Datadog Premier Support
Service · Support & maintenance by Datadog
Expert assistance and designated support for rapid resolution and efficient rollouts.
It is the ideal choice for teams needing high-touch collaboration, including live troubleshooting and 5 annual Elevated Support Days.
Category: Observability & Monitoring
- Availability
- Global support for organizations using the Datadog platform
- Elevated Support Days
- 5 days per year
- Account Management
- Designated Premier Account Liaison
- Review Frequency
- Quarterly Business Reviews
- Troubleshooting Mode
- Live collaborative sessions
- Support Access
- Direct access to expert engineers
- Direct access to expert support engineers
- Designated Premier Account Liaison for priority handling
- Up to 5 Elevated Support Days per year
- Live troubleshooting via collaborative bridge calls
Overview
Datadog Premier Support is a premium assistance service designed for organizations that require expedited technical resolution and strategic guidance for their observability platform. The service is built to handle complex setups and rapid rollouts, ensuring that engineers familiar with a customer's specific environment are available for live troubleshooting. A key feature of the plan is the provision of up to 5 Elevated Support Days per year, where Datadog experts join a customer's internal communication channels and bridge calls during critical events. This service aims to maximize platform uptime and efficiency by providing a high-touch, collaborative support model.
Designated Support Resources
- Expert Support Access: The service provides direct access to expert support engineers for priority handling of technical issues.
- Quarterly Business Reviews: Customers receive quarterly business reviews to monitor progress and align on strategic objectives.
- Context-Aware Troubleshooting: Support engineers familiar with the customer's specific setup provide context-aware troubleshooting.
Critical Event Management
- Elevated Support Days: Customers can schedule up to 5 days of Elevated Support each year for critical events.
- Tailored Event Planning: Datadog provides a tailored event plan for scheduled Elevated Support periods.
- Direct Channel Collaboration: Support Engineers join customer channels and bridge calls during critical impact issues.
Operational Efficiency
- Rollout Acceleration: Premier Support Engineers assist teams in completing rapid and efficient rollouts of their observability footprint.
- Complex Setup Guidance: The team provides guidance through complex setups to maximize platform uptime and efficiency.
- Investment Protection: The service helps mitigate and resolve critical impact issues with urgency to protect platform investments.
What's included
- Direct access to expert engineers, designated liaison, quarterly reviews, and 5 elevated support days per year
Use cases
- Engineering teams use Premier Support to accelerate large-scale observability rollouts with guidance from experts familiar with their setup.
- Operations teams schedule Elevated Support Days during critical system migrations to have Datadog engineers present in their bridge calls.
Specifications
- Delivery
- Online and remote via collaborative channels, bridge calls, and scheduled troubleshooting sessions
- Team
- Expert support engineers and a designated Premier Account Liaison
- Availability
- Global support for organizations using the Datadog platform
- Elevated Support Days
- 5 days per year
- Account Management
- Designated Premier Account Liaison
- Review Frequency
- Quarterly Business Reviews
- Troubleshooting Mode
- Live collaborative sessions
- Support Access
- Direct access to expert engineers
How it works
- Plan Selection: Organizations contact Datadog to add Premier Support to their existing platform subscription.
- Liaison Assignment: A designated Premier Account Liaison is assigned to the account to understand the customer's specific environment and setup.
- Ongoing Collaboration
- Event Activation: For critical events or complex rollouts, customers schedule Elevated Support days to have engineers join their internal channels.
FAQ
What are Elevated Support Days?
Elevated Support Days are scheduled periods (up to 5 days per year) where Datadog provides a tailored event plan and places Support Engineers directly in your communication channels and bridge calls.
How does this service assist with new deployments?
Premier Support helps by providing expert engineers who are familiar with your specific setup to guide you through complex configurations and ensure rapid, efficient rollouts.
Added by AntSpace from public sources (datadoghq.com).