Customer Success + Support Packages
Basic | Premier | Premier Access | Premier Plus | ||
---|---|---|---|---|---|
Support Services | Support Availability | 12/5 | 24/7/365 | 24/7/365 | 24/7/365 |
Priority 1 Response SLA | 24 hours | 1 hour | 1 hour | 1 hour | |
VIP Support Line | N/A | N/A | N/A | Included | |
Mission Critical Tech | N/A | N/A | N/A | Add on ($) | |
CSM Services | Named CSM | N/A | N/A | Included (1:20) | Included (1:6) |
Additional CSM Time | N/A | N/A | N/A | Add on ($) | |
Kick-off Meeting | N/A | N/A | Virtual | Onsite | |
Success Meeting | N/A | N/A | Quarterly/ Virtual | Monthly/ Onsite | |
Business Reviews | N/A | N/A | Semi-annual/ Virtual | Quarterly/ Onsite | |
Oktane Conference | Add on ($) | Add on ($) | Add on ($) | 2 Passes Annually | |
Education Services | Instructor-led Training (ILT) | Add on ($) | Add on ($) | Add on ($) | Add on ($) |
Training Discount | N/A | 20% Discount on all public ILT classes | 20% Discount on all public ILT classes | 20% Discount on all public ILT classes |
Basic Success
Item |
Details |
---|---|
Training |
As a Basic Success customer, your team will benefit from:
Basic Success customers can optionally purchase and enroll in Okta Instructor-led training courses, which include hands-on labs. Purchased Instructor-led training must be taken within twelve (12) months of purchase, or the seats will be forfeited. Courses, content, and language availability are limited, and are subject to change without notice at Okta’s sole discretion. Online content may be accessed via websites only designated by Okta. |
Customer Support |
-Phone Support: Customers have access to a toll-free line to contact Okta customer support engineers, 12 hours a day, 5 days a week. |
Premier Success
Item |
Details |
---|---|
Training |
-As a Premier Success customer, your team will benefit from:
Purchased Instructor-led training must be taken within twelve (12) months of purchase, or the seats will be forfeited. Courses, content, and language availability are limited, and are subject to change without notice at Okta’s sole discretion. Online content may be accessed via websites only designated by Okta. |
Customer Support |
-Phone Support: Customers have access to a toll-free line with priority call routing to Okta customer support engineers, 24 hours a day, 7 days a week |
Premier Access Success
Item |
Details |
---|---|
Named Customer
|
The named CSM, who is a product expert and customer advocate, will work with you remotely up to one (1) day per month. This one-on-one contact allows for a highly personalized and proactive experience. The CSM will gain understanding of your business challenges to ensure you are set to make the most of Okta’s product features as your identity and access management needs evolve. |
Health + Adoption
|
Your named CSM will conduct quarterly, comprehensive Adoption reviews with your team, assessing your organization’s use of Okta, including major categories such as: Business, Service Usage, Application Adoption, and Product Functionality. |
Semiannual Business
|
Additionally, your CSM will meet with you remotely to conduct a broader Semiannual Business Review, where Okta’s Product Roadmap will be shared, and we’ll aim to understand your upcoming initiatives and help align Okta’s existing and upcoming capabilities to help you reach your goals. |
Training |
-Unlimited access to a library of self-paced training videos and Getting Started guides |
Customer Support |
-Phone Support: Customers have access to a toll-free line to contact Okta customer support engineers, 24 hours a day, 7 days a week. |
Premier Plus Success
Item |
Details |
---|---|
Named Customer
|
Your named Customer Success Manager (CSM), who is a product expert and customer advocate, will work with you onsite up to two (2) days per month. This one-on-one contact allows for a highly personalized and proactive experience. The CSM will gain a deep understanding of your business challenges to ensure you are set to make the most of Okta’s product features as your identity and access management needs evolve. |
Health + Adoption
|
Your named CSM will conduct monthly, comprehensive Health Checks with your team, assessing your organization’s use of Okta, including major categories such as: Business, Service Usage, Application Adoption, and Product Functionality. |
Quarterly Business
|
Additionally, your CSM will meet with you on-site quarterly to conduct a broader Quarterly Business Review, where Okta’s Product Roadmap will be shared, and we’ll aim to understand your upcoming initiatives and help align Okta’s existing and upcoming capabilities to help you reach your goals. |
Training |
-Unlimited access to a library of self-paced training videos and Getting Started guides
Purchased Instructor-led training must be taken within twelve (12) months of purchase, or the seats will be forfeited. Courses, content, and language availability are limited, and are subject to change without notice at Okta’s sole discretion. Online content may be accessed via websites only designated by Okta. |
Customer Support |
-Customers have access to a toll-free line with priority call routing to Okta customer support engineers, 24 hours a day, 7 days a week |
Oktane |
Customers will receive (2) full-conference passes to attend Okta’s annual customer conference. This conference includes breakout sessions, access to Okta experts and CSM team, and hands-on labs. These passes will not include travel expenses. Additional passes and pre-conference training passes must be purchased separately. |