Dynatrace support policy for classic products

April 2021

End of support is on March 31, 2021

AppMon & UEM and NAM reached the end of support on March 31, 2021. Please take a look at the all-in-one Dynatrace software intelligence platform which supersedes AppMon and NAM!

If you hold a perpetual AppMon & UEM or NAM license, you can continue running it unsupported. This is not recommended due to the lack of fixes and security patches! For that purpose, we will continue providing access to your product license (contact implementations@dynatrace.com) and the software.

However, it wouldn't be possible to open support tickets after March 31, 2021, except you already purchased extended or premium support. For further questions please take a look at the Open Q&A community.

Extended Support Overview for AppMon and NAM

Level of Support Extended Support Premium Extended Support
Hours of operation Monday – Friday 8am – 5pm Local Time1 24x7x365
Guaranteed Response Times Green star Green star
Software updates / fixes Green star Green star
Dynatrace Support Center Green star Green star
Dynatrace Community Green star Green star
Dynatrace University Green star Green star
Communication Methods Web Web, Phone
Language English only English only
Priority ticket handling No Green star

1 Local time defined by the time of day at the location of the customer creating the support ticket.

Extended Support Terms

Only Critical (1) and High (2) severity2 bugs in supported environments (AppMon 2018 October and Dynatrace NAM 2019) will receive initial evaluation, and, if Dynatrace determines in its sole discretion that a commercially reasonable solution can be made available, Dynatrace will provide a bug fix.

Only stable existing environments are supported. There will be no deployment of new applications or application versions, major environment changes, or the like.

Extended Support is offered as a one-time extension option as set forth in the applicable Order Form, without renewal or further extension.

Response times (initial contact SLA)

Standard Support Premium Support
1: Critical 4 business hours 2 hours
2: High Next business day 4 hours
3: Medium N/A N/A
4: Low N/A N/A

Severity classification

Severity Description
1: Critical Dynatrace product or mentioned application unavailable. No workaround available.
2: High Partial product downtime or code functionality not available or significant degradation or 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 products defects, documentation error, other low priority issue.

Version support

Product Standard Support Extended Support Premium Extended Support
AppMon 2018 October March 31, 2021 March 31, 2022 March 31, 2022
Dynatrace NAM 2019 March 31, 2021 March 31, 2022 March 31, 2022