Premium support 24/7: faster, better

Premium support is a dedicated service for high value players with guaranteed reaction times, priority routing and personal host responsibility. Below is the specifics: how it works and what to demand.

1) Service model

Dedicated VIP/VVIP line + personal SPOC (host/relationship manager).

Profile preconfiguration: preferred channels, quiet mode, code word, currency, limits, languages.

Automatic identification by number/card, instant history boost in CRM.

2) Communication channels (around the clock)

VIP-Desk phone (ACD with priority queue).

Chat in the application/on the site, call back ≤ 1 min if overloaded.

Secure messengers by agreement (end-to-end encryption).

Email for formal requests/reports.

Onsite: VIP-rack, direct contact pit boss/host, video concierge in the room.

3) SLA (landmarks for VIP/VVIP)

Answer: phone ≤ 20/10 sec; chat ≤ 30/15 sec; email initial response ≤ 15/10 min.

Stabilization of incident P1 (unavailability of the game/score, payment failure): ≤ 15 min; complete solution ≤ 2 hours.

P2 (critical, but there is a bypass): ≤ 1 h/ ≤ 4 h; P3: ≤ 24 h; P4: ≤ 3 working days.

Onsite: arrival of the manager on the table/car ≤ 2-5 minutes; equipment downtime ≤ 10 minutes before transfer.

Automatic escalation by time triggers (see item 5).

4) Prioritization and routing

ANI/CLI matching, loyalty card, token from the application → jump into the VIP queue.

The rule of "quiet visit": communication only through the host/messenger without public calls.

Blacklist of triggers for auto-escalation: account blocking, payment dispute, disrupted transfer, number overbooking.

5) Escalation matrix

Line 1: VIP-Desk/host agent (T0).

Line 2: duty manager/technical support of games (T0 + 10-15 min).

Line 3: pit boss/director of table games or head of product (online) (T0 + 30 min).

Line 4: VIP Director/COO (T0 + 60 min).

For payments: L2 finance → risk/AML → acquiring bank (SLA agreed separately).

6) Tasks closed by premium support

Booking and priority on tables/limits, private tables, chip exchange rate.

Credit line/marker, front money, SoF/SoW verification.

Payments/cashouts, multicurrency, limits and fees.

Tournaments/events: registration, rebai, schedule, guest lists.

Travel logistics: flights, transfers, late check-in, meals, tickets.

Analysis of transactions, adjustment of computers, F & B/SPA accruals.

Online pairing: input/2FA, geo, sessions, discounts, cache drops.

7) Quality metrics (target thresholds)

FCR (solution from the first contact) ≥ 85-90%.

AHT: telephone ≤ 6 min; chat ≤ 5 min.

Abandon rate in the VIP queue ≤ 2%.

— SLA attainment ≥ 95%.

— Reopen rate ≤ 5%.

— CSAT ≥ 95%; NPS VIP ≥ 70.

Recovery rate (successful service recovery) ≥ 90%.

8) Service recovery (compensation for events)

Delay P1> SLA: free play/bonus play by level matrix (VIP/VVIP) + priority for the next tournament.

Overbooking numbers: immediate upgrade + F&B credit; in case of transfer failure - separate transfer/return.

Billing/computer error: correction on the same day, written report.

Waiting time> 10 min in VIP lounge: standard drinks/lounge credits.

* All conditions are fixed in writing until the case is closed. *

9) Security and privacy

2FA, code word, route/date disclosure restriction.

PII minimization in instant messengers; documents - only through secure channels.

Least privilege storage and access; logging of all actions.

Phishing stop list: the support never asks for a PIN/full card number.

10) Compliance for Australians

AML/CTF (AUSTRAC): transaction monitoring, reporting thresholds, SoF/SoW verification.

Responsible Gambling: time limits/bankroll, self-exclusion, cooling, info sheets.

Privacy: Australian Privacy Principles (APP) - transparency of goals, right to access/correct, incident notifications.

Call records: consent; storage according to the operator's policy.

11) Support tools

CRM/CDP with VIP card (ADT/Theo, preferences, incident history).

ACD/IVR with priority, callback, call recording.

Co-browse/remote assist (online), ticket system (SLA/escalation), KMS.

Real-time deshboards: SLA, queue, P1 triggers.

12) Onsite protocol (casino/hotel)

Floor contact (pit boss/host) + backup line.

Reaction time to the incident at the table ≤ 2 min; solution/transfer ≤ 10 min.

Private corridors/elevators, "no cameras/no press" on request.

Incidents are recorded by the act; copy - to the player/profile.

13) Online Protocol

Discount/session disruption: instant resync, analysis of the hand log/spins, balance adjustment.

Blocking/2FA/geo: recovery via host after KBA/docking check.

Payment disputes: payment tracing, bank confirmation, refund terms.

14) Reporting and transparency

Ticket with number, owner, SLA and time of the next update.

Post-incident report (root cause + measures) for P1/P2 within 24 hours.

Monthly VIP digest: metrics, trends, promises fulfilled.

15) Setting up for the player

"Preference card": drinks/meals, rooms, limits, desired tables/disciplines, communications.

Travel risk profiles: necessary documents, visas, insurance, cache limits.

16) How to connect to a premium support (step by step)

1. Complete KYC/SoF/SoW, confirm channels and codeword.

2. Specify SLA expectations, silence windows, reporting format.

3. Before the trip: flights, transfers, booking tables/events, cashout currency.

4. On the day of the game: host contact, limits, backup payment method.

5. After - a short feedback; update the "preference card."

17) What to submit in circulation (template)

ID (ID/card), channel/location, date/time, table/game/machine, amount/transaction, desired result, attachments (screen/check).

Specify criticality (P1-P4) - will speed up routing.

18) Risk management and fault tolerance

Plans B/C: reserve tables/halls, spare transfer routes, generators.

Payment gateway failures: manual markers/paper vendors before recovery.

Team training: P1 simulations quarterly.

19) Quality improvement methods

VOC/CSAT after each P1/P2; analysis of cases; KMS updates.

Tracking triggers churn/save-rate; predictive alerts (discounts, queues).

20) Responsible play

Personal limits and cooling-off at the profile level; host helps to configure.

Support is obliged to offer assistance resources if it sees risk patterns.

Bottom line: premium support for Australians is clear SLAs, personal responsibility and secure channels. Capture expectations, use escalation and require transparent reports - this makes the quality of service predictable and consistent with your premium level.