Dynatrace support policy for classic products
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 email@example.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|
|Software updates / fixes|
|Dynatrace Support Center|
|Communication Methods||Web||Web, Phone|
|Language||English only||English only|
|Priority ticket handling||No|
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|
|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.|
|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|