I have not needed premium support yet, but could I suggest a few small improvements
on the page Getting Support | Virtualmin — Open Source Web Hosting Control Panel
Can you change the following line
For quick and reliable assistance, feel free to contact our team via private message; your tickets are always free.
→
For quick and reliable assistance, feel free to contact our team via a forum private message; your tickets are always free.
This just makes it clearer that the suer should use the forum and there is not another communication method from with the “word press” user area
Have a ‘prosupport’ user in discourse
Another thing is if I have a pro support request who should I send it to? I have to know the staff user names or that there is a at:staff user group. Because I have been active on the forum I know these but a newbie might not.
I would mention this on the page mentioned above giving something like this
For quick and reliable assistance, feel free to contact our team via the forum by sending a private message to the user prosupport; your tickets are always free.
Conclusion
These will make the pro support system easier to access and use
p.s. I don’t mean the replies or the help all of the team give, this is second to none.