{
  "schema_version": "1.2.0",
  "generated_at": "2026-09-09T01:12:48.605Z",
  "last_modified": "2026-06-23",
  "result": {
    "slug": "dynatrace",
    "name": "Dynatrace",
    "vendor": "Dynatrace",
    "website": "https://www.dynatrace.com",
    "category": "monitoring-and-observability",
    "category_name": "Monitoring & Observability",
    "tags": [],
    "sla_url": "https://www.dynatrace.com/company/trust-center/sla/saas/",
    "last_verified": "2026-06-23",
    "sla_status": "credit",
    "sla_status_label": "Credit-backed",
    "sla_help_wanted": false,
    "status_page": null,
    "scope": "global",
    "uptime": 99.5,
    "max_credit_percent": 10,
    "max_credit": {
      "kind": "capped",
      "label": "10%",
      "value": 10,
      "unit": "percent"
    },
    "has_automatic_credits": false,
    "min_plan_for_sla": "standard",
    "needs_review": false,
    "default_credit_policy": {
      "calculation": "flat",
      "remedy": "credit",
      "max_credit_percent": 10,
      "unit": "percent",
      "note": null,
      "automatic": false,
      "credit_tiers": []
    },
    "claim_process": {
      "deadline_days": 30,
      "deadline_basis": "incident_date",
      "business_days": false,
      "method": "Dynatrace Support Ticket (subject line \"SLA Credit Request\")",
      "url": "https://www.dynatrace.com/company/trust-center/sla/saas/",
      "required_evidence": [
        "Subject line \"SLA Credit Request\"",
        "Dates and times the SaaS environment was Unavailable",
        "URL of the affected Dynatrace SaaS environment",
        "Other related information reasonably requested by Dynatrace"
      ],
      "review_days": null,
      "credit_application": "Applied toward a renewal or purchase of additional Dynatrace SaaS subscriptions; must be applied within one year of issuance or it expires"
    },
    "exclusions": [
      "Planned down times announced at https://status.dynatrace.com/",
      "Force majeure events outside Dynatrace's or its cloud providers' reasonable control",
      "Customer-side issues (equipment, software, or misconfiguration not under Dynatrace's control)"
    ],
    "support": {
      "tiers": [
        "Standard Support",
        "Enterprise Success and Support"
      ],
      "has_24x7": true,
      "fastest_response": "30 min (Sev1, Enterprise)",
      "response_is_sla": false,
      "designated_contact": "team",
      "architecture_review": true,
      "professional_services": true,
      "success_program": true,
      "training": false,
      "pricing": "custom",
      "source_url": "https://www.dynatrace.com/company/trust-center/support-policy/",
      "note": "Enterprise Success and Support adds 24x7, priority response targets, a success manager, and config/environment reviews. Deeper architecture work is separate professional services. Response times are targets, not credit-backed. In-product chat + portal + Zoom for Sev1 (no phone hotline published). Enterprise 24x7 (Standard business hours). ACE consultants are a separate professional-services purchase. In-product chat + portal + Zoom for Sev1 (no phone hotline published). Enterprise 24x7 (Standard business hours). ACE consultants are a separate professional-services purchase."
    },
    "support_tiers": [
      {
        "name": "Standard",
        "slug": "standard",
        "price": "Included",
        "sla_eligible": true,
        "response_time": "< 24 hours"
      },
      {
        "name": "Enterprise",
        "slug": "enterprise",
        "price": "Custom",
        "sla_eligible": true,
        "response_time": "< 1 hour"
      }
    ],
    "sla_tiers": [
      {
        "name": "Enterprise Success and Support",
        "requirement": "Active Enterprise Success and Support subscription",
        "uptime": 99.95,
        "max_credit_percent": null,
        "sla_url": "https://www.dynatrace.com/company/trust-center/sla/saas/"
      }
    ],
    "services": [
      {
        "id": "apm",
        "name": "Application Performance Management",
        "category": "apm",
        "description": "Full-stack APM",
        "sla_url": "https://www.dynatrace.com/company/trust-center/sla/saas/",
        "uptime": 99.5,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "infra",
        "name": "Infrastructure Monitoring",
        "category": "monitoring",
        "description": "Infrastructure observability",
        "sla_url": "https://www.dynatrace.com/company/trust-center/sla/saas/",
        "uptime": 99.5,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "logs",
        "name": "Log Management",
        "category": "logging",
        "description": "AI-powered log analytics",
        "sla_url": "https://www.dynatrace.com/company/trust-center/sla/saas/",
        "uptime": 99.5,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "rum",
        "name": "Real User Monitoring",
        "category": "analytics",
        "description": "Digital experience monitoring",
        "sla_url": "https://www.dynatrace.com/company/trust-center/sla/saas/",
        "uptime": 99.5,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      }
    ],
    "notes": "Dynatrace is a Monitoring & Observability provider. See the official SLA at [https://www.dynatrace.com/company/trust-center/sla/saas/](https://www.dynatrace.com/company/trust-center/sla/saas/).\n\n<!-- Add human-readable notes about Dynatrace's SLA nuances here. -->"
  }
}