Support & Services


Whether for startups or Fortune 500 companies, Oracle Dyn has support services configured to meet your needs – scalable to deliver the right level of support to the right customer at the right time.

Enterprise Service Levels

Service Levels

Basic*

Express

Standard

Gold

Platinum

Phone Support Mon – Fri
8 AM to 8 PM EST †
Mon – Fri
8 AM to 8 PM EST
24/5
Sun 8 PM EST to
Fri 8 PM EST
24/7 24/7
Email Support Mon – Fri
8 AM to 8 PM EST
Mon – Fri
8 AM to 8 PM EST
24/5
Sun 8 PM EST to
Fri 8 PM EST
24/5
Sun 8 PM EST to
Fri 8 PM EST
24/7
Weekend Support N/A N/A Phone Only @ $200/hr
(1 hr minimum)
Phone Only Phone & Email
Support Queuing Standard Standard Standard Gold Escalated Platinum Escalated
Response Time SLA
(does not apply to resolution time)
N/A 4 Business Hours 4 Business Hours 1 Business Hour 30 Minutes

Standard level support is included with all enterprise products. To upgrade to higher levels, please speak with your Dyn representative.

* The "Basic" support level applies to our Remote Access, Standard DNS and Domain Registration products.

† Phone support is not available for our Remote Access product.

Professional Services


While some smaller organizations can get started with Oracle Dyn using self-service documentation and online resources, larger enterprises often have more complex technical architecture and require further initial consultation and training by Oracle Dyn.

For a flat one-time fee, the QuickStart Onboarding Service enables your organization to get started with Oracle Dyn’s Internet performance solutions as soon as possible. You can be running live within hours in most cases. Note that QuickStart services must be utilized within 45 days of contract signing.

Training


While it is certainly possible for customers to make full use of Oracle Dyn’s products using the online resources provided with the products, there are cases where live training is warranted. Often new users are added to our customer’s team or the use of our products is expanded to new groups within our customer’s organization.

The remote training totals four hours and can be scheduled in multiple sessions over different days. The onsite training is done in a single day and enables more hands-on use of the product and a greater level of interactive learning.

Support


You can count on Oracle Dyn’s highly-trained and highly-engaged personnel to be there when your team has configuration questions, troubleshooting problems, or anything in between.

Sales Engineering & Implementation Team

Getting started with Oracle Dyn’s Internet performance solutions is an easy experience, thanks to our Implementation team’s collective decades of experience and intimate knowledge of our products from all angles.

Technical Support Team

Our Technical Support Team helps our customers after implementation is completed, providing ongoing support no matter how big or small the need may be. Happy customers that use and love their Oracle Dyn products are what drives this team every day.