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.
Auth0 Enterprise and Premier Support 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 CIC 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 CIC 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 CIC capabilities, navigation, installation, or configuration; enhancement request. |
Auth0 Enterprise and Premier Support 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 |
Auth0 Enterprise and Premier 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 |