OKTA, INC. CUSTOMER SUPPORT SERVICES
Support Services are a subscription support offering that includes access to program resources that help all customers use and maximize their Okta investment. Okta’s current support policy consists of the Okta Premier Success Plans (as described below). These Okta Customer Support Services terms (“Support Services Terms”) govern your subscription to the Support Services and are subject to the terms of the Okta Master Subscription Agreement (“Agreement”). For clarity, Support Services are limited to the Okta Service. Capitalized terms not defined herein will have the meaning specified (if applicable) in the Agreement. For avoidance of doubt, Support Services exclude Okta’s Self Service Plans and Free Trials. Self Service Support is provided in accordance with Okta’s Self Service Support terms.
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.
Response Times and Support Hours
Okta will use reasonable efforts to adhere to the following response times pursuant to the Okta Premier Success Plan indicated on the Order Form. Okta may reduce case priority to a lower Priority Level at its discretion. For clarity, Response Time refers to the period of time from when a support case has been submitted by Customer and Okta’s initial response to Customer.
If Customer selects a Priority Level 1 case priority, Customer shall remain accessible (continuous 24x7 availability) for engagement and troubleshooting with Okta support from the time the case is submitted until the issue is mitigated.
The Silver Premier Success Plan provides the following benefits to the Customer:
The Gold Premier Success Plan provides the following benefits to the Customer: