Okta Customer Support and Success Services(“Support Services”)
Okta Customer Support and Success Services terms are subject to the terms of the Okta Master Subscription Agreement (“Agreement”), andcapitalized terms not defined here will have the meaning specified (if applicable) in the Agreement.
Customer success is a core value at Okta and we pride ourselves on providing an outstanding customer experience. This starts with the way
we’ve designed our product and extends to the way we partner with our customers during and after deployment.
Okta support and success offerings:
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Basic
Premier
Premier AccessPremier Plus

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 thePriority Level pursuant to the criteria below.
Priority Level
1

Description
A Service failure or severe
degradation. Customer is unable toaccess any business resources.

2

A partial Service failure or mild
degradation. Customer is able toaccess some but not all businessresources.

3

Minor Service impact. Customer isable to access almost all businessresources.

4

Service feature enhancement.
Customer is able to access all
business resources and is requesting aService feature enhancement.

ExamplesService is down and not accessible byUsers; Service is slowed to such a
degree that multiple Users cannot log
in, resulting in consistent “page notfound errors” or similar.
Customer lacks write-access to theadministrative feature of the Service(excluding regularly scheduled
Service. upgrades); Users can accessthe Service, but access is slow,
sometimes resulting in “page notfound” messages or similar, withaccess functioning as expected upon
page refresh.
Non-critical individual third party
applications such as “personal email”
are not accessible by all Users; oneUser is not able to access a businessapplication; Customer is unable tosuccessfully integrate a new businessapplication with the Service.
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.
1

2

Priority Level

Description
A failure or degradation of the Okta
Access Gateway server resulting in
the inability to access criticalbusiness resources. No immediate
mitigation options available.
A partial failure or mild degradationof the Okta Access Gateway.

ExamplesOkta Access Gateway server is down
and/or not accessible by multiple
Users; application or configuration
defects or errors prevent access tocritical business systems or similar.
Users can access some businessresources. “High Availability”

Customer is able to access some but
not all business resources.

3

Minor degradation of the Okta
Access Gateway. Customer is able toaccess almost all business resources,
or is experiencing non-critical errors.

4

Customer is able to access all
business resources. Feature requestor how-to/product-functionality
questions.

configuration allows application
access, but at a reduced
capacity/fault-tolerance. Customer isunable to perform
administrative/configuration changes
or updates.
A single User is not able to access abusiness application; non-criticalerrors are encountered whileauthenticating via or configuring
Okta Access Gateway. Customerinitiated upgrade requests.
How-to and training questions. Preproduction setup/configurationquestions. 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 Response1

1 hour2

2 hours3

2 hours4

8 hours

Basic Response Time for the Service during Business Support hours
Priority Level

First Response1

4 hours2

12 hours

3

24 hours

4

24 hours

Premier Details
Okta Premier provides the following benefits to the Customer:
Education Services

Benefit••

Details
20% discount on Premier Learning Pass
20% discount on Instructor-Led-Training

Okta provides training in accordance with Okta’s thencurrent training services terms. Courses, content, andlanguage availability are limited and are subject to change
without notice at Okta’s sole discretion. Online content
may be accessed only via websites designated by Okta.
Discounts are based on then-current pricing in effect attime of purchase.

Priority Phone Support•••

Online Customer Support••

Customer has access to a toll-free line withpriority call routing to an Okta support engineer,
24 hours a day, 7 days a week
Unlimited support calls
Online cases are responded to within thetimeframes defined in the response times above
Customer may submit cases easily online athttps://support.okta.com
Online cases are responded to within thetimeframes defined in the response times above

Premier Access Details
Okta Premier Access provides the following benefits to the Customer:
Education Services

BenefitPriority Phone Support

Online Customer Support

Customer Success Manager (“CSM”)••

Details
20% discount on Premier Learning Pass
20% discount on Instructor-Led-Training

Okta provides training in accordance with Okta’s thencurrent training services terms. Courses, content, andlanguage availability are limited and are subject to change
without notice at Okta’s sole discretion. Online content
may be accessed only via websites designated by Okta.
Discounts are based on then-current pricing in effect attime of purchase.
• Customer has access to a toll-free line withpriority call routing to an Okta support engineer,
24 hours a day, 7 days a week
• Unlimited support calls• Online cases are responded to within thetimeframes defined in the response times above• Customer may submit cases easily online athttps://support.okta.com• Online cases are responded to within thetimeframes defined in the response times above• Customer Success Manager (“CSM”) will be
provided to Customer. The CSM will provide
the following:o Regular Communication: Customer
may engage the CSM via email orphone as needed (ad hoc
communication) with questions,requests for information, support caseescalation assistance, or for otherassistance.
o Standard Success Meeting: meet with
the Customer to review on-going
Service and Support Services
performance, plan/coordinate for
ongoing and upcoming activities, andreview adoption metrics.
o Standard Business Review: conduct abusiness review to include sharing aprescriptive product roadmap, mapping
Okta current and planned capabilities
to the Customer’s initiatives plan,
conducting a health check ofCustomer’s usage of Okta, and broker
strategic planning discussions between
Customer’s executive sponsor(s) andan Okta executive sponsor.

Be a Customer Advocate: be aproactive focal point into Okta toaddress business and technical hurdles,
coordinate technical deep divemeetings with Okta productmanagement or engineering to discussplanned or upcoming Okta features,and be an advocate for prioritizing
Customer’s feature requests with the
Okta Product Management Team.
o Change Management: coordinate issue
management, escalation, and resolution
with Okta support to minimize service
impacts to Customer, and provide
advance notification of software
releases or changes which may impact
the Customer.
o Special Access Programs: advise
Customer of opportunities toparticipate in early access Okta
features.
o Best Practices and Education: willadvise Customer of best practices
specific to its current or planned use of
Okta.
The Okta CSM will conduct a Premier Access
Success kickoff meeting virtually, two to three
weeks after the start of the Premier Access
Success term.
The purpose of the Premier Access Successkickoff meeting is to introduce the Customer’s
team to the Okta CSM, familiarize Customer
with how to use Okta Support Services, training,and success & adoption resources and processes
available through the Premier Access Successentitlement.
oPremier Access Success Kickoff••

Premier Plus Details
Okta Premier Plus Success provides the following benefits to the Customer:
Education Services

BenefitPriority Phone Support

Online Customer Support••

Details
20% discount on Premier Learning Pass
20% discount on Instructor-Led-Training

Okta provides training in accordance with Okta’s thencurrent training services terms. Courses, content, andlanguage availability are limited and are subject to change
without notice at Okta’s sole discretion. Online content
may be accessed via websites only designated by Okta.
Discounts are based on then-current pricing in effect attime of purchase.
• Customer has access to a toll-free line reserved
solely for Premier Plus customers, with priority
call routing to an Okta Support Engineer, 24hours a day, 7 days a week
• Unlimited support calls• Online cases are responded to within thetimeframes defined in the response times above• Customer may submit cases easily online athttps://support.okta.com• Online cases are responded to within thetimeframes defined in the response times above

Customer Success Manager (“CSM”)•

Premier Plus Success Kickoff•

Customer Success Manager (“CSM”) will be
provided to Customer. The CSM will provide
the following:o Regular Communication: Customer
may engage the CSM via email orphone as needed (ad hoc
communication) with questions,requests for information, Support caseescalation assistance, or for otherassistance.
o Custom Success Plan: meet with theCustomer to review on-going Service
and Support Services performance,
plan/coordinate for ongoing andupcoming activities, and provide a“What’s New” briefing on Okta’s
recently released and coming productenhancements and features.
o Custom Business Review: conduct abusiness review to include sharing aprescriptive product roadmap, mapping
Okta current and planned capabilities
to the Customer’s initiatives plan,
conducting a health check ofCustomer’s usage of Okta, and broker
strategic planning discussions between
Customer’s executive sponsor(s) andan Okta executive sponsor.
o Be a Customer Advocate: be aproactive focal point into Okta toaddress business and technical hurdles,
coordinate technical deep divemeetings with Okta productmanagement or engineering to discussplanned or upcoming Okta features,and be an advocate for prioritizing
Customer’s feature requests with the
Okta Product Management Team.
o Change Management: coordinate issue
management, escalation, and resolution
with Okta support to minimize service
impacts to Customer, and provide
advance notification of software
releases or changes which may impact
the Customer.
o Special Access Programs: advise
Customer of opportunities toparticipate in early access to Okta
features, and invite Customer toPremier Plus Success customer- only
events planned by Okta.
o Best Practices and Education: willadvise Customer of best practices
specific to its current or planned use ofOkta.
o Insight and Planning: ensure Customer
obtains ongoing business value from its
investment in Okta, and participate instrategic planning to map Okta’s
capabilities to Customer’s businessobjectives.
The Okta CSM will conduct a Premier Plus
Success kickoff meeting two to three weeks after
the start of the Premier Plus Success term.

•The purpose of the Premier Plus Success kickoff
meeting is to introduce the Customer’s team to
the Okta CSM, familiarize Customer with how
to use Okta Support Services, training, andsuccess & adoption resources and processes
available through the Premier Plus Successentitlement.

Dedicated Premier Plus Add-On Resources (“Add-On Resources”)
A.

Dedicated Customer Success Executive

The Dedicated Customer Success Executive Service (“Dedicated CSE Service”) subscription term begins on the applicable Order Form’s startdate and ends on the Order Form’s end date. The Dedicated CSE Service is a service which assists the Customer on topics including but notlimited to best practices, change management, and strategic planning specific to the Customer’s current or planned use of Okta and provides
access to a Dedicated Customer Success Executive (“Dedicated CSE”) who is assigned and dedicated to the Customer and serves in an advisoryrole and as a customer advocate. The Dedicated CSE is available ninety (90) days after the initial subscription term start date (“CSEMobilization Period”). During the CSE Mobilization Period, Okta shall provide a Customer Success Manager, who will provide regularcommunication and may also assist the Customer on topics including but not limited to onboarding, go-live activities, and usage metrics. The
Customer may engage the CSM via email or phone as needed with questions, requests for information, or for other assistance. The DedicatedCSE will be available Monday through Friday, during standard business hours, subject to Okta’s reasonable discretion. The Dedicated CSE
will not be available to the Customer on Non-Attendance Days. “Non-Attendance Days” means seven (7) Administrative Days during a 12month term (or the pro-rated number of days for the applicable subscription term), plus the regional provision for public holidays recognizedby Okta and paid time off (for example, vacation, sick time). “Administrative Days” mean internal training days, volunteer time off, andemployer-required attendance at company events. The fees for the Dedicated CSE Service may be applied only to the Dedicated CSE Service
activities and not toward the purchase of any other Okta product or service (including, without limitation, Service subscriptions, other or
additional Support Services, or Professional Services). For clarity, the Dedicated CSE Service does not include delivery of implementation
services (such as configurations or creation of any code destined for production use) but can provide input as set forth herein. Any code orService configurations made available to the customer by Okta in connection with the Dedicated CSE Service are for illustrative anddemonstrative purposes only and are not for use in production.
The Dedicated CSE Service will be provided remotely unless otherwise approved by Okta in its sole discretion.
B.

Mission Critical Support

The Mission Critical Support Services (“Mission Critical Support”) subscription term begins on the applicable Order Form’s start date andends on the Order Form’s end date. Mission Critical Support is a support service which advises Customer on topics including but not limited
to trouble-shooting and reported service-affecting issues and provides access to a Mission Critical Support Engineer (“MCSE”) who shallserve as the Customer’s primary technical point of contact.
The MCSE shall participate in business and case review meetings with the Customer as mutually agreed to by Okta and Customer. Response
times and priority levels shall be as set forth in the Support Services tables above. The MCSE will be assigned all cases properly submitted by
the Customer, unless Okta in its sole discretion determines that a response time and/or priority level deadline requires re-assignment of any
such case to another resource. The MCSE is available ninety (90) days after the initial subscription term start date (“MCSE Mobilization
Period”). During the MCSE Mobilization Period, Okta shall provide online support at https://support.okta.com (or its successor site) and atoll-free line reserved solely for Premier Plus customers, with priority call routing to an Okta Support Engineer, 24 hours a day, 7 days a week.
Mission Critical Support is a regional-based offering and will be available only to the named Customer contacts Monday through Friday, during
standard business hours, subject to Okta’s reasonable discretion. Mission Critical Support will not be available to the Customer on NonAttendance Days. The fees for Mission Critical Support may be applied only to Mission Critical Support activities and not toward the purchaseof any other Okta product or service (including, without limitation, product subscriptions, support, or professional services). For clarity, theMission Critical Support does not include delivery of implementation services (such as configurations or creation of any code destined for
production use).
Mission Critical Support will be provided remotely to the Customer unless otherwise approved by Okta in its sole discretion.
50% Dedicated MCSE
Number of Named Contacts•

5 within the region where
the Okta support
representative is located

100% Dedicated MCSE•

10 within the region where
the Okta support
representative is locatedGeography

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Scope

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Regionally based andsupports customers in thesame region
Single point of contact for
all technical issues, in-depth
troubleshooting
Familiarity with customer
architecture
Rapid resolution oftechnical issues

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Regionally based andsupports customers in thesame region
Single point of contact for
all technical issues, in-depth
troubleshooting
Familiarity with customer
architecture
Rapid resolution oftechnical issues

References to regions relate to geographic areas Okta has mapped Support Services resources to.
The purchase of Add-On Resources is non-cancelable, non-transferable, and fees paid are nonrefundable. If the Customer does not
use the Add-On Resources purchased during the applicable subscription term, fees paid by the Customer may not be refunded,
extended, rolled over to another subscription period, or applied to another account or Okta product, Service or Professional Services.
Travel-related expenses incurred by Okta in performing Support Services requested by Customer will be separately invoiced to, andreimbursed by, the Customer in accordance with the Okta Travel and Expense policy.
Services provided by Add-On Resources shall not result in a transfer of intellectual property rights between the parties. Any code orService configurations made available to the Customer by Okta in connection with the Add-On Resources are for illustrative anddemonstrative purposes only and are not for use in production.
Customer may request to have the same Add-On Resource assigned for an additional term by submitting such request at least fortyfive (45) days prior to the Order Form subscription end date.

Real-Time Information Via Okta’s Trust Page
Customer may access real-time information on security and Okta system performance at https://trust.okta.com/