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:

  1. Basic

  2. Premier

  3. Premier Access

  4. Premier Plus

 

Priority Levels:

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.

Priority Levels

Description

Examples

1

A Service failure or severe degradation.  Customer is unable to access any business resources.  

Service is down and not accessible by Users; Service is slowed to such a degree that multiple Users cannot log in, resulting in consistent “page not found errors” or similar.

2

A partial Service failure or mild degradation. Customer is able to access some but not all business resources.  

Customer lacks write-access to the administrative feature of the Service (excluding regularly scheduled Service upgrades); Users can access the Service, but access is slow, sometimes resulting in “page not found” messages or similar, with access functioning as expected upon page refresh.

3

Minor Service impact.  Customer is able to access almost all business resources.

Non-critical individual third party applications such as “personal email” are not accessible by all Users; one User is not able to access a business application; Customer is unable to successfully integrate a new business application with the Service.
4

Service feature enhancement.  Customer is able to access all business resources and is requesting a Service feature enhancement.

Service feature enhancement requests.

Because the Okta Access Gateway product is on-premise software, unique descriptions and examples apply to that product’s priority levels, as follows.

Priority Levels

Description

Examples

1

A failure or degradation of the Okta Access Gateway server resulting in the inability to access critical business resources.  No immediate mitigation options available.  

Okta Access Gateway server is down and/or not accessible by multiple Users; application or configuration defects or errors prevent access to critical business systems or similar.

2

A partial failure or mild degradation of the Okta Access Gateway. Customer is able to access some but not all business resources.   

Users can access some business resources.  “High Availability” configuration allows application access, but at a reduced capacity/fault-tolerance.  Customer is unable to perform administrative/configuration changes or updates.

3

Minor degradation of the Okta Access Gateway.  Customer is able to access almost all business resources, or is experiencing non-critical errors.

A single User is not able to access a business application; non-critical errors are encountered while authenticating via or configuring Okta Access Gateway.  Customer-initiated upgrade requests.
4

Customer is able to access all business resources.  Feature request or how-to/product-functionality questions.

How-to and training questions.  Pre-production setup/configuration questions.  Feature requests.

Response Times:

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):

Premier, Premier Access, and Premier Plus Response Time for the Service during 24x7 Support hours

If Customer selects a Priority Level 1 case priority, they commit to continuous 24x7 availability for engagement with Okta support until issue resolution. Okta may reduce case priority to a lower Priority Level at its discretion.

Priority Level

First Response
1

1 hour
2

2 hours
3

2 hours
4

8 hours

Basic Response Time for the Service during Business Support hours

Priority Level

First Response
1

4 hours
2

12 hours
3

24 hours
4

24 hours

Premier Details

Okta Premier provides the following benefits to the Customer:

Benefit

Details
Education Services
  • 20% discount on Premier Learning Pass
  • 20% discount on Instructor-Led-Training

Okta provides training in accordance with Okta’s then-current training services terms. Courses, content, and language availability are limited and are subject to change without notice at Okta’s sole discretion. Online content may be accessed only via websites designated by Okta. Discounts are based on then-current pricing in effect at time of purchase.
Priority Phone Support
  • Customer has access to a toll-free line with priority call routing to an Okta support engineer, 24 hours a day, 7 days a week
  • Unlimited support calls
  • Online cases are responded to within the timeframes defined in the response times above
Online Customer Support
  • Customer may submit cases easily online at https://support.okta.com
  • Online cases are responded to within the timeframes defined in the response times above

Premier Access Details

Okta Premier Access provides the following benefits to the Customer:

Benefit

Details
Education Services
  • 20% discount on Premier Learning Pass
  • 20% discount on Instructor-Led-Training

Okta provides training in accordance with Okta’s then-current training services terms. Courses, content, and language availability are limited and are subject to change without notice at Okta’s sole discretion. Online content may be accessed only via websites designated by Okta. Discounts are based on then-current pricing in effect at time of purchase.
Priority Phone Support
  • Customer has access to a toll-free line with priority call routing to an Okta support engineer, 24 hours a day, 7 days a week
  • Unlimited support calls
  • Online cases are responded to within the timeframes defined in the response times above
Online Customer Support
  • Customer may submit cases easily online at https://support.okta.com
  • Online cases are responded to within the timeframes defined in the response times above
Customer Success Manager (“CSM”)
  • Customer Success Manager (“CSM”) will be provided to Customer. The CSM will provide the following:
    • Regular Communication: Customer may engage the CSM via email or phone as needed (ad hoc communication) with questions, requests for information, support case escalation assistance, or for other assistance.
    •  Standard Success Meeting: meet with the Customer remotely to review on-going Service and Support Services performance, plan/coordinate for ongoing and upcoming activities, and review adoption metrics.
    • Standard Business Review: conduct a business review to include sharing a prescriptive product roadmap, mapping Okta current and planned capabilities to the Customer’s initiatives plan, conducting a health check of Customer’s usage of Okta, and broker strategic planning discussions between Customer’s executive sponsor(s) and an Okta executive sponsor.
    • Be a Customer Advocate: be a proactive focal point into Okta to address business and technical hurdles, coordinate technical deep dive meetings with Okta product management or engineering to discuss planned or upcoming Okta features, and be an advocate for prioritizing Customer’s feature requests with the Okta Product Management Team.
    • Change Management: coordinate issue management, escalation, and resolution with Okta support to minimize service impacts to Customer, and provide advance notification of software releases or changes which may impact the Customer.
    • Special Access Programs: advise Customer of opportunities to participate in early access Okta features.
    • Best Practices and Education: will advise Customer of best practices specific to its current or planned use of Okta.
Premier Access Success Kickoff
  • The Okta CSM will conduct a Premier Access Success kickoff meeting virtually, two to three weeks after the start of the Premier Access Success term.
  • The purpose of the Premier Access Success kickoff meeting is to introduce the Customer’s team to the Okta CSM, familiarize Customer with how to use Okta Support Services, training, and success & adoption resources and processes available through the Premier Access Success entitlement.

Premier Plus Details

Okta Premier Plus provides the following benefits to the Customer:

Benefit

Details
Education Services
  • 20% discount on Premier Learning Pass
  • 20% discount on Instructor-Led-Training

Okta provides training in accordance with Okta’s then-current training services terms. Courses, content, and language availability are limited and are subject to change without notice at Okta’s sole discretion. Online content may be accessed only via websites designated by Okta. Discounts are based on then-current pricing in effect at time of purchase.
Priority Phone Support
  • Customer has access to a toll-free line reserved solely for Premier Plus customers, with priority call routing to an Okta Support Engineer, 24 hours a day, 7 days a week
  • Unlimited support calls
  • Online cases are responded to within the timeframes defined in the response times above
Online Customer Support
  • Customer may submit cases easily online at https://support.okta.com
  • Online cases are responded to within the timeframes defined in the response times above
Customer Success Manager (“CSM”)
  • Customer Success Manager (“CSM”) will be provided to Customer. The CSM will provide the following:
    • Regular Communication: Customer may engage the CSM via email or phone as needed (ad hoc communication) with questions, requests for information, support case escalation assistance, or for other assistance.
    •  Custom Success Plan: meet with the Customer remotely to review on-going Service and Support Services performance, plan/coordinate for ongoing and upcoming activities, and review adoption metrics.
    • Custom Business Review: conduct a business review to include sharing a prescriptive product roadmap, mapping Okta current and planned capabilities to the Customer’s initiatives plan, conducting a health check of Customer’s usage of Okta, and broker strategic planning discussions between Customer’s executive sponsor(s) and an Okta executive sponsor.
    • Be a Customer Advocate: be a proactive focal point into Okta to address business and technical hurdles, coordinate technical deep dive meetings with Okta product management or engineering to discuss planned or upcoming Okta features, and be an advocate for prioritizing Customer’s feature requests with the Okta Product Management Team.
    • Change Management: coordinate issue management, escalation, and resolution with Okta support to minimize service impacts to Customer, and provide advance notification of software releases or changes which may impact the Customer.
    • Special Access Programs: advise Customer of opportunities to participate in early access Okta features.
    • Best Practices and Education: will advise Customer of best practices specific to its current or planned use of Okta.
Premier Plus Success Kickoff
  • The Okta CSM will conduct a Premier Plus Success kickoff meeting virtually, two to three weeks after the start of the Premier Plus Success term.
  • The purpose of the Premier Plus Success kickoff meeting is to introduce the Customer’s team to the Okta CSM, familiarize Customer with how to use Okta Support Services, training, and success & adoption resources and processes available through the Premier Plus Success entitlement.

Dedicated Premier Plus Add-On Resources (“Add-On Resources”)

  1. Dedicated Customer Success Executive

The Dedicated Customer Success Executive Service (“Dedicated CSE Service”) subscription term begins on the applicable Order Form’s start date and ends on the Order Form’s end date. The Dedicated CSE Service is a service which assists the Customer on topics including but not limited to best practices, change management, and strategic planning specific to the Customer’s current or planned use of Okta and provides access to a Dedicated Customer Success Executive (“Dedicated CSE”) who is assigned and dedicated to the Customer and serves in an advisory role and as a customer advocate. The Dedicated CSE is available ninety (90) days after the initial subscription term start date (“CSE Mobilization Period”).  During the CSE Mobilization Period, Okta shall provide a Customer Success Manager, who will provide regular communication and may also assist the Customer on topics including but not limited to onboarding, go-live activities, and usage metrics. The Customer may engage the CSM via email or phone as needed with questions, requests for information, or for other assistance.The Dedicated CSE will be available Monday through Friday, during standard business hours, subject to Okta’s reasonable discretion. The Dedicated CSE will not be available to the Customer on Non-Attendance Days. “Non-Attendance Days” means seven (7)  Administrative Days during a 12-month term (or the pro-rated number of days for the applicable subscription term), plus the regional provision for public holidays recognized by Okta and paid time off (for example, vacation, sick time). “Administrative Days” mean internal training days, volunteer time off, and employer-required attendance at company events. The fees for the Dedicated CSE Service may be applied only to the Dedicated CSE Service activities and not toward the purchase of any other Okta product or service (including, without limitation, Service subscriptions, other or additional Support Services, or Professional Services). For clarity, the Dedicated CSE Service does not include delivery of implementation services (such as configurations or creation of any code destined for production use) but can provide input as set forth herein. Any code or Service configurations made available to the customer by Okta in connection with the Dedicated CSE Service are for illustrative and demonstrative purposes only and are not for use in production.

The Dedicated CSE Service will be provided remotely unless otherwise approved by Okta in its sole discretion.

  1. Mission Critical Support

The Mission Critical Support Services (“Mission Critical Support”) subscription term begins on the applicable Order Form’s start date and ends on the Order Form’s end date. Mission Critical Support is a support service which advises Customer on topics including but not limited to trouble-shooting and reported service-affecting issues and provides access to a Mission Critical Support Engineer (“MCSE”) who shall serve as the Customer’s primary technical point of contact. 

The MCSE shall participate in business and case review meetings with the Customer as mutually agreed to by Okta and Customer. Response times and priority levels shall be as set forth in the Support Services tables above. The MCSE will be assigned all cases properly submitted by the Customer, unless Okta in its sole discretion determines that a response time and/or priority level deadline requires re-assignment of any such case to another resource. The MCSE is available ninety (90) days after the initial subscription term start date (“MCSE Mobilization Period”).  During the MCSE Mobilization Period, Okta shall provide online support at https://support.okta.com (or its successor site)  and a toll-free line reserved solely for Premier Plus customers, with priority call routing to an Okta Support Engineer, 24 hours a day, 7 days a week. Mission Critical Support is a regional-based offering and will be available only to the named Customer contacts Monday through Friday, during standard business hours, subject to Okta’s reasonable discretion. Mission Critical Support will not be available to the Customer on Non-Attendance Days. The fees for Mission Critical Support may be applied only to Mission Critical Support activities and not toward the purchase of any other Okta product or service (including, without limitation, product subscriptions, support, or professional services).  For clarity, the Mission Critical Support  does not include delivery of implementation services (such as configurations or creation of any code destined for production use).  

Mission Critical Support will be provided remotely to the Customer unless otherwise approved by Okta in its sole discretion.

 

50% Dedicated MCSE

100% Dedicated MCSE

Number of Named Contacts
  • 5 within the region where the Okta support representative is located  
  • 10 within the region where the Okta support representative is located

Geography
  • Regionally based and supports customers in the same region
  • Regionally based and supports customers in the same region

Scope
  • Single point of contact for all technical issues, in-depth troubleshooting
  • Familiarity with customer architecture
  • Rapid resolution of technical issues
  • Single point of contact for all technical issues, in-depth troubleshooting
  • Familiarity with customer architecture
  • Rapid resolution of technical issues

 

  • References to regions relate to geographic areas Okta has mapped Support Services resources to;
  • The purchase of Add-On Resources is non-cancelable, non-transferable, and fees paid are nonrefundable. If the Customer does not use the Add-On Resources purchased during the applicable subscription term, fees paid by the Customer may not be refunded, extended, rolled over to another subscription period, or applied to another account or Okta product, Service or Professional Services.
  • Travel-related expenses incurred by Okta in performing Support Services requested by Customer will be separately invoiced to, and reimbursed by, the Customer in accordance with the Okta Travel and Expense policy.
  • Services provided by Add-On Resources shall not result in a transfer of intellectual property rights between the parties. Any code or Service configurations made available to the Customer by Okta in connection with the Add-On Resources are for illustrative and demonstrative purposes only and are not for use in production
  • Customer may request to have the same Add-On Resource assigned for an additional term by submitting such request at least forty-five (45) days prior to the Order Form subscription end date.

 

Real-Time Information Via Okta’s Trust Page:

Customer may access real-time information on security and Okta system performance at www.okta.com/trust.

 

Auth0 Platform Support Program

This document (the “Support Program”) contains the Support Program description for the support services provided to Customer pursuant to an Order Form and Agreement under which Customer acquired its rights to use the Auth0 Platform (as provided in the PSS). The Support Program applies to production Tenants of the Auth0 Platform only.

1. Definitions.

Except as otherwise expressly defined in this Support Program description, capitalized terms have the meaning ascribed to them in the Agreement. For the purposes of this Support Program description, the following capitalized words and phrases are ascribed the following meanings:

1.1. “Defect” means a failure of the Auth0 Platform, in the form provided by Okta, to conform to its applicable specifications set forth in the Documentation. A Defect includes a failure of one or more components of the environment or infrastructure provided by Okta or the infrastructure provider specified in the applicable Order Form to perform in accordance with their applicable documentation or specifications.

1.2. “Fix” means a modification or an addition to the Auth0 Platform that overcomes a Defect when made or added to the Auth0 Platform. Okta may provide a Workaround in lieu of a Fix in Okta’s sole discretion, but will provide a Fix to Customer as specified in Section 3.2 below.

1.3. “Response Time” means, for purposes of this Support Program description, the time between Okta’s receipt of a Defect notification from Customer, and Okta’s confirmation via one of its personnel that Okta is working on resolution of the Defect. (Automated responses are disregarded for purposes of determining Response Times.)

1.4. “Tenant” means a logical isolation unit, or dedicated share of a particular Auth0 Platform instance; the dedicated share may be configured to reflect the needs of the specific Customer business unit using the share.

1.5. “Update” means a patch, correction, or other modification or addition to the Auth0 Platform that Okta makes generally available to its customers for maintenance fixes, Defect corrections, and minor improvements to the Auth0 Platform, including fixes, patches, updates and releases to address any security vulnerabilities.  “Update” also includes significant enhancements and new features or functionalities to the Auth0 Platform components that Customer has ordered, and that Okta makes generally available to its customers at no additional charge.

1.6. “Workaround” means a set of procedures that Customer may follow to circumvent or mitigate the impact of a Defect, notwithstanding that the Defect still exists.

2. Program Features.

2.1. Enterprise Success Program Features.  Unless the applicable Order Form specifies that Customer has purchased the “Premier” Support Program, Customer will receive the features under the “Enterprise” Support Program. The features of each program are described in the table below:

Support Feature

Enterprise

Premier

Provide initial and high-level suggestions regarding the appropriate usage, features, or solution configurations for the particular type of reporting, analysis, or functionality

Yes

Yes

Isolate, document, and find alternative solutions for reported Defects.

Yes

Yes

Work with Okta Operations, Product, Software Development, and QA staff to submit Change Requests, Enhancement Requests, and provide Fixes for the Auth0 Platform as necessary.

Yes

Yes
Address customer concerns with online or printed documentation, providing additional examples or explanation for concepts requiring clarification.

Yes

Yes

Access to online release notes for Updates.

Yes

Yes

Access to Okta’s online library of Support webinars and knowledgebase

Yes

Yes

Access to Okta’s Customer Community forums to collaborate with fellow Okta customers.

Yes

Yes
Enhanced Response Times

Yes

Yes

Enhanced Hours of Support

Yes

Yes

Phone Support (see Section 5.2 below)

No

Yes

Dedicated Team (see Section 7 below)

No

Yes
Ticket Reviews (see Section 7 below)

No

Yes

 

3. Defect Resolution Procedures.

3.1. Defect Severity Levels – Categorization. Okta will assign all Defects one of four response priorities, dependent upon the problems caused by the Defect. Okta may re-assign prioritization levels assigned by Customer in the trouble ticketing system, to reflect the problem descriptions below. Okta’s assignment will be consistent with the problem descriptions described below. Priority categories are as follows:

 

Security Level

Description

1 (Urgent)

Emergency Issue

Defect resulting in full or partial system outage or a condition that makes the Auth0 Platform unusable or unavailable in production for all of Customer’s Users.

2 (High)

Significant Business Impact

Defect resulting in a condition where major functionality is impacted or significant performance degradation is experienced; issue is persistent and affects many Users and/or major functionality.

3 (Normal)

Minor Feature / Function Issue / General Question

Defect results in a component of the Auth0 Platform not performing as expected or documented.

An inquiry by Customer representatives regarding general technical issues/questions

4 (Low)

Minor Problem / Enhancement Request

Information requested on Auth0 Platform capabilities, navigation, installation, or configuration; enhancement request.

 

3.2. Defect Response. The priority of a Defect will dictate the timing and nature of the response as specified in the table below:

 

Defect Severity Level

Target Response Time (Enterprise)

Target Response Time (Premier)

Solution Definition (one or more of the following)

1 (Urgent)

30 min

30 min

• Issue is resolved
• Workaround is provided
• Fix is provided
• Fix incorporated into future release

2 (High)

2 hours

1 hour

• Issue is resolved
• Workaround is provided
• Fix is provided
• Fix incorporated into future release

3 (Normal)

12 hours

8 hours

• Issue is resolved
• Workaround is provided
• Fix incorporated into future release
• Answer to question is provided

4 (Low)

24 hours

12 hours

• Answer to question is provided
• Enhancement request logged

 

4. Support Program Hours. 

Okta will provide support for Defects during the hours specified in the table below, as applicable to the specific Support Program that Customer has subscribed to, as specified in the applicable Order Form:

 

Enterprise Support

Premier Support

7 x 24 x 365 for Severity Level 1 Defects; and

24 hours a day, Monday to Friday Customer local time, for all other Severity Levels

7 x 24 x 365 for all Severity Levels

 

5. Contact and Status.

5.1. Contact – Default. Whenever Customer requires support, Customer should contact Okta Support via the Auth0 Platform Support Portal: https://support.auth0.com. All support delivered by Okta under the Support Program will be in the English language.

5.2. Contact – Premier Program. Customers who have subscribed to the Premier Support Program may call the Okta support team on a 24x7x365 basis, using the Okta provided support number. (Okta currently provides a toll-free number for US customers at 855-243-9894.) 

5.3. Defect Status. Customer may view the status of its issues at the Auth0 Platform Support Portal: https://support.auth0.com.

6. Updates.

During the applicable Term, Okta will provide or install Updates if and when they are made generally commercially available by Okta to its customers, at no additional cost to Customer. 

7. Premier Support Program Details.

7.1. Designated Team. Okta assigns a designated team of global senior developer support engineers in EMEA, APAC and the Americas for the benefit of Okta’s Premier Support Program customers generally. 

7.2. Ticket Reviews. Ticket review sessions are available to Premier Support Program Customers upon request by the Customer or the Technical Account Manager (TAM) assigned to Customer. During a review session, a member of Okta’s Premier Support Program team will run through tickets that have been raised by the Customer or its TAM to review ticket status and Defect resolution, advise on trends discerned by the Premier Support Program team, and provide insights regarding Customer’s use of the Auth0 Platform.