FAQs on Ultra features

Fast track support FAQs

What is fast-track support?

Fast-track support is a priority support service included in the Xero Ultra plan It gives customers priority access to Xero experts who understand the complexity of growing businesses.

How is fast-track support different from standard Xero support?

Standard Xero support is available to all customers. Fast-track support prioritises Ultra customers ahead of the standard queue and connects them with Xero experts who are familiar with more complex business setups and issues.

How do I access fast-track support?

Fast-track support is included in the Xero Ultra plan. Once you purchase Ultra, you can access fast-track support directly through your Xero account.

What types of issues can fast-track support help with?

Fast-track support is designed for complex issues that require deeper expertise. For straightforward questions, Xero Central has a comprehensive library of guides and resources.

What are the hours of availability for fast-track support?

Fast-track support gives you front-of-queue access to a Xero expert when you need it. Coverage spans across time zones so you can reach our team around the clock. For your Syft account, the Syft support team is also available to help.

Data restore FAQs

What is Data Restore?

Data Restore is a managed, high-priority data service included in the Xero Ultra plan. It helps businesses address specific data errors without performing a full file rollback, so valid work is preserved in the process.

How is Data Restore different from a standard backup?

A standard backup typically requires a full file rollback, which means losing any valid work completed after the backup point. Data Restore takes a more targeted approach — helping to isolate and remove specific errors while keeping everything else intact.

How far back can I restore my data?

The service covers data up to six months prior to your request.

How many times can I use Data Restore?

Data Restore is available up to twice per year.

How do I access Data Restore?

Data Restore is included in the Xero Ultra plan. To lodge a Data Restore request, contact Xero's fast-track support team through your Ultra plan