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Okta Support Service Level Agreements by Customer Success Package
Published: Jun 10, 2016   -   Updated: Apr 23, 2018
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 Package
Severity LevelFirst ResponseSubsequent Updates
P14 Hours1 Business Day
(12 Business Hours)
P21 Business Day
(12 Business Hours)
2 Business Days
(24 Business Hours)
P32 Business Days
(24 Business Hours)
3 Business Days
(36 Business Hours)
P42 Business Days
(24 Business Hours)
3 Business Days
(36 Business Hours)

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 Package
Severity LevelFirst ResponseSubsequent Updates
P11 Hour2 Hours
P22 Hours8 Hours
P32 Hours48 Hours
P48 Hours48 Hours

Premier, Premier Access & Premier Plus Success Business Hours: 24 Hours/Day x 7 Days/Week x 365 Days/Year
 

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