This topic describes how to:
- Learn what's included in our Standard Support offering
- Learn what's included in Priority Support and Priority Support Plus, and how to decide whether to upgrade
- Learn about the expected support response times
Whether you're a new user or an expert, the Optimizely Support team is here to help with anything from basic setup to complex integrations.
Optimizely Experimentation offers three support packages: Standard, Priority, and Priority Plus.
Standard Support package
Optimizely Experimentation's Standard Support includes unlimited access to the Optiverse:
-
The Knowledge Base includes best practices, user guides, and frequently asked questions
-
The Optiverse Community helps you to connect with other optimization professionals to discuss best practices and ideas
-
The Academy provides interactive courses and live training sessions for onboarding or to help you learn more about Optimizely Experimentation
Standard Support also includes access to our web portal, where you can file a support ticket.
File a support ticket
Optimizely Experimentation support can be reached by filing a ticket through your Optimizely Experimentation account. Sign in to your Optimizely Experimentation account to file a ticket and talk to our support team.
Users can also file a support ticket by contacting us at the email address - support@optimizely.com. Our First Line Support team will respond and triage 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, please log an "Account Recover Request" and our Support team will follow up to assist you further.
All Standard Support customers are guaranteed a 1-day response time for tickets submitted through the web.
Optimizely provides Standard Support during normal business hours for your region:
Americas: Monday-Friday, 9am-6pm Pacific Time, excluding major U.S. holidays
EMEA: Monday-Friday, 9am-6pm, Central European time, excluding major Netherlands and US holidays
APAC: Monday-Friday, 9am–6pm Australian Eastern Time.
Each account with Standard 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
Priority Support is available as an upgrade for any Scale Plan account. Accounts with Priority Support packages have access to all the features of Standard Support. They also have access to:
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Our global support team to ensure expedited issue resolution
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Support for Severity Level 1 incidents, 24 hours / 7 days per week
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Enhanced First Response times (below)
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Live phone support
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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. They also have access to:
-
Designated Regional Technical Support Engineer
Expected Response times
|
Severity Level |
Description |
Standard Support |
Priority Support |
|
1 - Critical |
Customer website/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 |
1 hour |
|
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 |
2 hours |
|
3 - High |
Normal usage of the Optimizely Experimentation Service is affected. The Optimizely Experimentation Service is not operating in accordance with the Documentation. Performance of non-business critical features are degraded for the majority of Customer’s visitors. |
1 business day |
4 hours |
|
4 - Medium |
Low-impact issue / 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 |
8 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
Priority Support can be added to any Scale subscription if you'd like to add an additional level of service. For more information, please contact your Sales Representative or Account Manager.
|
|
Scale - Standard Support |
Scale - Priority Support |
|
Optiverse: Knowledge Base and Academy |
X |
X |
|
Email Support |
X |
X |
|
Phone Support |
|
X |
|
24x7 support for critical issues |
|
X |
|
Expedited response times |
|
X |
|
Multiple Support regions |
|
X |
|
Number of Support Contacts |
3 |
Unlimited |
|
Account Management |
X |
X |
|
Onboarding Management |
X |
X |
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