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Support and Education Bundles
Explore our comprehensive collection of Support and Education bundles and find the perfect solution to address your unique service needs.
Standard
Bronze
Silver
Gold
Platinum
Diamond
IN-PLATFORM
Public Knowledge Base
Public community
RESPONSE TARGETS
Initial Response Severity Level 1
6 hrs.
4 hrs.
2 hrs.
1 hrs.
Initial Response Severity Level 2
10 hrs.
8 hrs.
6 hrs.
4 hrs.
Initial Response Severity Level 3
14 hrs.
12 hrs.
10 hrs.
8 hrs.
Follow-up Response Severity Level 1
32 hrs.
32 hrs.
24 hrs.
24 hrs.
Follow-up Response Severity Level 2-3
72 hrs.
72 hrs.
72 hrs.
72 hrs.
ACCESSIBILITY
Authorized Contacts
2 Contacts
2 Contacts
2 Contacts
3 Contacts
10 Contacts
15 Contacts
Phone Support
24/7
24/7
24/7
24/7
24/7
EDUCATION
Access to eLearning Library
Access to Certifications
Access to Public Virtual Courses
Private Virtual Training Sessions
4 sessions
8 sessions
12 sessions
DEDICATED RESOURCE
Cases Handled by Sr. Advisor
Named Advisor Direct Instance Access (Optional)
Proactive Communication & Planning
Named Advisor
Services Days
3 days
10 days
25 days
Weekly Updates
Active Tickets
Utilization Metrics
Governance Strategy
Dedicated Phone Line
Beta Access and Consultative Services
Prioritized Development Tickets
Subscriber Obligations
Authorized Support Contacts
Subscriber will appoint up to the allotted number of individuals within Subscriber’s organization that are trained on the operation of the Services to act as primary contacts between Subscriber and Domo with regards to the Technical Support Services. Subscriber must initiate all requests for Technical Support Services through these contacts.
Error Reporting
Subscriber will document and promptly report all detected errors to Domo with sufficient detail to permit Domo to reproduce the error. Subscriber will assist Domo with recreating and diagnosing each error.
Good Standing
The provision of the Technical Support Services by Domo during the term of this Agreement is contingent upon Subscriber’s performance of its payment and other obligations under the Agreement. Domo reserves the right, in addition to other remedies available, to suspend its provision of the Technical Support Services for so long as Subscriber is not current with its obligations.
Appendix
Priority Error Definitions
Issues will be categorized and handled according to an assigned severity level. The case severity level is designated by the Supported Contact at time of case submission, and may be updated by Domo in coordination with Subscriber’s Authorized Support Contacts as follows:
Level 1
Critical production issue affecting all users, including system unavailability and data integrity issues with no workaround available.
Level 2
Major functionality is impacted or performance is significantly degraded. Issue is persistent and affects many users. No reasonable workaround available. Includes time-sensitive requests such as feature activation or a data import.
Level 3
System performance issue or bug affecting some but not all users; routine inquiry regarding technical issues, application capabilities, navigation, installation or configuration; Reasonable workaround available. Resolution required as soon as reasonably practicable.