Benefits of Technical Support

Centrify provides timely and knowledgeable support and services designed to help you deploy Centrify solutions faster and manage your environment more efficiently

Our support team consists of experienced IT professionals who are focused exclusively on Centrify products. Support is required with the initial purchase of all Centrify Suite editions in order to ensure you are able to quickly deploy and have free access to the latest product updates.

Two Support Plans to Choose From

Centrify offers two support plans, Standard Support and Premium Support, with service levels designed to meet a range of needs. The following table summarizes and compares the benefits of each plan.

  • Standard Support includes phone and email support during business hours, access to our online Knowledge Base and case submission tools, product updates and more.
  • Premium Support includes all of the features of Standard Support, plus 24x7x365 support for priority issues, accelerated service levels and additional named contacts.

See the accompanying chart for a comparison of features.

Support Feature Standard Support Premium Support
Phone support during business hours Supported Supported
Email support during business hours SupportedSupported
Service levels during business hours 4-8 business hours 2-4 business hours
24 x 7 x 365 support for priority issues Supported
Access to online Knowledge Base Supported Supported
Access to online case submission and tracking Supported Supported
Access to free product updates through online Download Center Supported Supported
Access to documentation Supported Supported
Named support contacts 4 6
Product update notifications Supported Supported
Escalation process Supported Supported
Access to Beta Products
(not a guarantee of acceptance)
Supported Supported

Online Customer Support Portal

Both the Standard and Premium Support plans entitle you to log in to Centrify's secure Online Customer Support Portal, which provides 24x7x365 access to a variety of resources and downloads.

  • Knowledge Base. Search for solutions to common issues.
  • Case Submission and Tracking. Submit cases, set priority and track the progress of your cases and enhancement requests.
  • Customer Forums. Access customer-only discussion forums to share best practice advice with fellow Centrify Suite users.
  • Download Center. Download the latest version of the Centrify Suite components for which you've purchased support. This also includes access to free Centrify-enabled versions of popular open source tools, such as OpenSSH, PuTTY, and Samba. Centrify-enabled Tools are not part of the Centrify Suite and Centrify Support provides support on these products on a "best effort" and are not covered in the Support SLA. If you would like to purchase Support for the Centrify-enabled Tools, please get in touch with Centrify Support.
  • Tools & Techniques Resources. Download diagnostic tools, view how-to videos, and access other resources that help you be more productive with Centrify solutions.
  • Free Online Training. Customers have access to free online training courses covering the basics of UNIX/Linux and Windows administration. Additional online courses are also available for purchase separately.
  • Documentation. You can access documentation for all currently supported Centrify products.

Global Support

Centrify's secure Online Customer Support Portal provides 24x7 access to Knowledge Base articles, case submission and tracking, and other resources. Centrify also staffs global support centers during North America, EMEA and APAC business hours to provide fast service in those regions.

Pre-Sales Support

Centrify enables you to "try before you buy" not only when it comes to its products but to support as well. Organizations evaluating the Centrify Suite receive a login account to our Online Customer Support Portal, enabling them to experience for themselves the quality and responsiveness of our support staff.

Community Support for Centrify Express

Users of Centrify Express, our comprehensive suite of free Active Directory-based integration solutions, can visit the Centrify Express Community to view how-to videos, post questions in the Express forum, and share best practice guidance.

Centrify's Mission and Quality Commitment

The Centrify Support organization's mission is to work with you as a team to ensure you receive maximum value from your investment in Centrify solutions. Our pledge is to ensure your complete satisfaction with our service: a case isn't closed until you say it is.

Based on the priority of an issue, Centrify Support escalates customer cases through our organization to ensure your business-critical issues receive a quick resolution. If you are not satisfied with the responsiveness of our Support staff, we also have escalation procedures in place to assure the issue receives the priority it deserves.