Dynatrace ONE
Transforming the customer experience ONE conversation at a time
Dynatrace experts are available to every customer, and will answer any question you have, when you have it, from the context of your Dynatrace environment…within minutes. We broke down the silos that exist in traditional support organizations and brought together Technical Product Specialists, Support Engineers, and Customer Success Managers. These teams are co-located with our R&D organization to provide the assistance you need, faster.
Dynatrace ONE Premium
Dynatrace ONE Premium delivers an ever more personalized and proactive customer experience with dedicated experts focused on your business success. Our team of highly skilled consultants deliver strategic guidance and leadership designed to drive innovation through weekly coaching sessions and continuous enablement.
Live in-product assistance
In-product. Always on. There when you need it. Instant access to Dynatrace Product Specialists.
Dedicated expertise
A designated Product Specialist & Customer Success Manager help you drive value from Dynatrace.
24/7 premium support
Unparalleled response times and continuous updates of support tickets. Giving you help and guidance when you need it.
Plan for success
Establish a blueprint for growth and track progress toward your goals with customized success plans.
Dynatrace ONE explained in 2 minutes
Dynatrace ONE is an industry leading customer support and enablement offering. Take a behind the scenes look at our team in action!
Dynatrace ONE
VS.
Dynatrace ONE Premium
Dynatrace ONE Premium even exceeds the quick, easy, and seamless support of Dynatrace ONE.
| 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 |
| Dynatrace SaaS SLA | 99.5% | 99.9% |
| Technical Support access |
|
|
| Technical 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 |
|
|
| Communication methods | Web, chat | Web, chat, phone |
Proactive engagement & analysis |
||
| Live in-product assistance |
|
|
| Prioritized chat availability 24/5 |
|
|
| Customer success plan | Self-guided |
|
| Strategic business reviews |
|
|
| Weekly on-boarding or coaching sessions |
|
|
| Designated Customer Success Manager |
|
|
| Designated Technical Product Specialist |
|
The customer journey
From product Adoption to software delivery Acceleration and cloud operations Automation; our expertise helps you get the most out of our Dynatrace Platform.
Adopt
Engage with pro-active onboarding and support to adopt Dynatrace at hyperscale
Accelerate
Collaborate with Dynatrace expertise to accelerate your software delivery
Automate
Automate your software delivery and cloud operations with the Dynatrace Software Intelligence Platform