Support SLAs
"I really like the support I’ve received from Dynatrace on several occasions – responsive, honest, accurate."
Response times
|
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 production product or mentioned production 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.