Dynatrace Customer Success and Product Support
Unparalleled support for enterprises to harness the full power of unified observability and security with Dynatrace
Guidance at each step of your journey to cloud done right
Partnership that powers better business outcomes
Our team breaks down traditional siloes to ensure your entire organization adopts and gets the most value possible from the Dynatrace platform through:
Live in-product assistance
From Technical Product Specialists, Support Engineers, and Customer Success Managers
Ongoing expertise and support
That accelerates adoption, automation, and value across the enterprise.
Customized success planning
Built around your team, environment, and unique business objectives.
Continuous education
Through the resources, training, and certification of Dynatrace University.
Standard vs. Enterprise Success and Support
Leverage customer 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.
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