Optimizely’s Global Support Team

Enable your teams to start testing and build your culture of experimentation by partnering with our global experts for technical help on anything Optimizely. Running under a tight deadline? Priority Support provides you fast, local responses as well as weekend support for critical issues.

Our Priority Support Metrics

World Class C-SAT

Optimizely maintains a best in class C-SAT. A survey is sent after every ticket closes. Last year our C-SAT hit an astounding 97.2%!

Best in Class NPS

Optimizely uses the Net Promoter System to understand how our customers perceive our Support Team. For our industry 60 is best in class, but our Priority Support received above best in class marks at 90.

SLA Adherence

Our Support Team prides itself on delivering high quality answers to our customers as quickly as possible. This allows us to hit our incredibly high SLA standard for Priority Support.

Our Support Feature Matrix

Expedited SLAs and phone support give you immediate access to our world-class Support team so you can focus on getting tests out the door and reaching value. Talk to Sales about which Support plan is right for you!

Feature Standard Priority Priority Support Plus
Web Support (8/5) Included Included Included
Web Support (24/7)   Included Included
Phone Support (24/7)   Included Included
24/7 Critical Ticket Support (1 hr SLA)   Included Included
Support Regions Choose 1: Americas, APAC, or EMEA All included: Americas, APAC, and EMEA All included: Americas, APAC, and EMEA
Phone Scheduling   Included Included
Ticket Creators 3 Unlimited Unlimited
Regional Dedicated Resource     Included
QBR - Quarterly Ticket Analysis     Included