Docker Premium Support and TAM Services
Always on 24×7 Global Support and Strategic Guidance
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)
TAM
Accelerate time-to-value with guided onboarding and proven best practices
Drive measurable outcomes with clear metrics across productivity, security, and adoption
Reduce risk and proactively optimize by identifying gaps and implementing best practices
SUPPORT FEATURE COMPARISON TABLE
|
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 Paid 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 |
– |
✔ |
(1) Available for Docker Business and DHI Enterprise 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.
TAM FEATURES
|
TAM Feature / Capability |
No TAM Services |
TAM Services |
|---|---|---|
|
Resources |
||
|
Access Docker newsletters, announcement, documentation, and public webinars |
✔ |
✔ |
|
Access to public communities, guides, and blogs |
✔ |
✔ |
|
Customized enablement assets and success plans tailored to your environment, enabling internal alignment, executive reporting, and cross-team coordination |
– |
✔ |
|
Strategic Governance & Executive Alignment |
||
|
Success criteria, adoption roadmap, and structured operating cadence aligned to business priorities |
– |
✔ |
|
Strategic Business Reviews with measurable reporting and clear accountability |
– |
✔ |
|
Advocacy of customer priorities into Docker Product & Engineering |
– |
✔ |
|
Platform Optimization, Standardization & Risk Reduction |
||
|
Health assessments and maturity reviews to identify gaps and opportunities |
– |
✔ |
|
Best practices for secure software supply chain, workflows, and Docker usage |
– |
✔ |
|
Optimization across Dockerfiles, images, CI/CD, and registry strategy |
– |
✔ |
|
Guidance on agentic development and AI governance |
– |
✔ |
|
Expansion & Long-Term Value Realization |
||
|
Roadmap alignment and scaling Docker across teams and use cases |
– |
✔ |
|
Targeting enablement aligned to your real-world architecture and use cases |
– |
✔ |
|
Ongoing measurement and analysis of adoption, usage, and business value |
– |
✔ |
Always-on support when it matters most
Everything you need to know about 24/7 support, response SLAs, and priority case handling.
Your strategic Docker advisor
Learn how a Technical Account Manager helps you drive adoption, reduce risk, and deliver measurable outcomes.
Talk to an expert
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