Support SLAs
"I really like the support I’ve received from Dynatrace on several occasions – responsive, honest, accurate."
Response times
Initial contact SLA
| Dynatrace ONE | Dynatrace ONE Premium | |
|---|---|---|
| 1: Critical | 4 business hours | 2 hours |
| 2: High | Next business day | 4 hours |
| 3: Medium | 2 business days | Next business day |
| 4: Low | 4 business days | 2 business days |
Severity classifications
| Severity | Description |
|---|---|
| 1: Critical | Dynatrace product or mentioned application unavailable. No workaround available. |
| 2: High | Partial product downtime, code functionality not available, or significantly degraded monitored application performance. No workaround available. |
| 3: Medium | Non-critical loss or impact to the Dynatrace product or monitored application. Workaround available. |
| 4: Low | Other Dynatrace product defects, documentation errors, or other low-priority issue. |
Version Support
| Product & Component | Dynatrace ONE | Dynatrace ONE Premium |
|---|---|---|
| Dynatrace SaaS | ||
| OneAgents | 9 months | 12 months |
| ActiveGates | 9 months | 12 months |
| Dynatrace Managed | ||
| OneAgents | 9 months | 12 months |
| ActiveGates | 9 months | 12 months |
| Cluster | 3 months1 | 4 months1 |
1 Cluster updates are fully automated. Customers may delay updates but cannot skip them.
Dynatrace support policy for Application Monitoring, Data Center RUM and Classic Synthetic