Support and Education Bundles

Explore our comprehensive collection of Support and Education bundles and find the perfect solution to address your unique service needs.

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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
Error Reporting
Good Standing

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.

*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.