Docker Premium Support and TAM Service
Always on 24×7 Global Support and Priority Ticket Handling
Premium Support
24/7 support with guaranteed response SLAs as low as 1 hour
Priority case handling, escalation paths, and root cause analysis
Support with Live Troubleshooting
calls (Zoom)
Technical Account Management (TAM)
Technical Account Manager (TAM) add-on for strategic guidance
Advisory reviews on best practices, security posture, and ROI optimization
Access to exclusive resources, proactive check-ins, onboarding
|
Docker Support Feature Comparison |
|||||
|---|---|---|---|---|---|
|
Docker Business and DHI |
|||||
|
Support Feature/ Capability |
Standard Support |
Premium Support 1 |
|||
|
Always-On, High-Priority Response |
|||||
|
Initial Technical Support Response |
1 Business day (all severity levels) |
1 hr (Severity 1) 2 4 hr (Severity 2) 8 hr (Severity 3) |
|||
|
Support Availability |
24×5 |
24×7 |
|||
|
Priority Ticket Routing |
– |
✔ |
|||
|
Escalation Management |
– |
✔ |
|||
|
Support with Live Troubleshooting calls via audio/video conferencing |
– |
✔ |
|||
|
Advanced Incident Analysis |
|||||
|
Root Cause Analysis Reporting – Major Incidents and Problems |
– |
✔ |
|||
|
Support Across the Docker Ecosystem |
|||||
|
All Docker Products |
✔ |
✔ |
|||
|
Support for Docker Desktop versions up to 6 months older than the latest |
✔ 3 |
✔ 3 |
|||
|
Guidance from Docker Experts |
|||||
|
TAM add-on – Engage with a Technical Account Manager for proactive support and strategic guidance |
– |
✔ 4 |
|||
(1) Available for Docker Business and DHI subscriptions (additional fees may apply).
(2) Severity 1 – Critical: Full outage; Severity 2 – High: Major disruption; Severity 3 – Medium: User issue, workaround available.
(3) Excluding major bugs and security updates, which may, depending on the issue, be available only over the latest version.
(4) Available only to Premium Support customers (additional fees may apply).
|
Technical Account Manager (TAM) Features Available only to Premium Support customers (additional fees may apply) |
|||||
|---|---|---|---|---|---|
|
Docker Business and DHI |
|||||
|
TAM Feature / Capability |
TAM add-on1 for Premium Support |
||||
|
Quickstarts |
Foundational onboarding that guides teams through product activation and configuration according to proven best practices, ensuring rapid time-to-value. The onboarding is repeated for each new team as Docker adoption expands across your organizations. |
✔ |
|||
|
Health & Adoption |
Ongoing advisory reviews to partner with your teams and align Docker’s capabilities with your company’s goals |
✔ |
|||
|
Roadmap & Enablement Advisory |
Roadmap briefings tailored to use cases. Joint adoption experiments with new features and clear success criteria to ensure feature uptake has measurable impact |
✔ |
|||
|
Architecture & Design Advisory |
Periodic reviews against Docker reference patterns for best practices. Specific reviews can include containerization, security posture, and AI posture |
✔ |
|||
|
EBRs/QBRs |
Virtual or on-site sessions to ensure customers understand how they are currently leveraging Docker products, where they can grow with Docker to meet their business objectives, and the ROI obtained using Docker products |
✔ |
|||
|
TAM add-on options |
A Designated TAM provides proactive and strategic guidance to maximize Docker product value. A Dedicated TAM provides full-time technical account management support. |
✔ |
|||
(1) Available only to Premium Support customers (additional fees may apply)
Curious how the Premium Support and TAM service could help your team?
Contact sales to get started with the service and download the Docker Premium Support and TAM resource guide.