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Dynatrace Customer Success and Product Support

Unparalleled support for enterprises to harness the full power of unified observability and security with Dynatrace

Guidance at each step of your journey to cloud done right

  • Accelerate adoption of advanced capabilities

    Embed the Dynatrace Platform throughout your enterprise

  • Unlock transformative, long-term value

    Access best-practices and expertise to innovate faster, more efficiently

  • Foster gamechanging relationships

    Partner with a team that knows your business objectives

Partnership that powers better business outcomes

Our team breaks down traditional siloes to ensure your entire organization adopts and gets the most value possible from the Dynatrace platform through:

  • Dtone in product

    Live in-product assistance

    From Technical Product Specialists, Support Engineers, and Customer Success Managers

  • Dtone ongoing expertise

    Ongoing expertise and support

    That accelerates adoption, automation, and value across the enterprise.

  • Dtone success planning

    Customized success planning

    Built around your team, environment, and unique business objectives.

  • Dtone education

    Continuous education

    Through the resources, training, and certification of Dynatrace University.

Standard vs. Enterprise Success and Support

Leverage customers success and product support to harness the full capabilities of observability and security with Dynatrace. By combining proactive customer guidance and support, technical account management, flexible contact options, and proven expertise, organizations modernize their clouds and drive end-to-end adoption of the Dynatrace Platform.

Standard Support

Enterprise Success & Support

Dynatrace platform SLA



Support access

Business hours (M-F)


Support channels

Community, chat, web

Community, chat, web

Initial response time

Critical: 4 business hours
High: next business day
Medium: 2 business days
Low: 4 business days

Critical: 30 minutes
High: 4 hours
Medium: next business day
Low: 2 business days

Dynatrace University

Priority chat & ticket handling

Proactive monitoring of Dynatrace environment1

Named support escalation path

Support engagement overview & analysis

Technical Account Management via Named Customer Success Engineer

Named Customer Success Manager

Version Support2

9 months

12 months

1 Set up of a Dynatrace Saas Environment to monitor and alert on the health of a customer's Managed environment.

2 Timeframes indicated commence upon version release date. More details on supported versions can be found here.

Try it free

See our unified observability and security platform in action.
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