Access Critical Expertise With Okta Support
We know you rely on Okta for your essential business needs. Through our accessible teams and robust digital resources, we ensure you get the urgent and proactive support you need.
The Role of Okta Support
The Okta Support team is composed of product experts and is your advocate for Okta technical issues and identified product defects throughout a case lifecycle. Okta Support leverages an extensive knowledge base, an ever-growing online community, and our team's expertise.
When a working implementation breaks, Okta Support is eager and ready to assist. We are your experts in finding the issue and enlisting the Engineering team to resolve technical issues that may arise within our products.
Okta Support availability and response times are dependent on your support plan. Learn more about Premier Success Plans and how they help you accelerate time to value with your Okta solutions
Okta recognizes every customer environment and business challenge is different and has unique configurations, features, and security architecture to ensure a future-proof Identity solution. Okta Support will partner with the customer to clarify the customer requirements, so we can work to address any technical issues within our products. We will also provide related Okta product documentation to help the customer identify configuration issues.
When an issue is identified that is within the scope of a different Okta team, the Okta Technical Support team will advise the customer on how to engage the appropriate resources. For example, if a customer is embarking on a new project with custom implementation, we recommend Okta Professional Services, as they collaborate with customers to ensure a swift and smooth deployment.
Okta Support cannot provide architectural guidance or architectural best practices, as that is better suited for other Customer First functions. Okta Support does not include writing scripts, and we cannot offer custom script debugging help. Workarounds may be suggested in a few scenarios. However, Okta Support cannot provide custom code or solutions for complex use cases.
If Okta Support has determined that a capability does not exist and a feature request is required, we can assist by directing to https://ideas.okta.com for you to check for existing requests or to create a new request. Okta Support would then work with handing over to the Account team for managing expectations and product requests as this falls outside of the scope of Okta Support.
If you are interested in Customer First solutions, including design and implementation services or increased customer success and technical account management, please reach out to your Account Executive, who can assist with pricing and other sales-related questions.
3rd party issues
Because Okta can connect to everything and require 3rd party configurations, customers may need to provide detailed information regarding 3rd party software if there are questions about these configurations.
The responsibility will lie with the customer to engage their 3rd party vendors by following the support process agreement with that vendor. In these instances, Okta will partner as a co-contributor in cross-vendor communication in a collaborative manner in order to help satisfy the customer’s issue.
Network errors
For issues related to network errors or network latency, there is a dependency to gather data that is outside of Okta. Okta only has visibility within Okta infrastructure, and cannot troubleshoot external problems beyond a certain point given these limitations. Okta Support can partner with the customer to help narrow down or identify the location of the failure. For such issues, which lay outside of Okta’s purview, Okta Support will request Okta-relevant logs, including packet captures from the edge device of the customer’s environment for further troubleshooting. This requires the help of the customer’s network team.
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