Dynatrace ONE Premium

Accelerate adoption & engagement

"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.”

Download the Dynatrace ONE Premium fact sheet

Dynatrace One

Chat

Always on Live Chat

In-product. Always on. There when you need it. Instant access to Dynatrace Product Specialists.

Experts

Dedicated expertise

A designated Product Specialist and Customer Success Manager help you drive value from Dynatrace.

Chat

24/7 Premium support

Unparalleled response times and daily updates for Sev1 tickets. Giving you help and guidance when you need it.

Checklist

Plan for success

Establish a blueprint for growth and track progress toward your goals with customized success plans.

Dynatrace ONE Premium explained in 2 minutes

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Dynatrace ONE vs. Dynatrace ONE Premium

Dynatrace ONE Dynatrace ONE
Premium
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
learn more
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

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