Standard

  • Public KB
  • Public Community
  • 2 authorized contacts

Bronze

  • Public KB
  • Public Community
  • 2 authorized contacts
  • 24/7 Phone support
  • Public Domo University courses
  • Guided education & certification
    • 8 public virtual seats
    • 2 private virtual classes
    • 12 certifications

Silver

  • Public KB
  • Public Community
  • 2 authorized contacts
  • 24/7 Access to phone support
  • Initial response time targets*
    • Severity 1 – 6 hours
    • Severity 2 – 10 hours
    • Severity 3 – 14 hours
  • Follow up response targets*
    • Severity 1 – 32 hours
    • Severity 2-3 – 72 hours
  • Cases handled by a Sr. Technical Advisor
  • Public Domo University courses
  • Guided education & certification
    • 8 public virtual seats
    • 2 private virtual classes
    • 12 certifications

Gold

  • Public KB
  • Public Community
  • 24/7 Access to phone support
  • 3 authorized contacts
  • Initial response time targets*
    • Severity 1 – 4 hours
    • Severity 2 – 8 hours
    • Severity 3 – 12 hours
  • Follow up Response Targets*
    • Severity 1 – 32 hours
    • Severity 2-3 – 72 hours
  • Cases handled by a Sr. Technical Advisor
  • Proactive maintenance communication and planning
  • Named Advisor
  • 3 service days
  • Public Domo University courses
  • Guided education & certification
    • 8 public virtual seats
    • 2 private virtual classes
    • 12 certifications
  • 2 custom educational onsite days

Platinum

  • Public KB
  • Public Community
  • 24/7 Access to phone support
  • 10 authorized contacts
  • Initial response time targets*
    • Severity 1 – 2 hours
    • Severity 2 – 6 hours
    • Severity 3 – 10 hours
  • Follow up Response Targets*
    • Severity 1 – 24 hours
    • Severity 2-3 – 72 hours
  • 10 service days
  • Named Advisor
  • Proactive maintenance communication and planning
  • Cases handled by a Sr. Technical Advisor
  • Weekly updates
    • Active tickets
    • Optimization metrics
  • Public Domo University courses
  • Guided education & certification
    • 8 public virtual seats
    • 2 private virtual classes
    • 12 certifications
  • 4 custom educational onsite days

Diamond

  • Public KB
  • Public Community
  • 24/7 Access to phone support
  • 15 authorized contacts
  • Initial response time targets*
    • Severity 1 – 1 hours
    • Severity 2 – 4 hours
    • Severity 3 – 8 hours
  • Follow up Response Targets*
    • Severity 1 – 24 hours
    • Severity 2-3 – 72 hours
  • 25 service days
  • Governance strategy
  • Dedicated phone line
  • Prioritized tickets with Development
  • Beta Access and Consultative services
  • Named Advisor
  • Proactive maintenance communication and planning
  • Cases handled by a Sr. Technical Advisor
  • Weekly updates
    • Active tickets
    • Optimization metrics
  • Public Domo University courses
  • Guided education & certification
    • 8 public virtual seats
    • 2 private virtual classes
    • 12 certifications
  • 6 custom educational onsite days

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

Severity Levels. 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:

Severity Level Description and Examples
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.

* Domo will use commercially reasonable efforts to respond to problems reported by Subscriber and verified by Domo in accordance with the priority level assigned to such incident by Domo. Except for Severity 1 issues, target response times are measured from the time Domo receives the report in regular business hours. Escalation to higher levels of Support management will occur if response time targets are not met.

For Domo Subscribers located in Japan, the technical support available to you is described at: https://www.domo.com/jp/company/support-package.