Premier, Premier Access, and Premier Plus are no longer offered to new customers or customers that have transitioned to a Premier Success Plan .
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 | Service feature enhancement. Customer is able to access all business resources and is requesting a Service feature enhancement. | Service feature enhancement requests. |
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. | How-to and training questions. Pre-production setup/configuration questions. Feature requests. |
Response Times
Okta will use reasonable efforts to adhere to the following response times pursuant to the Support Service package indicated on the Order Form (Premier, Premier Access, Premier Plus, or Basic):
Premier, Premier Access, and Premier Plus Response Time for the Service during 24x7 Support hours
If Customer selects a Priority Level 1 case priority, they commit to continuous 24x7 availability for engagement with Okta support until issue resolution. Okta may reduce case priority to a lower Priority Level at its discretion.
| Priority Level | First Response |
|---|---|
| 1 | 1 hour |
| 2 | 2 hours |
| 3 | 2 hours |
| 4 | 8 hours |
Basic Response Time for the Service during Business Support hours
| Priority Level | First Response |
|---|---|
| 1 | 4 hours |
| 2 | 12 hours |
| 3 | 24 hours |
| 4 | 24 hours |
