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Support Services

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Support Guide

One Identity Support provides solution support 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 investment by offering a wide range of global services to accommodate the varying needs of your organization.

One Identity Support Services Datasheet (PDF)

Overview of the services offered by One Identity Support.

Standard Support is an extensive range of services, available Monday through Friday, during One Identity Support business hours in a single geographic region. With the purchase of Standard Support, you will receive the following elements of service:

  • Unlimited 24x7 access to our support portal
  • Technical support resources available during local business hours
  • Access to online forums, documents, videos, and Knowledge Base
  • Online service request management
  • Basic how-to trouble shooting
  • The latest software/firmware upgrades
  • Unlimited phone and chat support
  • Support is provided in English with local language accommodated when possible

Support FeaturesStandard Support24x7 SupportPremier Support
Maximum response time for Severity Level 1 issues1 Hour1 Hour30 minutes
Technical support coverage (product level based)Local Hours24x7224x72
Online forums, documents, videos and Knowledge Base
Online service request management
Basic how-to and trouble shooting assistance
Latest software/firmware upgrades
Phone support
Email support
Chat support
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

Support is provided in English with local language accommodated when possible.
There are some products that require 24x7 Support. See your sales account representative for details
1
For severity Level 1 issues only. Support calls will be handled by regional support teams during local business hours, and managed by the global support queue outside those hours.
2
Technical support coverage determined by the product maintenance contract. Premier Support is provided at the customer level covering all One Identity products.

24x7 Support is the appropriate option if you require around-the-clock support coverage or support across multiple time zones. This service provides 24x7 support for severity Level 1 issues, including weekends and public holidays. All other severity level issues will be handled during local business hours. You will receive the following:

  • All the features included with Standard Support
  • Technical support resources 24x7 for all Severity Level 1 issues
  • Support calls will be handled by regional support teams during local business hours, and managed by the global support queue outside those hours

Support FeaturesStandard Support24x7 SupportPremier Support
Maximum response time for Severity Level 1 issues1 Hour1 Hour30 minutes
Technical support coverage (product level based)Local Hours24x7224x72
Online forums, documents, videos and Knowledge Base
Online service request management
Basic how-to and trouble shooting assistance
Latest software/firmware upgrades
Phone support
Email support
Chat support
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

Support is provided in English with local language accommodated when possible.
There are some products that require 24x7 Support. See your sales account representative for details
1
For severity Level 1 issues only. Support calls will be handled by regional support teams during local business hours, and managed by the global support queue outside those hours.
2
Technical support coverage determined by the product maintenance contract. Premier Support is provided at the customer level covering all One Identity products.

Premier Support is our highest level service offering designed for organizations with complex environments that require a closer service relationship and a more proactive approach to service delivery. One of the key features under Premier Support is the provision of a Customer Success Manager (CSM). Your CSM focuses on your unique IT environment and business objectives to establish a long-lasting relationship to ensure long-term success with your One Identity products. This highly personalized and proactive level of support features the following services:

One Identity Premier Support Datasheet (PDF)

  • All the features included with either Standard Support or 24x7 Support
  • Faster response times, escalation and resolution
  • Direct access to senior support engineers
  • A designated Customer Success Manager
  • Proactive product updates and knowledge sharing
  • Monthly review calls and status reports
  • Single point of accountability to engage One Identity resources on your behalf
  • Onboarding assistance, enablement and product adoption
  • Proactive prevention of issues and mitigation of risk

Support FeaturesStandard Support24x7 SupportPremier Support
Maximum response time for Severity Level 1 issues1 Hour1 Hour30 minutes
Technical support coverage (product level based)Local Hours24x7224x72
Online forums, documents, videos and Knowledge Base
Online service request management
Basic how-to and trouble shooting assistance
Latest software/firmware upgrades
Phone support
Email support
Chat support
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

Support is provided in English with local language accommodated when possible.
There are some products that require 24x7 Support. See your sales account representative for details
1
For severity Level 1 issues only. Support calls will be handled by regional support teams during local business hours, and managed by the global support queue outside those hours.
2
Technical support coverage determined by the product maintenance contract. Premier Support is provided at the customer level covering all One Identity products.

One Identity Continuing Support PDF

Continuing support is a maintenance renewal service option that provides you with one year of limited support after your software has reached its end-of-life or end-of-support date and is no longer supported through maintenance contracts. You receive continued access to the same knowledgeable global support team you are working with today. You will need to complete your annual software maintenance renewal contract and sign an agreement for Continuing Support. You will receive the following:

  • Uninterrupted access to the same trusted technical support via phone, online and chat
  • Technical support experts who will provide known workaround solutions and fixes

Support FeaturesStandard Support24x7 SupportPremier Support
Maximum response time for Severity Level 1 issues1 Hour1 Hour30 minutes
Technical support coverage (product level based)Local Hours24x7224x72
Online forums, documents, videos and Knowledge Base
Online service request management
Basic how-to and trouble shooting assistance
Latest software/firmware upgrades
Phone support
Email support
Chat support
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

Support is provided in English with local language accommodated when possible.
There are some products that require 24x7 Support. See your sales account representative for details
1
For severity Level 1 issues only. Support calls will be handled by regional support teams during local business hours, and managed by the global support queue outside those hours.
2
Technical support coverage determined by the product maintenance contract. Premier Support is provided at the customer level covering all One Identity products.