Premium Support
ExpertHelp, WhenItMattersMost.
Premium Support gives growing deployers unprecedented access to the Helium team when they need it most. Provide world-class support to your hosts, and keep your fleet running at peak performance.
PickyourPlan
For Helium Plus deployers upgrading existing Wi-Fi networks.
All new Helium Plus deployments include a 90-day free trial of the Basic plan at sign up.
Monthly
Annual
Save up to 42%
FREE
For trying things out and one-off questions.
$0/
$0/
mo
Start here
1 ticket / month
3 business day turnaround
Intercom chat
1 seat
Earnings analysis
Live chat or calls
BASIC
For active deployers who need fast answers.
$50
$50
/mo
Billed month-to-month
3 tickets / month
1 business day turnaround
Intercom + Live chat (when available)
3 seats
Email-based onboarding support
Earnings analysis
Phone calls
GROWTH
MOST POPULAR
For teams scaling and tracking earnings closely.
$250
$250
/mo
Billed month-to-month
Unlimited tickets
6 business hour turnaround
10 seats
Phone calls + Intercom
30-min onboarding call per venue
Phone + Live chat
End-customer support
ENTERPRISE
For channel partners and large Helium Plus operators.
Full package
Pricing based on venue count
Unlimited Tickets
2 business hour response time
Vertex appeals
Carrier Throttling Audits (10/mo)
Carrier Throttling Appeals (3/mo)
Enterprise Level onboarding support
End-customer support included
Private Slack channel
ProServices
For custom solutions that go beyond a support plan. Get direct access to Helium engineers for complex deployments, bespoke integrations, and projects that need real hands-on work.
FAQ
CommonQuestions
Find answers to common questions about our support tiers, response times, and specialized services.
What counts as a ticket?
What's actually free vs. paid?
Can I upgrade, downgrade, or cancel anytime?
What's a Carrier Throttling audit?
What's a Carrier Throttling appeal?
Are response times guaranteed?
How is this different from the support I already get?