support-masthead

Technical Support Policies & Product Lifecycle Info

Download our Support Services Guide (July 2021). Click Here.

  Standard Support Premium Support Premium+ Support

Business Hours

Americas 8am - 8pm ET
EMEA 8am - 8pm GMT
APAC 8am - 8pm PHT
Middle East 8am - 8pm Sun - Thurs (UAE)

24x7x365

24x7x365

Severity 1

2 Business Hours

1 Hour 24/7

1 Hour 24/7

Severity 2

6 Business Hours

4 Hours 24/7

2 Hours 24/7

Severity 3

8 Business Hours

6 Business Hours

4 Hours 24/7

Severity 4

24 Business Hours

12 Business Hours

24 Hours 24/7

Severity 5 (Feature Request)

24 Business Hours

24 Business Hours

24 Business Hours

Online Tools

Knowledge Base, Documents, Release Notes

Knowledge Base, Documents, Release Notes

Knowledge Base, Documents, Release Notes

Live Phone Support

Yes

Yes

Yes

Correspondence/Response

Phone, Email, Case

Phone, Email, Case

Phone, Email, Case

Cloud Status Page

Yes
https://uptime.centrify.com/

Yes
https://uptime.centrify.com/

Yes
https://uptime.centrify.com/

Maintenance Notification

Yes

Yes

Yes