Support FAQ | Centrify

Centrify offers multiple support options to help you secure your modern enterprise and stop the leading cause of breaches – privileged access abuse. Listed below are a series of common questions and answers about how the Centrify Support team handles your cases, what maintenance means to you, and the other resources that will be available for you so that you can make the most of your Centrify experience.

How do I contact Centrify Support?

Online, email and phone support are available to all customers as part of our commitment to ensure your success with Centrify solutions.

What are the Centrify support hours?

Centrify offers support during the following hours:

North America
Monday – Friday, 08:00 AM – 17:00 PM during your time zone (standard support); premium customers have access 24x7
Europe, Middle East, Africa
Monday – Friday, 08:00 AM – 17:00 PM GMT (standard support); premium and elite customers have access 24x7
Rest of World
Monday – Friday, 08:00 AM – 17:00 PM during your time zone (standard support); premium customers have access 24x7

What kind of SLA does Centrify offer?

You can find our standard SLA following this link.

What is a “Centrify Account”?

A "Centrify Account" gives you access to our Centrify Community, Customer Support Portal, Centrify Partner Portal, and more with a single account. To create an account, click here.

How can I get product training?

Our Centrify Services team offers virtual, instructor-led training programs that are tailored to meet your team’s needs.Click here to request training.

Are there any ways to connect with Centrify users and team members?

Yes, there are many opportunities for you to connect with other users and Centrify team members.

Join our Centrify Community to gain access to technical and how-to documentation, ask questions to other Centrify users and Centrify team members, and share your knowledge.

In what language is Centrify Support available?

The Centrify Support team provides support in English only.

How do I open a support case?

Open a case through the Centrify Customer Support Portal.

When opening a case, what does the severity level mean?

When opening a case through the portal you are asked to select the severity level. The Centrify Support team will use the severity level and other supporting information in your case to assign a priority to your case. Listed below are the severity levels that you can choose from.

Severity levels:

Severity 1 – Severe Error: Production server or other mission critical system(s) are down, and no workaround is immediately available.
Severity 2 – Major Functionality is Severely Impaired: Operations can continue in a restricted fashion, although long-term productivity might be adversely affected. Workaround is required.
Severity 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.
Severity 4 – General Usage Problem: There is no impact to production or other environments.
Severity 5 – Feature Request: There is no impact to production or other environments.

If you believe that the Centrify Support team has not prioritized your case correctly, you can let the Centrify Support team know by responding to your case (via email or through the portal) and provide more details about your situation.

What happens after I submit a case?

After you submit a case, the Centrify Support team will perform a detailed review of your case, determine the appropriate severity level, and send you a response. The initial response you will receive may include one of the following: a solution to your issue, a request for more information or a request to schedule a remote session.

What can I do if my case needs more attention?

If circumstances around your case change and you believe it needs more attention from the Centrify Support team, you can respond to the email that you have received from the Centrify Support team or go to your case in the portal and request an update.

When requesting an update, include details, such as new factors, concerns about a deadline, etc.

What happens if I report a bug?

If you report a bug and the Centrify Support team has been able to fully reproduce it, the Centrify Engineering team will investigate the feasibility of a fix. Based on the severity of the problem the Centrify Engineering team will deliver a patch or integrate a solution into a future maintenance release.