need to re-explain context.
For a network, this is especially valuable: your manager sees the entire organisation at once — all locations, their subscription statuses, and ticket history — rather than handling isolated requests from each site separately.
Priority Handling Under SLA
Section titled “Priority Handling Under SLA”The SLA sets guaranteed response windows based on ticket priority:
| Priority | Typical scenario | Response window |
|---|---|---|
| Critical | Cash register not working | Within N hours |
| High | Settings failure, data issue | Within M hours |
| Standard | Configuration questions, training | Within P business hours |
The exact thresholds N, M, and P are agreed when you activate the service and reflect your typical request profile. Premium Support tickets are always routed ahead of the standard queue.
Staff Training
Section titled “Staff Training”Online sessions with your account manager or recorded walkthroughs tailored to your club:
| Training topic | Target audience |
|---|---|
| Cash shifts: opening, closing, reports | Cashiers, admins |
| Tariffs, schedules, zones | Admins |
| Client database, balances, history | Admins |
| Analytics: revenue, occupancy, average order value | Managers, owners |
| Roles and permissions: team setup | Owners, senior admins |
| IZI mobile app for players | Admins |
Training can be requested again at any time — for example, when hiring new staff or after a major process change in the club.
Setup Assistance
Section titled “Setup Assistance”When opening a new club or adding a new location to your network, your manager helps you:
- Configure the hall layout: zones, devices, and tariffs
- Replicate or migrate settings from an existing location
- Verify roles and permissions for your team
- Walk through the first cash shift cycle before going live
The default format is online. In-person assistance may be arranged with the IZI team depending on region and task scope.
When Premium Support Makes Sense
Section titled “When Premium Support Makes Sense”Multi-location network. Replicate settings, manage one contact point instead of parallel requests from each site, and get dedicated help for every new opening.
First-club launch. Fast, error-free setup from day one. A misconfigured tariff or permission structure in the first week costs more to fix than the support service itself.
High venue traffic. For a club with a steady guest flow, even a few hours of cash register downtime means direct revenue loss. SLA makes the recovery window predictable.
Frequent staff turnover. When admins change often, manager-led onboarding is more reliable and cheaper than passing tribal knowledge internally.
Complex operating scenarios. Non-standard tariff structures, custom roles, or specific integrations — your manager helps implement these without trial and error.
In straightforward cases — a single club, a stable team, configuration already done — standard support through the Support section in CRM is sufficient. Premium Support adds value proportional to your scale and growth pace.
How to Activate
Section titled “How to Activate”- Open the Support section in IZI CRM (icon in the bottom-right corner) or send a request on izi.is
- Provide your organisation name and describe your situation (new opening, network, staff training)
- Your manager will clarify the service scope and agree on terms
- Once confirmed, Premium Support activates without any interruption to your CRM
Pricing for Premium Support is part of the IZI Pricing page. The service is added on top of your active subscription — your subscription status (active, trial, or overdue) does not change.
Frequently Asked Questions
Section titled “Frequently Asked Questions”Related Pages
Section titled “Related Pages”- IZI Pricing: CRM subscription and add-ons — base subscription cost and Premium Support pricing
- IZI Trial Period — how to start without paying upfront
- Club Launch Checklist — 30 steps to a working hall
- IZI Support — standard contact channels
Frequently asked questions
What is IZI Premium Support?
Premium Support is an optional service tier on top of your base IZI CRM subscription. It includes a dedicated account manager (shown as 'Dedicated Manager' in the interface), priority ticket handling under a guaranteed SLA, staff training sessions, and setup assistance when launching or reconfiguring your club.
How does Premium Support differ from standard support?
Standard IZI support is a shared queue accessed via the Support section in your CRM — it handles the vast majority of questions. Premium Support adds a named account manager as your single point of contact, a guaranteed first-response and resolution time under SLA, priority queue placement, hands-on staff training tailored to your club, and assisted setup for new locations or configuration changes.
Does a single-club owner need Premium Support?
Premium Support pays off when SLA speed is critical, when you have a multi-location organisation, or when you are actively growing. For a single-club owner with an established team and a stable configuration, standard support via the Support section in IZI CRM is usually sufficient.
Can Premium Support be added at any time?
Yes. Premium Support is added on top of your active IZI subscription without any downtime or interruption to CRM operations. Contact the IZI team via the Support section in your CRM to activate it.
What does SLA mean in the context of IZI support?
SLA (Service Level Agreement) is a written commitment to respond within a set time window depending on ticket priority — for example, first reply within N hours for critical issues, M hours for high-priority, and P business hours for standard requests. The exact thresholds are agreed when you activate Premium Support.
What does staff training cover?
Training covers cash shift management, tariff and schedule configuration, the client database, revenue analytics, and the IZI mobile app for admins. Sessions are delivered online with your account manager or as recorded walkthroughs tailored to your club's specific setup.
How does Premium Support help a multi-location network?
For a network, the key benefits are a single contact point instead of separate tickets from each location, help replicating settings to new sites, dedicated support during new-club launches, and a unified view of subscription status across your entire organisation.
Does Premium Support affect my subscription status?
No. Premium Support is a separate service layer on top of your subscription. Your organisation's subscription status — active, trial, or overdue — is managed independently via Organisation → Billing.
How do I contact IZI to activate Premium Support?
Open the Support section inside IZI CRM or submit a request on izi.is. Your manager will clarify the service scope for your situation and confirm terms.
Is on-site assistance available during a club launch?
Setup assistance within Premium Support covers initial hardware and system configuration, online. In-person assistance at your location may be arranged depending on region and task scope — discuss this with the IZI team.