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.
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.
See the accompanying chart for a comparison of 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||4||6|
|Product update notifications|
|Access to Beta Products
(not a guarantee of acceptance)
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.
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 and EMEA business hours to provide fast service in those regions.
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.
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.
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.