Platinum

Dedicated TAM

Gold

24x7 Global Support

Basic

24x5 email-only
(included)

Online Support

KnowledgeBase, Documentation, Case Portal, and Notifications

Prioritized Response Targets

P3 - Information Request

2 Business Days

P2 - Technical Issue

1 Business Day

P1 - Service Outage

30 Minutes

2 Hours

Technical Support Access

Email Access

Named Support Contacts

5

3

24x7 for P1; 24x5 for P2/P3

Read more
about TAM

Details

    • P1 – Service outage

      An outage occurs if the OpenDNS Service is completely unreachable when Customer’s Internet connection is working correctly. OpenDNS personnel will be assigned to work on the resolution on a 24×7 basis to either resolve the issue or develop a reasonable workaround. A phone call is required for the 30 minute response target. Email has a 2 hour response target.

    • P2 – Technical Issue

      An issue occurs if the OpenDNS Service is available but response times are slow while Customer’s Internet connection is working correctly. Issues include technical questions or configuration issues related to Customer’s account that moderately impact Customer’s ability to use the service. OpenDNS personnel will be assigned to work on the resolution continuously during business hours until either the issue has been resolved or a plan has been developed and mutually agreed upon.

    • P3 – Information Request

      Information requests include account questions, password resets, and feature questions. OpenDNS personnel will be assigned to work on the resolution at the time of response or as soon as practicable thereafter.

    • Email Access

      16:00 Sunday – 17:00 Friday, Pacific Time Zone, excluding local holidays.

    • Phone Access

      P1: 24×7
      P2/P3: 16:00 Sunday-17:00 Friday, Pacific Time Zone, excluding local holidays.

    • TAM Access

      Your dedicated TAM works with you during regular business hours. After-hour requests are routed to our 24×7 Global Support Center for quick response to P1s. P2s and P3s are covered on a 24×5 basis.

      Your TAM is notified of all service requests opened after hours to ensure that all technical issues receive the proper attention and responsiveness.

    • Dedicated advisor and advocate to maximize your investment

      • maintains detailed knowledge of your network infrastructure, existing workflows, and business objectives
      • owns, oversees, and ensures continuity of all support cases over the course of your annual agreement
      • regular calls and roadmap reviews to ensure progress towards your defined goals
    • Proactive product monitoring, guidance and training

      • continuous activity monitoring with frequent strategic insights on your current deployment and usage
      • plans actions for (or sometimes assists) operational improvements and safeguards from known issues
      • periodic architecture audits to ensure maximum and optimal protection across your business
    • Expedited issue resolution

      • single point of contact for your team to directly escalate your technical issues*
      • interlocked with specialized technical support and infrastructure engineers for expedited resolution
      • champions your feature requests directly to product management and engineering teams
    • Executive business review

      • personalized, premium value report for the past year
      • prioritization of value-add projects for the upcoming year
    • Personalized education

      • proactively shares best practices learned from OpenDNS product experts and customers
      • proactively informs you of relevant webinars, security blogs, or new educational white papers
      • personalized Web-based product and new feature training
    • Extends priority invitations

      • receive early adopter access to new features before general availability
      • get invited to special user events