Centrify Support Plans
Learn More
Centrify provides timely and knowledgeable support and services designed to help you deploy Centrify solutions faster and manage your environment more efficiently. Our services team consists of experienced IT professionals who provide focused support for our Centrify DirectAudit and DirectControl solutions.
Support is required with the initial purchase of all Centrify products in order to ensure you are able to quickly deploy and have free access to the latest product updates. Centrify offers two support plans, Standard Support and Premium Support, with service levels designed to meet a range of needs.
See the accompanying chart for a comparison of features.
Centrify also offers a unique Support for Open Source Software plan, which provides service-level commitments to organizations using the DirectControl-enabled versions of our Open Source infrastructure and administrative tools.
To learn more, click one of the following topics:
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 and track the progress of your cases and enhancement requests.
- Download Center. Download the latest version of the DirectControl components for which you've purchased support. The Download Center wizard walks you through the process of choosing and downloading the components you need for each platform version.
- Documentation. You can access documentation for all currently supported Centrify products.
Global Support Centers
Centrify's secure Online Customer Support Portal provides 24x7 access to Knowledge Base articles, case submission and tracking, and other resources. Centrify also staffs support centers in North America and EMEA to provide fast service during business hours in those regions.
Comparison of Standard and Premium Support Features
| Support Feature | Standard Support | Premium Support |
| Phone support during business hours |  |
|
| Email support during business hours | | |
| Service levels during business hours | 4-8 business hours | 2-4 business hours |
| 24 x 7 x 365 support for priority issues |  |
|
| Access to online Knowledge Base | |
|
| Access to online case submission and tracking | |
|
| Access to free product updates through online Download Center | |
|
| Access to documentation | |
|
| Named support contacts | 2 | 4 |
| Product update notifications | |
|
| Escalation process | |
|
| Access to Beta Products (not a guarantee of acceptance) |
|
|
Centrify Support for Open Source Software
Centrify provides packaged and tested versions of popular Open Source tools – including OpenSSH, Kerberos Utilities, PuTTY and Samba – that have been recompiled to work seamlessly with DirectControl-managed systems. You can download and use these tools for free from Centrify's online Resource Center. By purchasing the Centrify Support for Open Source Software plan, you can also receive support and additional benefits:
- Telephone and email support at the same service levels provided by your current support plan (Standard or Premium)
- Guaranteed service-level commitments on the availability of updates required by new releases of DirectControl or of the Open Source package itself
- Notification of updates
- Notification of security alerts issued for the Open Source tools and information on Centrify's response to them
- Access to source code
- Support for and access to earlier versions of the Open Source tools released during the period covered by your support plan
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 DirectAudit or DirectControl receive a login account to our Online Customer Support Portal, enabling them to experience for themselves the quality and responsiveness of our support staff.
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.
