Optimizely Experimentation support plans

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

Optimizely Experimentation offers Standard, Priority, and Priority Plus support packages.

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

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 our support team or send email to support@optimizely.com. Our First Line Support team responds 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 our Support team will follow up to assist you further.

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:

  • Our global support team to ensure expedited issue resolution
  • Support for Severity Level 1 incidents, 24 hours / 7 days per week 
  • Enhanced First Response times (below)
  • 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/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. Performance of non-business critical features are 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 / 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

You can add Priority Support to any Scale subscription if you want to add a level of service. 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