Okta Support makes every possible effort to respond to support incidents in accordance with the time-frames defined in the Support Service Level Agreement (SLA).
Per the Agreement, initial response times and follow-up response times vary based on the Customer Success Package a customer has purchased and the Customer Support Ticket Severity / Priority Definition.
These response times are as follows:
Basic Success Business Hours: 12 hours/day x 5 days/week, excluding US holidays (6:00am - 6:00pm in the timezone of the Customer's HQ site)
Premier, Premier Access & Premier Plus Success Business Hours: 24 Hours/Day x 7 Days/Week x 365 Days/Year