We’re committed to your success, and that means answering your questions and solving your problems as completely and efficiently as possible. Our best-in-class support team is here to ensure that you get the most from your RapidIdentity Identity and Access Management software.
Call: 1-833-4IA-HELP | Email: [email protected] | Online: Customer Portal
Share Your Feedback: [email protected]
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.
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.
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.
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.
Learn important information for each RapidIdentity release. RapidIdentity Release Notes provide information related to feature additions, enhancements, and bug fixes.
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.
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 hour response time
(After hours issues will be responded to the next business day) |
1 business hour response time
2 hour response time after hours (24x7x365) |
1 business hour response time
2 hour response time after hours (24x7x365) |
| 2 (Critical)
A large subset of users are impacted OR an entire connected system is down |
4 business hour response time | 2 business hour response time | 2 business hour response time
2 hour response time after hours (24x7x365) |
| 3 (Major)
A small subset of users are impacted |
1 business day response time | 4 business hour response time | 2 business hour response time |
| 4 (Minor)
A Single user is impacted |
2 business day response time | 1 business day response time | 4 business hour response time |
| 5 (Trivial)
How-to questions |
3 business day response time | 2 business day response time | 1 business day response time |
Note: All times are during normal business hours unless specified as 24x7x365.
Business Hours: Monday – Friday, 7am – 6pm CST (Excluding Holidays)