Dedicated Gold Add-On Resources (“Add-On Resources”)
A. Dedicated Customer Success Executive
The Dedicated Customer Success Executive Service (“Dedicated CSE Service”) subscription term begins on the applicable Order Form’s start date and ends on the Order Form’s end date. The Dedicated CSE Service is a service which assists the Customer on topics including but not limited to best practices, change management, and strategic planning specific to the Customer’s current or planned use of Okta and provides access to a Dedicated Customer Success Executive (“Dedicated CSE”) who is assigned and dedicated to the Customer and serves in an advisory role and as a customer advocate. The Dedicated CSE is available ninety (90) days after the initial subscription term start date (“CSE Mobilization Period”). During the CSE Mobilization Period, Okta shall provide a Customer Success Manager, who will provide regular communication and may also assist the Customer on topics including but not limited to onboarding, go-live activities, and usage metrics. The Customer may engage the CSM via email or phone as needed with questions, requests for information, or for other assistance. The Dedicated CSE will be available Monday through Friday, during standard business hours, subject to Okta’s reasonable discretion. The Dedicated CSE will not be available to the Customer on Non-Attendance Days. “Non-Attendance Days” means seven (7) Administrative Days during a 12- month term (or the pro-rated number of days for the applicable subscription term), plus the regional provision for public holidays recognized by Okta and paid time off (for example, vacation, sick time). “Administrative Days” mean internal training days, volunteer time off, and employer-required attendance at company events. The fees for the Dedicated CSE Service may be applied only to the Dedicated CSE Service activities and not toward the purchase of any other Okta product or service (including, without limitation, Service subscriptions, other or additional Support Services, or Professional Services). For clarity, the Dedicated CSE Service does not include delivery of implementation services (such as configurations or creation of any code destined for production use) but can provide input as set forth herein. Any code or Service configurations made available to the customer by Okta in connection with the Dedicated CSE Service are for illustrative and demonstrative purposes only and are not for use in production.
The Dedicated CSE Service will be provided remotely unless otherwise approved by Okta in its sole discretion.
B. Mission Critical Support
The Mission Critical Support Services (“Mission Critical Support”) subscription term begins on the applicable Order Form’s start date and ends on the Order Form’s end date. Mission Critical Support is a support service which advises Customer on topics including but not limited to trouble-shooting and reported service-affecting issues and provides access to a Mission Critical Support Engineer (“MCSE”) who shall serve as the Customer’s primary technical point of contact. For the avoidance of doubt, such MCSE is a named resource who may support more than one Okta customer during the subscription term.
The MCSE shall participate in business and case review meetings with the Customer as mutually agreed to by Okta and Customer. Response times and priority levels shall be as set forth in the Support Services tables above. The MCSE will be assigned all cases properly submitted by the Customer, unless Okta in its sole discretion determines that a response time and/or priority level deadline requires re-assignment of any such case to another resource. The MCSE is available ninety (90) days after the initial subscription term start date (“MCSE Mobilization Period”). During the MCSE Mobilization Period, Okta shall provide online support and a telephone number with call routing to an Okta Support Engineer, 24 hours a day, 7 days a week. Mission Critical Support is a regional-based offering and will be available only to the named Customer contacts Monday through Friday, during standard business hours, subject to Okta’s reasonable discretion. Mission Critical Support will not be available to the Customer on Non-Attendance Days. The fees for Mission Critical Support may be applied only to Mission Critical Support activities and not toward the purchase of any other Okta product or service (including, without limitation, product subscriptions, support, or professional services). For clarity, the Mission Critical Support does not include delivery of implementation services (such as configurations or creation of any code destined for production use).
Mission Critical Support will be provided remotely to the Customer unless otherwise approved by Okta in its sole discretion.
50% Dedicated MCSE | 100% Dedicated MCSE | |
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- References to regions relate to geographic areas Okta has mapped Support Services resources to.
- The purchase of Add-On Resources is non-cancelable, non-transferable, and fees paid are nonrefundable. If the Customer does not use the Add-On Resources purchased during the applicable subscription term, fees paid by the Customer may not be refunded, extended, rolled over to another subscription period, or applied to another account or Okta product, Service or Professional Services.
- Travel-related expenses incurred by Okta in performing Support Services requested by Customer will be separately invoiced to, and reimbursed by, the Customer in accordance with the Okta Travel and Expense policy.
- Services provided by Add-On Resources shall not result in a transfer of intellectual property rights between the parties. Any code or Service configurations made available to the Customer by Okta in connection with the Add-On Resources are for illustrative and demonstrative purposes only and are not for use in production.
- Customer may request to have the same Add-On Resource assigned for an additional term by submitting such request at least forty-five (45) days prior to the Order Form subscription end date.