Premier Success Plans Priority Levels
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.
| Priority Level | Description | Examples |
|---|---|---|
| 1 | A Service failure or severe degradation. Customer is unable to access any business resources. | Service is down and not accessible by Users; Service is slowed to such a degree that multiple Users cannot log in, resulting in consistent “page not found errors” or similar. |
| 2 | A partial Service failure or mild degradation. Customer is able to access some but not all business resources. | Customer lacks write-access to the administrative feature of the Service (excluding regularly scheduled Service upgrades); Users can access the Service, but access is slow, sometimes resulting in “page not found” messages or similar, with access functioning as expected upon page refresh. |
| 3 | Minor Service impact. Customer is able to access almost all business resources. | Non-critical individual third party applications such as “personal email” are not accessible by all Users; one User is not able to access a business application; Customer is unable to successfully integrate a new business application with the Service. |
| 4 | Customer is able to access all business resources. Service feature enhancement request or how-to/product-functionality questions. | Inquiry relating to Okta product documentation. |
Because the Okta Access Gateway product is on-premise software, unique descriptions and examples apply to that product’s priority levels, as follows.
| Priority Level | Description | Examples |
|---|---|---|
| 1 | A failure or degradation of the Okta Access Gateway server resulting in the inability to access critical business resources. No immediate mitigation options available. | Okta Access Gateway server is down and/or not accessible by multiple Users; application or configuration defects or errors prevent access to critical business systems or similar. |
| 2 | A partial failure or mild degradation of the Okta Access Gateway. Customer is able to access some but not all business resources. | Users can access some business resources. “High Availability” configuration allows application access, but at a reduced capacity/fault-tolerance. Customer is unable to perform administrative/configuration changes or updates. |
| 3 | Minor degradation of the Okta Access Gateway. Customer is able to access almost all business resources, or is experiencing non-critical errors. | A single User is not able to access a business application; non-critical errors are encountered while authenticating via or configuring Okta Access Gateway. Customer-initiated upgrade requests. |
| 4 | Customer is able to access all business resources. Feature request or how-to/product-functionality questions. | Inquiry relating to Okta product documentation. |
Premier Success Plans 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.
| Basic | Silver | Gold | |
|---|---|---|---|
| Support Hours | 24x5* | 24x7 | 24x7 |
| Priority Level 1 Response Time | 2 hours | 1 hour | 30 minutes |
| Priority Level 2 Response Time | 12 hours | 2 hours | 1 hour |
| Priority Level 3 Response Time | 24 hours | 8 hours | 4 hours |
| Priority Level 4 Response Time | 24 hours | 24 hours | 24 hours |
*Okta shall endeavor to meet 24x5 Support Hours (12:01am Monday until 11:59pm Friday local time) for Basic, but reserves the right to reduce Support Hours at its discretion.
Premier, Premier Access, and Premier Plus are no longer offered to new customers or customers that have transitioned to a Premier Success Plan.
