The Docker Customer Success and Technical Account Management organizations are excited to introduce the Premium Support and TAM service — a new service designed to extend Docker’s support to always-on 24/7, priority SLAs, expert guidance, and TAM add-on services. We have carefully designed these new services to support our valued customers’ developers and global business operations.
Docker Premium Support and TAM service offers development teams:
- Always-on, high-priority response
- Advanced incident analysis
- Guidance from Docker experts
- Support across the Docker ecosystem
- And much more, as you’ll see below
Always-on, high-priority response
In mission-critical technology environments, every minute counts. Docker Premium Support delivers 24/7 coverage, with guaranteed response SLAs as fast as one hour for Severity-1 critical issues. Customers also receive priority ticket routing, escalation management, and the option of live troubleshooting calls via Zoom — ensuring developers can quickly get back to what matters most: delivering innovative software.
Advanced incident analysis
Downtime shouldn’t just be fixed — it should be prevented. With Premium Support, major incidents include Root Cause Analysis (RCA) reporting, so your teams gain visibility into what happened and how Docker is addressing the issue moving forward. This proactive approach helps strengthen resilience and minimize repeat disruptions.
Guidance from Docker experts
As mentioned above, Docker Premium Support resources provide an always-on, high-priority response. But customers can extend their coverage with the Technical Account Manager (TAM) add-on, adding proactive, high-touch expertise through a trusted TAM advisor.
The TAM add-on service unlocks even greater value for Premium Support customers. TAMs are experienced Docker experts who act as committed advisors to your business lines and engineering teams, providing a strategic partnership tailored to your organization’s goals. The Premium Support service offers customers both Designated TAM and Dedicated TAM options. With a TAM, Docker Premium Support becomes more than a safety net — it becomes a force multiplier for your development organization.
Support across the Docker ecosystem
From Docker Desktop and Hub to Scout, Build Cloud, Hardened Images, AI Model Runner, MCP, Docker Offload, and more, Premium Support covers your entire Docker footprint. As your engineering organization adopts new Docker products or scales existing use, Premium Support and TAM services scale with you.
Why Premium Support matters
Enterprises rely on Docker for application development and delivery across cloud and hybrid environments. Additionally, new demands for secure software supply chains, AI-powered applications, and AI agent development, make modern software development even more challenging. Premium Support ensures that when the unexpected happens, your development teams are never left waiting. Further, with the TAM add-on, you gain a committed partner to guide strategy, adoption, and long-term success.
Next steps
The Premium Support and TAM service is available to Docker Business and DHI customers. The TAM service is available only to Premium Support customers. Additional fees may apply to the Premium Support service and to the TAM service. Contact sales to learn more about pricing.
Please leverage these resources to learn more about how Docker’s Premium Support and TAM service can help your organization.
- The Docker Premium Support & TAM guide
- Docker’s Premium Support & TAM feature page
- Contact our sales team directly to learn more
