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Support Services
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 Features | Standard | 24x7 | Premier 1 | Premier Plus1 |
|---|---|---|---|---|
| Maximum response time for Severity Level 1 issues | 1 Hour | 1 Hour | 30 minutes | 30 minutes |
| Technical support coverage | Regional Hours2 | 24x72 | 24x72 | 24x72 |
| Online forums, documents, videos and Knowledge Base |  | | | |
| Online Service request Management | | | | |
| Latest Software Updates | | | | |
| Phone Support | | | | |
| Email Support | | | | |
| Chat Support | | | | |
| Collaborative 3rd party assistance | | | | |
| Weekend & holiday support for severity 1 issues | | | | |
| Faster response times | | | ||
| Technical Account Manager (TAM) - your advocate within Quest/OI | | | ||
| Annual Customer Success Plan | | | ||
| Onboarding assistance, enablement and product adoption | | | ||
| Monthly review calls and status reports | | | ||
| Proactive product updates and knowledge sharing | | | ||
| Annual product map review session | | | ||
| Proactive prevention of issues and mitigation of risk | | | ||
| TAM monitors escalations | | |||
| Advanced Support Engineer | |
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 Not Available on All products. Contact your sales representative for details. One Identity Support Coverage is determined by the product maintenance contract.
2 Regional hours are listed at https://support.oneidentity.com/essentials/phone-number-listing. 24x7 Support enhances regional hours with extended coverage for Severity 1 issues on Saturday, Sunday and holidays. Support Calls will be handled by regional support teams during published regional hours and managed by the global support team outside those hours.
3 Not available on all products and regions
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 Features | Standard | 24x7 | Premier 1 | Premier Plus1 |
|---|---|---|---|---|
| Maximum response time for Severity Level 1 issues | 1 Hour | 1 Hour | 30 minutes | 30 minutes |
| Technical support coverage | Regional Hours2 | 24x72 | 24x72 | 24x72 |
| Online forums, documents, videos and Knowledge Base | | | | |
| Online Service request Management | | | | |
| Latest Software Updates | | | | |
| Phone Support | | | | |
| Email Support | | | | |
| Chat Support | | | | |
| Collaborative 3rd party assistance | | | | |
| Weekend & holiday support for severity 1 issues | | | | |
| Faster response times | | | ||
| Technical Account Manager (TAM) - your advocate within Quest/OI | | | ||
| Annual Customer Success Plan | | | ||
| Onboarding assistance, enablement and product adoption | | | ||
| Monthly review calls and status reports | | | ||
| Proactive product updates and knowledge sharing | | | ||
| Annual product map review session | | | ||
| Proactive prevention of issues and mitigation of risk | | | ||
| TAM monitors escalations | | |||
| Advanced Support Engineer | |
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 Not Available on All products. Contact your sales representative for details. One Identity Support Coverage is determined by the product maintenance contract.
2 Regional hours are listed at https://support.oneidentity.com/essentials/phone-number-listing. 24x7 Support enhances regional hours with extended coverage for Severity 1 issues on Saturday, Sunday and holidays. Support Calls will be handled by regional support teams during published regional hours and managed by the global support team outside those hours.
3 Not available on all products and regions
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)
- Supplements regular product support at either Standard 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 Features | Standard Support | 24x7 Support | Premier 1 | Premier Plus1 |
|---|---|---|---|---|
| Maximum response time for Severity Level 1 issues | 1 Hour | 1 Hour | 30 minutes | 30 minutes |
| Technical support coverage | Regional Hours2 | 24x72 | 24x72 | 24x72 |
| Online forums, documents, videos and Knowledge Base | | | | |
| Online Service request Management | | | | |
| Latest Software Updates | | | | |
| Phone Support | | | | |
| Email Support | | | | |
| Chat Support | | | | |
| Collaborative 3rd party assistance | | | | |
| Weekend & holiday support for severity 1 issues | | | | |
| Faster response times | | | ||
| Technical Account Manager (TAM) - your advocate within Quest/OI | | | ||
| Annual Customer Success Plan | | | ||
| Onboarding assistance, enablement and product adoption | | | ||
| Monthly review calls and status reports | | | ||
| Proactive product updates and knowledge sharing | | | ||
| Annual product map review session | | | ||
| Proactive prevention of issues and mitigation of risk | | | ||
| TAM monitors escalations | | |||
| Advanced Support Engineer | |
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 Not Available on All products. Contact your sales representative for details. One Identity Support Coverage is determined by the product maintenance contract.
2 Regional hours are listed at https://support.oneidentity.com/essentials/phone-number-listing24x7 Support enhances regional hours with extended coverage for Severity 1 issues on Saturday, Sunday and holidays. Support Calls will be handled by regional support teams during published regional hours and managed by the global support team outside those hours.
3 Not available on all products and regions