Support Plans

The different levels of Auth0 support

Self Service Support

Standard support is provided through the Auth0 Support center.

Features

• Answer questions concerning usage issues related to Auth0 specific features, options and configurations
• Provide initial and high-level suggestions regarding the appropriate usage, features, or solution configurations for the particular type of reporting, analysis, or functionality
• Isolate, document, and find alternative solutions for reported Defects
• Work with Okta Operations, Product, Software Development, and QA staff to submit Change Requests, Enhancement Requests, and provide Fixes for Auth0 as necessary
• Address customer concerns with online or printed documentation, providing additional examples or explanation for concepts requiring clarification
• Access to online release notes for Updates
• Access to Okta’s online library of support webinars and knowledgebase
• Access to Okta’s Customer Community forums to collaborate with fellow Okta customers

Defect Severity Levels

Okta will assign Defects one of the four Severity Level priorities, depending upon the resulting impact caused by the Defect. Okta may re-assign a Severity Level prioritization to Customer in the trouble ticketing system, based on the descriptions below. Okta’s assignment will be consistent with the Severity Level descriptions below. Severity Level categories are as follows:

Severity Level	Description
1 (urgent)	Emergency Issue; Defect resulting in full or partial system outage or a condition that makes Auth0 unusable or unavailable in production for all of Customer’s Users.
2 (high)	Significant Business Impact; Defect resulting in a condition where major functionality is impacted or significant performance degradation is experienced; issue is persistent and affects many Users and/or major functionality.
3 (normal)	Minor Feature / Function Issue / General Question; Defect results in a component of Auth0 not performing as expected or documented. An inquiry by Customer representatives regarding general technical issues/questions.
4 (low)	Minor Problem / Enhancement Request; Information requested on Auth0 capabilities, navigation, installation, or configuration; enhancement request.

Defect Response

The priority of a Defect will determine the timing and nature of the response as specified in the table below:

Defect Severity Level	Target Response Time (Self Service Support )	Solution Definition (one or more of the following)
1 (urgent)	3 business hours	• Issue is resolved • Workaround is provided • Fix is provided • Fix incorporated into future release
2 (high)	12 business hours	• Issue is resolved • Workaround is provided • Fix is provided • Fix incorporated into future release
3 (medium)	1 business day	• Issue is resolved • Workaround is provided • Fix incorporated into future release • Answer to question is provided
4 (low)	2 business days	• Answer to question is provided • Enhancement request logged

Support Hours

Okta’s Self Service Support hours for Defects is 6 AM to 6 PM Customer local time, Monday to Friday for all Severity Levels.

Premier Success Plans

Enterprise-grade support agreements can include prioritized ticket responses, extended support hours including an available 24/7 option, and alternative communication channels including optional phone support.

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.	How-to questions and Service feature enhancement requests.

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.

Auth0 Enterprise and Premier Support

Auth0 Enterprise and Premier Support are no longer offered to new customers or customers that have transitioned to a Premier Success Plan.

Defect Severity Levels

Okta will assign Defects one of the four Severity Level priorities, depending upon the resulting impact caused by the Defect. Okta may re-assign a Severity Level prioritization to Customer in the trouble ticketing system, based on the descriptions below. Okta’s assignment will be consistent with the Severity Level descriptions below. Severity Level categories are as follows:

Severity Level	Description
1 (urgent)	Emergency Issue; Defect resulting in full or partial system outage or a condition that makes Auth0 unusable or unavailable in production for all of Customer’s Users.
2 (high)	Significant Business Impact; Defect resulting in a condition where major functionality is impacted or significant performance degradation is experienced; issue is persistent and affects many Users and/or major functionality.
3 (normal)	Minor Feature / Function Issue / General Question; Defect results in a component of Auth0 not performing as expected or documented. An inquiry by Customer representatives regarding general technical issues/questions.
4 (low)	Minor Problem / Enhancement Request; Information requested on Auth0 capabilities, navigation, installation, or configuration; enhancement request.

Defect Response

The priority of a Defect will determine the timing and nature of the response as specified in the table below:

Defect Severity Level	Target Response Time (Enterprise)	Target Response Time (Premier)	Solution Definition (one or more of the following)
1 (urgent)	30 minutes	30 minutes	• Issue is resolved • Workaround is provided • Fix is provided • Fix incorporated into future release
2 (high)	2 hours	1 hour	• Issue is resolved • Workaround is provided • Fix is provided • Fix incorporated into future release
3 (medium)	12 hours	8 hours	• Issue is resolved • Workaround is provided • Fix incorporated into future release • Answer to question is provided
4 (low)	24 hours	12 hours	• Answer to question is provided • Enhancement request logged

Support Hours

Okta Support hours for Defects are specified in the table below and will based on the specific Support Program that the Customer has subscribed to, or as specified in the applicable Order Form:

Enterprise Support	Premier Support
7 x 24 x 365 for Severity Level 1 Defects; and 24 hours a day, Monday to Friday Customer local time, for all other Severity Levels	7 x 24 x 365 for all Severity Levels