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Optimizely Knowledge Base

Optimizely support plans

IN THIS ARTICLE, LEARN MORE ABOUT:
  • What's included in our Standard Support offering
  • What's included in Priority Support, and how to decide whether to upgrade
  • Expected support response times

We work hard to make Optimizely seamless and delightful, but technology doesn't always work the way you expect. The Optimizely Support team is here to help with anything from basic setup to complex integrations.

Optimizely offers two support packages: Standard and Priority.

Standard Support package

Optimizely'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

Standard Support also includes access to our web portal, where you can file a support ticket.

File a support ticket

Use your Optimizely account to file a ticket and talk to our support team. 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, 6AM-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, 4pm–1am Singapore Time (critical incidents handled on case-by-case basis outside of these working hours)

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

Priority Support package

Priority Support is available as an upgrade for any Enterprise 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

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 Service is causing a catastrophic problem to the Customer’s production website or mobile application, such as a complete loss of availability. 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 Service are unusable.

The Optimizely 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 Service is affected.

The Optimizely 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’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 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 Enterprise subscription, if you'd like to add an additional level of service. For more information, please contact your Sales Representative or Account Manager.

 

Starter /
Bronze

(Legacy)

Silver
(Legacy)

Gold
(Legacy)

Enterprise & Standard Support

Enterprise & Priority Support

Optiverse: Online Community, Knowledge Base, and Academy

X

X

X

X

X

Email Support

 

X

X

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