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Technical Support Policies

Service Level Priorities, Escalation Procedures, and Other Support Policies

The Centrify Support team is dedicated to providing knowledgeable and timely responses to your support requests. Online, email and phone support are available to all customers as part of our commitment to ensure your success with Centrify solutions.

Support Packages

Centrify offers three customer support packages — Premium+, Premium, and Standard — to provide the right level of support to fit your organization's specific needs. See Support Overview for an explanation of each package's features.

Priority Levels & Response Times

The Centrify Support Team understands that you require a timely response to your requests. The following table shows the different priority levels, their descriptions, and the guaranteed response time for each level of support.

The Standard Support offering is for organizations that only require support during business days. As part of this support level, customers receive 8x5 support.

With Premium Support, you may report a critical issue at any time, night or day, and expect a Centrify Support Engineer to begin working on your case based on its priority level.

For more Centrify Support Policies, check out our Customer Support Portal here.

PRIORITY LEVEL & DEFINITIONS
EXAMPLES
SUPPORT RESPONSE TIME
STANDARD
PREMIUM
PREMIUM+
1. Severe Error
Production server or other mission-critical system(s) are down and no workaround is immediately available.
  • System down.
  • All or a substantial portion of your mission-critical data is at a significant risk of loss or corruption.
  • You have had a substantial loss of service.
  • Your business operations have been severely disrupted.
4 Business Hours
2 Hours
1 Hour
2. Major functionality is severely impaired
Operations can continue in a restricted fashion, although long-term productivity might be adversely affected. Workaround is required.
  • Major system function is unavailable or degraded.
  • Repeated failures.
  • Error will create intolerable delays if not addressed.
  • Issue has halted deployment of product.
6 Business Hours
4 Hours
2 Hour
3. Partial, non-critical loss of functionality
A problem that involves partial, non-critical loss of use of the software for production purposes or development purposes.
  • Failure in software component that is non-critical.
  • Impaired operations of some components but use of software is possible.
8 Business Hours
6 Hours
4 Hour
4. General usage problem
There is no impact to production or other environments.
  • General configuration or usage questions.
  • Documentation errors.
  • Cosmetic errors
24 Business Hours
24 Hours
24 Hours
5. Feature request
There is no impact to production or other environments.
  • Request for new general product functionality.
24 Business Hours
24 Hours
24 Hours

Note: These are standard case response times and not case resolution times. A response means that we will contact you to 1) acknowledge receiving your issue and 2) get any additional information that we will need in order to assist you. Centrify-enabled Tools are not part of the Centrify Zero Trust Privilege Services and Centrify Support provides support on these products on a “best effort” basis 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.

Escalation Procedures

Every issue is tracked from the time you contact us until we mutually agree that the issue has been resolved. 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.

In general, if you are not satisfied with the responsiveness of our Support staff, the issue can be escalated by using the Support Portal or contacting your Customer Success Engineer or Technical Account Manager. All escalations via our Support Portal are acknowledged within 24 business hours with clear status and resolution plan.

Product Updates

Product updates are included with all our support packages during the term of the maintenance contract for all Centrify products licenses and covered by maintenance.

Our Mission & Our Pledge

The Centrify Support team'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.