Standard vs. Enterprise Success and Support
Leverage customers success and product support to harness the full capabilities of observability and security with Dynatrace. By combining proactive customer guidance and support, technical account management, flexible contact options, and proven expertise, organizations modernize their clouds and drive end-to-end adoption of the Dynatrace Platform.
Standard Support | Enterprise Success & Support | |
|---|---|---|
Dynatrace platform SLA | 99.5% | 99.95% |
Support access | Business hours (M-F) | 24/7/365 |
Support channels | Community, chat, web | Community, chat, web |
Initial response time | Critical: 4 business hours | Critical: 30 minutes |
Dynatrace University | ✓ | ✓ |
Support escalation path | ✓ | ✓ |
Support engagement overview and analysis | ✓ | |
Priority chat & ticket handling | ✓ | |
Ongoing Guidance | ✓ | |
Success Planning | ✓ | |
Technical Oversight | ✓ | |
Environment Assessments and Configuration Reviews | ✓ | |
Version Support1 | 9 months | 12 months |
1 Timeframes indicated commence upon version release date. More details on supported versions can be found here.