Elevating Support: Introducing Optimizely's New Tiered Structure

At Optimizely, we are constantly evolving to provide our customers with the best possible experience. Today, we are excited to announce a significant transformation in our Technical Support Services (TSS) structure, designed to enhance scalability, accelerate response times, and deliver even higher quality support.

From Siloed to Scalable: Our Journey to a New Support Model

Historically, our support organization grew organically, with dedicated support teams for each product. While this approach facilitated rapid adaptation in the past, it inadvertently led to a siloed structure that limited our ability to scale efficiently. Our previous model, with separate teams for incident management, service desk, and product-specific application support, was not sustainable for future growth.

Introducing Our Tiered Support Approach

To address these challenges and build a more resilient and adaptable support system, we are transitioning to a non-product-specific tiered support model:

• Tier Zero: Self-Service & AI-Powered SolutionsThis foundational tier focuses on empowering you with comprehensive self-service documentation. A key component here is AI ticket interception, which will intelligently guide you to relevant resources or assist in crafting detailed support tickets, ensuring you get to the right solution faster.
• Tier One: 24/7 First Response & TriageOur Tier One team provides 24/7 first response, handling most service requests and interpreting customer-reported issues. This team is designed for timely and fast initial resolution, and will efficiently identify when a subject matter expert (SME) from another team is needed for quicker resolution, or if an issue requires engineering intervention.
• Tier Two: Product Specialists & Continuous ImprovementComprised of our product specialists, the Tier Two team brings multi-area knowledge to complex issues. This tier is dedicated to continuous improvement, working to elevate the capabilities of Tier One and influencing Tier Zero by contributing to better documentation and AI ticket interception.
• Premium Support: Bespoke Service for Top Revenue CustomersOur Premium Support offering is a tailored service, providing 24/7/365 prioritized technical support. This includes a designated senior support engineer, enhanced SLAs (99.9%), improved response times (15 minutes), and expert services credits, ensuring a personalized and proactive support experience.

The Power of AI in Our New Structure

Just as Optimizely brings the power of AI to our customers, we are now leveraging it internally to optimize our support processes. AI will play a crucial role in:

• Interception and Resolution: Guiding customers to self-service options or helping them create well-documented tickets.
• Agentic AI: Assisting customers in crafting comprehensive tickets, ensuring all necessary information is collected upfront for faster resolution.
• In-App Support with Opal: Soon, you'll be able to leverage Opal directly within our applications for real-time assistance, including the ability to open tickets from an agentic perspective.

Our Commitment to You

This new tiered support structure, bolstered by cutting-edge AI, is a testament to our commitment to providing you with a more scalable, responsive, and higher-quality support experience. We are extremely excited about this evolution, which will enable us to adapt to changing market demands and scale effectively as we continue to innovate and release new features and products.

We believe this strategic shift will foster greater predictability, partnership, and personalization in our support interactions, ultimately leading to a more seamless and efficient experience for all our valued customers.