> ## Documentation Index
> Fetch the complete documentation index at: https://docs-staging-quickstart-revamp.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

> The different levels of Auth0 support

# Premier Success Plans

**Premier Success Plans Priority Levels**

In the event that a Service-affecting issue is detected by Okta or reported by Customer, Okta shall, in its reasonable discretion, categorize the Priority Level pursuant to the criteria below.

<table class="table">
  <thead>
    <tr>
      <th>Priority level</th>
      <th>Description</th>
      <th>Examples</th>
    </tr>
  </thead>

  <tbody>
    <tr>
      <td>1</td>
      <td>A Service failure or severe degradation. Customer is unable to access any business resources.</td>
      <td>Service is down and not accessible by Users; Service is slowed to such a degree that multiple Users cannot log in, resulting in consistent “page not found errors” or similar.</td>
    </tr>

    <tr>
      <td>2</td>
      <td>A partial Service failure or mild degradation. Customer is able to access some but not all business resources.</td>
      <td>Customer lacks write-access to the administrative feature of the Service (excluding regularly scheduled Service upgrades); Users can access the Service, but access is slow, sometimes resulting in “page not found” messages or similar, with access functioning as expected upon page refresh.</td>
    </tr>

    <tr>
      <td>3</td>
      <td>Minor Service impact. Customer is able to access almost all business resources.</td>
      <td>Non-critical individual third party applications such as “personal email” are not accessible by all Users; one User is not able to access a business application; Customer is unable to successfully integrate a new business application with the Service.</td>
    </tr>

    <tr>
      <td>4</td>
      <td>Customer is able to access all business resources. Service feature enhancement request or how-to/product-functionality questions.</td>
      <td>How-to questions and Service feature enhancement requests.</td>
    </tr>
  </tbody>
</table>

**Premier Success Plans Response Times and Support Hours**

Okta will use reasonable efforts to adhere to the following response times pursuant to the Okta Premier Success Plan indicated on the Order Form. Okta may reduce case priority to a lower Priority Level at its discretion. For clarity, Response Time refers to the period of time from when a support case has been submitted by Customer and Okta’s initial response to Customer.

If Customer selects a Priority Level 1 case priority, Customer shall remain accessible (continuous 24x7 availability) for engagement and troubleshooting with Okta support from the time the case is submitted until the issue is mitigated.

<table class="table">
  <thead>
    <tr>
      <th />

      <th>Basic</th>
      <th>Silver</th>
      <th>Gold</th>
    </tr>
  </thead>

  <tbody>
    <tr>
      <td>Support Hours</td>
      <td>24x5\*</td>
      <td>24x7</td>
      <td>24x7</td>
    </tr>

    <tr>
      <td>Priority Level 1 Response Time</td>
      <td>2 hours</td>
      <td>1 hour</td>
      <td>30 minutes</td>
    </tr>

    <tr>
      <td>Priority Level 2 Response Time</td>
      <td>12 hours</td>
      <td>2 hours</td>
      <td>1 hour</td>
    </tr>

    <tr>
      <td>Priority Level 3 Response Time</td>
      <td>24 hours</td>
      <td>8 hours</td>
      <td>4 hours</td>
    </tr>

    <tr>
      <td>Priority Level 4 Response Time</td>
      <td>24 hours</td>
      <td>24 hours</td>
      <td>24 hours</td>
    </tr>
  </tbody>
</table>

\*Okta shall endeavor to meet 24x5 Support Hours (12:01am Monday until 11:59pm Friday local time) for Basic, but reserves the right to reduce Support Hours at its discretion.

[Auth0 Enterprise and Premier Support](/docs/troubleshoot/customer-support/auth0-enterprise-and-premier-support) are no longer offered to new customers or customers that have transitioned to a Premier Success Plan.

## Learn more

* [Support Channels](/docs/troubleshoot/customer-support/support-channels)
* [Responsible Disclosure Program Security Support Tickets](/docs/troubleshoot/customer-support/responsible-disclosure-program-security-support-tickets)