Dynatrace support policy for classic products

April 2018

Support services overview

Level of Support Standard Support Premium 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 Green star
Early Access Program Green star
Extended version support Green star

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



Response times (initial contract SLA)

Standard Support Premium Support
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 4 business days



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 Premium Support
Application Monitoring (AppMon) 18 month 24 months2
Data Center Real-User Monitoring (DC RUM) 24 months 36 months2
Classic Synthetic n/a n/a

2 Critical issues only