Dynatrace ONE Premium

"The fast response and quick handling has been a great experience! In our weekly coaching sessions we’ve been introduced to Best Practices that we didn’t even realize we needed to know."

Dynatrace One

Dynatrace ONE Premium explained in 2 minutes

Accelerate adoption & engagement

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Dynatrace ONE vs. Dynatrace ONE Premium

Dynatrace ONE Premium even exceeds the quick, easy, and seamless support of Dynatrace ONE.

Dynatrace ONE Dynatrace ONE
Onboarding & continued enablement
Dynatrace community & documentation
Digital onboarding & enablement
Dynatrace University education access
Dynatrace University teams
Architectural planning & deployment checklist
Health & progress visibility
Service Quality & Availability reports
Deployment & Product Adoption report, User Adoption report
Expert review of Service Quality Report and Availability Report
Customer product support
Dynatrace Mission Control 24/7 24/7
Customer Support Center access
Customer Support hours of operation 8/5 x business days 24/7 x 365
Support ticket response time
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Critical: 4 business hours
High: next business day
Medium: 2 business days
Low: 4 business days
Critical: 2 hours
High: 4 hours
Medium: next business day
Low: 2 business days
Priority ticket handling
Sev1 guaranteed update frequency Daily
Communication methods Web, chat Web, chat, phone
Proactive engagement & analysis
Live chat
Prioritized chat availability 24/5
Customer success plan Self-guided
Quarterly business reviews
Weekly on-boarding or coaching sessions
Designated Customer Success Manager
Designated Product Specialists


“A key characteristic of the Dynatrace ONE model is the colocation of the service staff with engineering, product and sales teams. This enables Dynatrace to be more agile and respond to customer needs in a much more integrated way, as the different business units work closely together.”
Gartner, SWOT: Dynatrace, Application Performance Monitoring, Worldwide, Federico De Silva and Charley Rich, 31 August 2018

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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
Agents 9 months 12 months
Security Gateways 9 months 12 months
Dynatrace Managed
Agents 9 months 12 months
Security Gateways 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

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.