Welcome to our NEW support portal! We are now One Identity, with a dedicated support site. Learn more.
Renew your support agreement before it expires. Contact a Support Renewal representative today to continue protecting your One Identity investment.
Renewing and maintaining your One Identity support agreement is the easiest and most cost effective way of protecting your product investment. An active maintenance agreement ensures uninterrupted access to product notifications and the latest upgrades, downloads and fixes/patches; skilled support professionals by phone, chat and online; and an extensive knowledge base of known solutions and self-help capabilities to keep pace with the demands of your IT and business users. You’ll avoid costly outages and loss of productivity and time, giving you the ability to focus on more strategic business objectives.
Keeps your solutions up-to-date
As technology advances, the number of critical software and firmware releases, security patches and regulatory compliance updates increase. Software, hardware and cloud application features are continually added or enhanced as systems evolve, so you need to ensure your solution can keep up with the ever-changing technology environment.
Your up-to-date maintenance agreement:
Upgrading your maintenance
If at any time, your business demands a higher level of service, we can help you find a service that better fits your requirements.
You have the option of upgrading to Premier Support, which is designed for complex environments that require a closer day-to-day relationship with our support team. Refer to the Support Offerings tab for more information. You may also want to consider a multi-year maintenance agreement to protect your investment with long term, uninterrupted access to all the features you currently enjoy with your current agreement, while offering price protection by eliminating annual maintenance uplifts.
Commitment to customer satisfaction
One Identity Support provides expert technical assistance worldwide through highly experienced professionals committed to customer satisfaction. Our highly skilled support engineers have comprehensive knowledge of our extensive portfolio of software, appliances and cloud services. Whether your product issue is big or small, your One Identity Support engineer will work with you to resolve your problem quickly and efficiently. We also recognize that excellence in customer support goes beyond just providing technical answers. Our goal is to give you the most positive user experience by providing you with the most robust self-service tools to quickly, efficiently and independently find answers to most questions right at your fingertips.
One Identity Support accommodates connected solutions by providing a comprehensive support plan to suit any business organization. Whether there is an issue with software, the hardware part of an appliance solution or one of our cloud-delivered technologies, our support engineers will collectively work to resolve the issue quickly and effectively. We recognize how important our products are to your business environment, and we strive to help you maximize your software investment by offering a wide range of global services to accommodate the varying needs of your organization.
For more information, about the different services we provide, please visit our Support Offerings.
|Support Features||Standard Support||24x7 Support||Premier Support|
|Maximum response time for Severity Level 1 issues||1 Hour||1 Hour||30 minutes|
|Technical support coverage (product level based)||Local Hours||24x72||24x72|
|Online forums, documents, videos and Knowledge Base|
|Online service request management|
|Basic how-to and trouble shooting assistance|
|Latest software/firmware upgrades|
|Direct access to senior support engineers|
|Designated Customer Success Manager|
|Faster response times, escalation and resolution|
|Proactive product updates and knowledge sharing|
|Monthly review calls and status reports|
|Single point of accountability to engage One Identity resources|
|Onboarding assistance, enablement and product adoption|
|Proactive prevention of issues and mitigation of risk|
Why is it important to renew before my maintenance expires?
A renewal prior to expiration ensures continuous maintenance services and avoids additional fees when lapsed on support
What happens if I don’t want to renew my maintenance?
If your maintenance lapses, you will not have access to technical support or the use of our valuable One Identity Support Portal where you can find software version downloads and a self-service knowledge base on our products. The downloads are inclusive of past, current and future versions of the product as well as bug fixes/patches.
Why do I have to pay back maintenance fees if I lapse on support?
During any period of maintenance lapse, we continue to invest in product R&D to provide upgrades/newer versions. When you reinstate your maintenance, you receive the benefit of the developments that took place during the lapsed period.
What is the reinstatement fee?
This is a late fee for contracts that were not renewed prior to their expiration date.
I didn't use technical support last year. Do I need to pay for service this year?
Customer's support needs vary from year to year. There may be one year where they need little support, and another where they need more than their annual fee may cover. In either case, we are available and support them for their annual maintenance fee. One Identity staffs technical support engineers based on the number of contracts in place to ensure we are available when the customer does need us.
Why is it important to stay current on support? Can’t I just pay as needed for technical support?
No. You can never predict when you will need support. A current maintenance contract ensures that support services are available if and when you do actually need them. Remember that a current support contract not only provides you with technical support, but you also continue to receive all the patches/fixes, updates and new versions of your software product.
Can I renew just the maintenance and not support?
No. Your maintenance and support are combined under your contract.
Why does support start at the time of invoicing and not at the time of installation?
As soon as you are invoiced, you are eligible to begin use of your product. We do not know when actual implementation will occur, and we want to ensure your services are available when you purchase the product.
Why has my maintenance cost increased from last year?
Due to our pricing structure we provide a discount from time of purchase with a nominal annual uplift. Regardless of the uplift, at no time will we ever charge you more than the list price for maintenance.