Standard vs. Enterprise Success and Support
Leverage customers success and product support to harness the full capabilities of observability and security with Dynatrace. By combining proactive customer guidance and support, technical account management, flexible contact options, and proven expertise, organizations modernize their clouds and drive end-to-end adoption of the Dynatrace Platform.
Standard Support | Enterprise Success & Support | |
|---|---|---|
Dynatrace platform SLA | 99.5% | 99.95% |
Support access | Business hours (M-F) | 24/7/365 |
Support channels | Community, chat, web | Community, chat, web |
Initial response time | Critical: 4 business hours | Critical: 30 minutes |
Dynatrace University | ✓ | ✓ |
Priority chat & ticket handling | ✓ | |
Proactive monitoring of Dynatrace environment1 | ✓ | |
Named support escalation path | ✓ | |
Support engagement overview & analysis | ✓ | |
Technical Account Management via Named Customer Success Engineer | ✓ | |
Named Customer Success Manager | ✓ | |
Version Support2 | 9 months | 12 months |
1 Set up of a Dynatrace Saas Environment to monitor and alert on the health of a customer's Managed environment.
2 Timeframes indicated commence upon version release date. More details on supported versions can be found here.