Okta Customer Success Services

Okta Customer 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 Offerings

  1. Basic Success

  2. Premier Success

  3. Premier Access Success

  4. Premier Plus Success

Basic Success

Premier Success

Premier Access Success

Premier Plus Success

Limited Support Access (12x5)

Enterprise-grade Support Access (24x7)

Enterprise-grade Support Access (24x7)

Enterprise-grade Support Access (24x7)

Training videos/ Getting Started webinars

Priority phone support

Priority phone support

Dedicated Support Line

Basic Support SLA

Enterprise-grade Support SLA

Enterprise-grade Support SLA

Enterprise-grade Support SLA

Okta Community access

Okta Community access

Okta Community access

Okta Community access

 

Training videos/ Getting Started webinars 

Training videos/ Getting Started webinars 

Training videos/ Getting Started webinars 

 

20% discount off publicly available premium training classes

20% discount off publicly available premium training classes

20% discount off publicly available premium training classes

   

Named Customer Success Manager

Named Customer Success Manager

   

Quarterly Virtual Customer Success Meeting

Monthly On-Site Customer Success Meeting

   

Semi Annual Virtual Business Review

Quarterly Onsite Business Review

     

Business @ Work Report

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 Customer Order Form (Premier Success, Premier Access Success, Premier Plus Success, or Basic Success):

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

Priority Levels

First Response

Subsequent Updates

1

1 Hour

2 Hours

2

2 Hours

8 Hours

3

2 Hours

48 Hours

4

8 Hours

48 Hours

Basic Success Response Time for the Service during Business Success Support Hours

Priority Level

First Response

Subsequent Updates

1

4 Hours

12 Hours

2

12 Hours

24 Hours

3

24 Hours

36 Hours

4

24 Hours

36 Hours

Premier Success Details:

Okta Premier Success provides the following benefits to the Customer:

Benefit

Details

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 Service Level Agreement below
Online Customer Support
  • Customer may submit cases easily online at http://support.okta.com
  • Online cases are responded to within the timeframes defined in the Service Level Agreement below
Training
Unlimited access to a library of self-paced recorded training videos and Getting Started guides.
  • 20% discount off the per seat price of publicly available premium training classes.

Training is provided 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 via websites only designated by Okta

Premier Access Success Details:

Okta Premier Access Success provides the following benefits to the Customer:

Benefit

Details

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 Service Level Agreement below
Online Customer Support
  • Customer may submit cases easily online at http://support.okta.com
  • Online cases are responded to within the timeframes defined in the Service Level Agreement below
Named Customer Success Manager (“CSM”)
  • Named Customer Success Manager (“CSM”) will be provided to Customer. The named CSM will provide the following:
    • Regular Communication: Customer and Okta may, from time to time, agree to a regular conference call rhythm outside of the Quarterly Virtual Meeting (described below). Customer may also engage the named CSM via email or phone as needed between meetings as needed (ad hoc communication) with questions, requests for information, Support case escalation assistance, or for other assistance.
    • Quarterly Virtual Meeting: meet with the Customer remotely up to one (1) day per quarter to review on-going Service and Support Services performance, plan/coordinate for ongoing and upcoming activities, and review adoption metrics.
    • Semiannual Business Review: conduct a semiannual 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. 
    • Insight and Planning: ensure Customer obtains ongoing business value from its investment in Okta, and participate in strategic planning to map Okta’s capabilities to Customer’s business objectives.
Premier Access Success Kickoff
  • The named 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 named 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.
Training
Unlimited access to a library of self-paced recorded training videos and Getting Started guides.
  • 20% discount off the per seat price of publicly available premium training classes.

Training is provided 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 via websites only designated by Okta

Premier Plus Success Details:

Okta Premier Plus Success provides the following benefits to the Customer:

Benefit

Details

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 Service Level Agreement below 
Online Customer Support
  • Customer may submit cases easily online at http://support.okta.com
  • Online cases are responded to within the timeframes defined in the Service Level Agreement below
Named Customer Success Manager (“CSM”)
  • Named Customer Success Manager (“CSM”) will be provided to Customer. The named CSM will:
    • Regular Communication: Customer and Okta may, from time to time, agree to a regular conference call rhythm outside of the Monthly On-Site Meeting (described below). Customer may also engage the named CSM via email or phone as needed between meetings as needed (ad hoc communication) with questions, requests for information, Support case escalation assistance, or for other assistance.
    • Monthly On-Site Meeting: meet with the Customer on-site up to two (2) days per month to review on-going Service and Support Services  performance, plan/coordinate for ongoing and upcoming activities, and provide a “What’s New” briefing on Okta’s recently released and coming product enhancements and features.
    • Quarterly Business Review: conduct a quarterly 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 to Okta features, and invite Customer to Premier Plus Success customer-only events planned by Okta.
    • Best Practices and Education: will advise Customer of best practices specific to its current or planned use of Okta. 
    • Insight and Planning: ensure Customer obtains ongoing business value from its investment in Okta, and participate in strategic planning to map Okta’s capabilities to Customer’s business objectives.
Premier Plus Success Kickoff
  • The named Okta CSM will conduct a Premier Plus Success kickoff meeting, at Customer’s site, 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 named 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.
Training
Unlimited access to a library of self-paced recorded training videos and Getting Started guides.
  • 20% discount off the per seat price of publicly available premium training classes.

Training is provided 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 via websites only designated by Okta

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.