Okta Customer Support and Success Services
Okta Customer Support and Success Services terms are subject to the terms of the Okta Master Subscription Agreement (“Agreement”), and capitalized terms not defined here will have the meaning specified (if applicable) in the Agreement.
Customer success is a core value at Okta and we pride ourselves on providing an outstanding customer experience. This starts with the way we’ve designed our product, and extends to the way we partner with our customers during and after deployment.
Okta support and success offerings:
In the event that a Service-affecting issue is detected by Okta or reported by Customer, Okta shall, in its reasonable discretion, categorize the Priority Level pursuant to the criteria below.
Because the Okta Access Gateway product is on-premise software, unique descriptions and examples apply to that product’s priority levels, as follows.
Okta will use reasonable efforts to adhere to the following response times pursuant to the Support Service package indicated on the Order Form (Premier, Premier Access, Premier Plus, or Basic):
Okta Premier provides the following benefits to the Customer:
Premier Access Details
Okta Premier Access provides the following benefits to the Customer:
Premier Plus Details
Okta Premier Plus provides the following benefits to the Customer: