Support Services

Your direct connection to RapidIdentity experts.

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Call: 1-833-4IA-HELP | Email: support@identityautomation.com | Online: Customer Portal

Customer Portal

Identity Automation Customer Portal

As part of our support packages, Identity Automation customers receive access to Identity Automation’s Customer Portal. Please contact your Sales Representative to gain access. The portal provides customers and partners with a wide variety of informational and support resources to help maximize your investment in RapidIdentity.

On-Demand Training

Utilize our online, free video training to expand your knowledge of our products at a time and pace that is convenient for you. Our on-demand training resources are provided within the support portal and are continually updated.

Product Guides

Access a wealth of information, including user, administrator, and product guides. All RapidIdentity product documentation can be reached through the Applications module in the portal by clicking on the Product Guides icon.

User Forums

Engage with the knowledgeable Identity Automation community to ask and answer questions. The forums support our customer base on questions regarding the RapidIdentity platform and feature requests, as well as assist customers who are doing internal development on our platform.

Release Notes

Learn important information for each RapidIdentity release. RapidIdentity Release Notes provide information related to feature additions, enhancements, and bug fixes.

About Our Support Team

Support service team

Our dedicated and knowledgeable support team is here to help. Fully based in the United States, our world-class support team carries an average tenure of 13 years in the space, making them uniquely qualified to assist you with all of your questions and support needs.

Additionally, we take pride in our support satisfaction rates. Our customer satisfaction survey responses average 99.5% across the categories of Overall Satisfaction, Promptness, Professionalism and Technical Skills.

Support Plans

Identity Automation provides world class support as part of a customer’s subscription or license agreement. Customers are entitled to Incident Support for all issues relating to the logic configuration of their RapidIdentity implementation, along with the ability to submit feature requests.

Identity Automation offers three support tiers to meet your organization’s needs.

 

Available Support Packages Standard Priority Premium
Business Hours Support  ✓  ✓  ✓
 Customer Forums
Admin Guides  ✓
Integration Guides
 Training Videos
 24x7x365 support for Severity 1 issues
Improved SLA times
 1 After hours upgrade per year
 Monitoring of environment (hosted only)
24x7x365 support for Severity 1 and 2 issues
Monitoring of environment (hosted and on premises)
Fastest SLA times
Assigned premium support engineer
Logic and configuration adjustments
Weekly health check and report
Severity  Standard Support Priority Support Premium Support
1 (Blocker)

The entire system is down and all users are impacted

2 business hours

(After hours issues will be responded to the next business day)

1 business hour

2 hour response after hours (24x7x365)

1 business hour

2 hour response after hours (24x7x365)

2 (Critical)

A large subset of users are impacted OR an entire connected system is down

4 business hours 2 business hours 30 minutes

2 hour response after hours (24x7x365)

3 (Major)

A small subset of users are impacted

1 business day 4 business hours 2 business hours
4 (Minor)

A Single user is impacted OR a request for functionality change

2 business days 1 business day 4 business hours
5 (Trivial)

How-to questions, adding functionality, SSO enabling a new application

3 business days 2 business days 1 business day

Note: All times are during normal business hours unless specified as 24x7x365.

Business Hours: Monday – Friday, 7am – 6pm CST (Excluding Holidays)

Username Guide
guide

Get All the Tools to Create a Future-Proof Account Username Convention

Download “The Definitive Guide to Account Username Conventions” and follow these steps to develop the right username convention for your organization.

Get the Guide