Optimizely Experimentation support plans

  • Updated
  • Optimizely Feature Experimentation
  • Optimizely Full Stack (Legacy)
  • Optimizely Web Experimentation
  • Optimizely Web Personalization
  • Optimizely Performance Edge

Standard Support package

Optimizely Experimentation's standard Support includes unlimited access to:

Also includes access to the Optimizely web portal, where you can file a Support ticket.

File a Support ticket

Contact Optimizely Experimentation Support by filing a ticket through your Optimizely Experimentation account. Sign in to your Optimizely Experimentation account to file a ticket and talk to the Optimizely Support team or send an email to support@optimizely.com. Optimizely's First Line Support team responds to and triages email requests to the appropriate Support team.

If you are locked out of your account, click the Need help logging in link on the login page to initiate a password reset. If you are still stuck, log an Account Recover Request, and the Optimizely Support team will follow up to assist you further.

Support customers are guaranteed a 1-day response time for tickets submitted through the web.

Optimizely provides Support during normal business hours for your region:

  • Americas – Monday-Friday, 9am-6pm Pacific Time, excluding major United States holidays.
  • EMEA – Monday-Friday, 9am-6pm, Central European time, excluding major Netherlands and United States holidays.
  • APAC –  Monday-Friday, 9am–6pm Australian Eastern Time.

Each account with Support includes access for three (3) Authorized Users for the region designated for the account. Only these users can report incidents to Optimizely.

Priority Support package

Accounts with Priority Support packages have access to all the features of Standard Support. They also have access to:

  • Optimizely global Support team to ensure expedited issue resolution.
  • Support for Severity Level 1 incidents, 24 hours and 7 days per week.
  • Enhanced first response times.
  • Live phone Support.
  • An unlimited number of Authorized Users who can report incidents to Optimizely.

Priority Support plus package

Priority Support Plus is not currently available to sell to new or existing Experimentation customers. Accounts that already own Priority Support Plus packages have access to all the features of Priority Support.

Priority Support Plus has access to:

  • Designated Regional Technical Support Engineer.

Expected response times

Severity Level

Description

Standard Support 
First Response Time*

Priority Support
First Response Time*

1 - Critical

Customer website or application is unusable or unresponsive – An Optimizely Experimentation Service is causing a catastrophic problem to the Customer’s production website or mobile application, such as a complete loss of availability. The customer is persistently unable to continue essential operations, and no temporary workaround exists (e.g. pausing the experiment or campaign).

1 business day
(during available working hours)

1 hour
(24x7)

2- Urgent

Key features of the Optimizely Experimentation Service are unusable – The Optimizely Experimentation Service is persistently not operating in accordance with the Documentation. Performance of key features is degraded for the majority of Customer’s visitors. No reasonable workaround is available. 1 business day
(during Available Working Hours)
2 hours
(during Available Working Hours)
3 - High Normal usage of the Optimizely Experimentation Service is affected – The Optimizely Experimentation Service is not operating in accordance with the Documentation. The performance of non-business critical features is degraded for the majority of Customer’s visitors. 1 business day
(during Available Working Hours)
4 hours
(during Available Working Hours)
4 - Medium Low-impact issue or request for information – Inquiry regarding a non-critical technical issue or request for information on Optimizely Experimentation’s capabilities; a minor bug; or any issue with a reasonable workaround available. 1 business day
(during Available Working Hours)
8 hours
(during Available Working Hours)

* First response time refers to the timeframe in which an Optimizely Experimentation Technical Support Engineer reviews an Incident request and responds with a solution or clarification questions.

Support plan by account tier

Contact your Customer Success Manager for information about your Support plan.