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.
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:
*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.