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Managed Service Provider (MSP) Admins can get interactive support directly from their Multi-Tenant Portal (MTP) in a variety of ways. Learn more about how ̽»¨´óÉñ supports you and your users below.

Prerequisites

• Prior to contacting ̽»¨´óÉñ Support, customers and partners are encouraged to review our Help Center articles. 

Considerations

• If you don’t find a solution in our Help Center, support requests can only be submitted by active Admins associated with your account. Further authentication of your identity may be required for security reasons.
• All customers, regardless of support tier, will be able to use self-service features, and see the status of the platform with the help of Live Chat. Premium customers have access to both self-service and live chat help from one of our experts.
• See Best Practices for Submitting Support Tickets for tips on what you can include in your support ticket that can help us, help you, faster. If there is an extraordinary circumstance and you can’t access your MTP to submit a support ticket, refer to the ̽»¨´óÉñ Employee/Customer Communication and Extraordinary Access Policy.

Support Includes:

• Product defect and issue triaging, analysis and resolution.
• Product integration assistance with resources through ̽»¨´óÉñ-supported protocols.

Support Request Guidelines

In order to gain a mutual understanding on the relative impact of a technical issue for an organization, the purpose of this section is to define severity levels, target response times, and an escalation path. ̽»¨´óÉñ support is available to eligible organizations as defined by ̽»¨´óÉñ Support Policies.

Support Tiers and Eligibility: 

• Premium Support – Customers and partners can opt for 24 x 7 x 365 priority support access via phone, email, and chat through ̽»¨´óÉñ’s Premium Support offering. This support level is ideal for all customers and especially those interested in efficiency, security, and maximizing their IAM investments.
• Standard Support – Our customers and partners who are currently engaged in month-to-month or annual contract billing plans with ̽»¨´óÉñ receive the benefit of ̽»¨´óÉñ’s support assistance.
• Free Account Customers – Help Center access is available to free account customers. If free account customers are interested in purchasing ̽»¨´óÉñ, they can enter a sales cycle through our sales team, or sign-up for our JumpStart program to become eligible for support.

Creating a Support Ticket

To create a Support ticket:

1. Log in to your MTP.
2. In the top right corner, click Support > Create a Support Ticket.  
3. Fill out the following details:
   • *Issue Category: Select a category from the dropdown.
   • *Subject: Give a brief summary of the issue.
     • For example: Mac agent install is failing.
   • *Brief Description of Issue: Let us know how we can help fix your problem.
     • For example: I’d like to be able to successfully install the Mac agent.
   • Impacted Organization: Select the org affected by the issue.Ìý
   • *Best Time for Us to Contact You: Choose the time range during which we can best reach you. 
   • Impacted Device: The Device ID can be found in your Admin Portal. Go to the impactedÌýDeviceÌýHighlightsÌýpage. Scroll down to theÌýDevice OverviewÌý>Ìý̽»¨´óÉñÌýDevice ID. Copy/paste this value into the submission ticket.
     • Note: Some orgs have settings that change this to be called the ̽»¨´óÉñ System ID. They both refer to the same thing.
   • Operating System: The operating system can also be found by