The OneTrust Support Description sets out the technical support services that OneTrust calls “Support & Maintenance Services” and the “Success Packages” entitlements that accompany a subscription. It states that it is governed by the agreement executed between OneTrust and the customer and that, if the two conflict, the agreement prevails.[1] OneTrust offers four Success Packages, Essential, Plus, Premier and Signature. The Essential package consists of the Support & Maintenance Services only, and if no Success Package is designated on the Order Form the customer is entitled to Essential only.[1] The Master Terms define “Support” as the Essential Success Package as described in the Support Description, unless the Order Form specifies otherwise, and warrant that Support will conform to the Support Description and not materially degrade during the term.[2] The legal center repeats that OneTrust may update the Support Description from time to time while committing that the level of Support will not materially degrade during the subscription term.[3] The document reviewed was last updated on 2025-09-02.[1]
Success Packages do not apply to Cloud Services provided as a free trial or as part of a proof of concept.[1] See Success Packages.
Support and Maintenance Services
Scope
During the Subscription Term OneTrust provides access to the Support Portal, including digital self-help resources, and remote assistance for reported break-fix issues, including troubleshooting, diagnosis and, where appropriate, workarounds. Resolutions that require code fixes follow OneTrust’s software development and release cycle and “may not be available on demand”. Support is in English, and other languages may be offered but are not guaranteed.[1] Unless a package says otherwise, support is available Monday to Friday between 8AM and 11PM GMT, excluding local holidays of OneTrust offices.[1]
Support is limited to the base delivered functionality of the Cloud Services. It does not include customization, such as custom roles, CSS, integrations or other third-party products, and it does not include assistance for new configurations, training or implementation activities.[1] Named customer representatives, designated as Support Contacts, must submit requests through the Support Portal; OneTrust does not offer standby support; and the customer decides, at its sole discretion, whether to let OneTrust access its production tenant for troubleshooting.[1]
Severity levels and Essential response times
| Severity | Definition (summary) | Essential target response |
|---|---|---|
| 1 | Critical production issue making the Cloud Services unavailable or unusable, halting business operations, with no procedural workaround | Four business hours |
| 2 | Major functionality impacted or significant performance degradation, with no reasonable workaround | Eight business hours |
| 3 | Partial, non-critical loss of use with medium-to-low business impact; a short-term workaround exists | Sixteen business hours |
| 4 | Inquiry about a routine technical issue, capabilities, navigation, installation or configuration; a bug affecting few users with an acceptable workaround | Twenty-four business hours |
The targets are for OneTrust’s initial response “once a support request ticket is processed”. Severity is determined “at the sole discretion of OneTrust” using the table of definitions, and a customer who disagrees can use the “Escalate” function in the Support Portal. Targets and OneTrust’s ability to assist depend on the customer providing the necessary information and tenant access, and on the customer’s availability.[1]
The document states that target response times cannot be guaranteed, although reasonable efforts will be made to minimise disrupted access, that corrections are subject to verification and reproduction of the error, and that corrections may be a temporary workaround, patch or manual routine.[1]
Maintenance and availability
Scheduled maintenance takes place between 10PM and 2AM local time, based on the location of the data center the customer chose, with at least twenty-four hours’ notice through the Support Portal if the customer has opted to receive notices.[1] The Support Description does not contain an availability commitment: it says it “does not address Service Level Agreement in relation to software infrastructure and uptime availability”, and that any such SLA is governed by the Agreement.[1] The Master Terms reviewed contain no uptime percentage or service credit, so the documents reviewed do not state one. A customer that needs an availability commitment should look to its Order Form.
Success Package entitlements
Section 3 of the Support Description describes entitlements grouped as adoption and success alignment, training, support, value assessment and product engagement, and advocacy and feedback; section 5 allocates them to the Plus, Premier and Signature packages.[1] Entitlements that can be quantified are “non-transferable, and do not roll over and will not be credited to Customer’s account if not used by Customer in the applicable Subscription Term”, and delivery depends on the customer meeting its payment obligations; OneTrust need not perform services if the account is past due.[1]
Comparison
| Entitlement | Essential | Plus | Premier | Signature |
|---|---|---|---|---|
| Severity 1 support hours | Monday to Friday, 8AM to 11PM GMT | 24/7/365 | 24/7/365 | 24/7/365 |
| Target response, Severity 1 / 2 / 3 / 4 (business hours) | 4 / 8 / 16 / 24 | 3 / 6 / 10 / 20 | 2 / 4 / 8 / 16 | 1 / 4 / 8 / 16 |
| Root cause analysis target, Severity 1 / 2 | Not listed | Not listed | 10 days / 15 days | 7 days / 10 days, plus a Root Cause Statement for Severity 3 |
| Priority queuing | No | No | Included | Included |
| Assigned escalation point of contact | No | No | No | Included |
| Support reviews | No | No | No | Up to 2 a year |
| Qualified support readiness for special events | No | No | No | Up to 4 a year |
| Business review | No | No | As often as quarterly | Quarterly |
| Executive briefing | No | No | Annual | Semi-annual |
| Architectural engagements | No | No | Up to 2 a year | Up to 6 a year |
| Expert coaching | No | No | 2 sessions a week | 2 sessions a week |
| Private preview participation | No | Included | Included | Included |
| TrustWeek training passes | No | Not listed | 2 a year | 8 a year |
The Essential column shows what section 2 provides and the other columns what section 5 lists; entries marked “No” or “Not listed” mean the section 5 table for that package does not list the entitlement.[1] Plus also includes a public online certification training course and customer user groups, with TrustWeek passes “for purchase”.[1] Premier adds annual operational readiness, business value workshop, success metric and KPI reporting and customer value brief, semi-annual roadmap updates, and two TrustWeek passes.[1] Signature adds, among other things, a tailored e-learning track each year, priority registration for product training for up to ten people per course, up to three private virtual courses, one private on-site training a year of up to eight credit hours for up to thirty attendees, semi-annual KPI reporting and customer value briefs, quarterly roadmap updates, participation in OneTrust Advisers, roadmap feedback with product leadership, and eight TrustWeek passes with a priority speaker application.[1]
Notes on specific entitlements
- Expert coaching is limited to two requests per week, each needing no more than one hour of a OneTrust resource. Sessions exclude implementation and break-fix support, are scheduled in advance and cannot be carried forward or transferred within the customer’s group of companies.[1]
- Architectural engagements give strategic guidance and do not include troubleshooting or hands-on implementation.[1]
- Qualified Support Readiness for special events such as major launches or migrations must be requested at least four weeks before the event.[1]
- Private previews are voluntary and depend on active previews and on the customer’s purchased Cloud Services.[1]
- Premier changes. The Premier entitlements in the 2025-09-02 document apply only to Premier subscriptions that started or renewed on or after August 20, 2025; earlier Premier subscriptions refer to the support description in OneTrust’s archive.[1] A customer on a Premier subscription should therefore check the start or renewal date before applying the table above.
Location and cost of services
All services are performed remotely, generally by screen share, telephone, e-mail and support tickets. They do not include travel or on-site visits unless mutually agreed, and travel and expenses are invoiced separately where applicable.[1] The document also states that OneTrust does not give legal advice and does not guarantee compliance with laws, and that configuration and process decisions in the Cloud Services are the customer’s responsibility.[1]
Points for a licence manager
These points follow from the text and are commentary, not contractual advice.
- Find which Success Package the Order Form designates. Without one, the entitlement is Essential only.
- Treat quantified entitlements as use-it-or-lose-it within each term, since they do not roll over or convert to credits.
- Look for any uptime commitment outside this document: the Support Description says it does not address one.
- Record the subscription start or renewal date for Premier, because entitlements changed for subscriptions that began or renewed on or after August 20, 2025.
- Note that Success Packages do not apply to trials or proofs of concept, so use during evaluation carries no support entitlement under this document.
Out of scope
This article does not cover professional services, which are documented in statements of work; the Data Processing Addendum; OneTrust’s separate partner success packages; training catalog contents; or any price for a Success Package, which OneTrust does not publish.