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

Centrify's support and services teams consist of experienced IT professionals who provide focused support for Centrify 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.

• Standard Support includes phone and email support, 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.

To learn more, click one of the following topics:

• Online Customer Support Portal
• Global Support Centers
• Comparison of Standard and Premium Support Features
• Pre-Sales Support
• Centrify's Mission and Quality Commitment

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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.

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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.

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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)

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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.

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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.

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