Support Plans and Service Level Agreements
  • 11 Jan 2024
  • 1 Minute to read
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Support Plans and Service Level Agreements

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Article summary

RapidIdentity Cloud Support Plans

Identity Automation provides world-class support as part of a customer’s subscription or license agreement. Customers are entitled to incident support for all issues relating to the logic configuration of their RapidIdentity Cloud implementation, along with the ability to submit feature requests. Identity Automation offers multiple support plans to meet your organization’s needs.

All plans receive a maximum 15 minute response time during normal support hours. Plans with 24x7 Critical Case Support receive a maximum 15 minute response time for after hours emergency issues.






Help Center

6am/6pm Central US Time
Email, Web, Phone Support

24x7 Critical Case Support

Service Units (Expire Annually)




Technical Account Manager

Help Center

Your go-to place for all your support needs, including access to: FAQs, product guides, training videos, log cases to support, view/update cases, and product ideas submission

Service Units

Your environment, data, and processes are dynamic and likely to change over time.   As part of select support plans, you will receive access to our world-class Professional Services team to help update your implementation, so that your solution always stays up-to-date.

Technical Account Manager

With the complexity associated with Enterprise implementations, we understand that support continuity is a paramount to the success of supporting you and your solutions.  As such, for Enterprise Support, we offer a named Technical Account Manager.

Commitment to Excellence

As the Digital Identity Platform for Education, we have a strong commitment to excellence in SaaS delivery.  Our DevOps and Security teams are staffed by highly-trained experts that use industry best practices for:

  • Change Management

  • Alerting, Monitoring, and Logging

  • Data Security

  • System Patching

  • Continuous Improvement

We pride ourselves in our commitment to delivery excellence.   Please visit this link, to request a copy of our latest SOC-2 report.  The SOC-2 report provides detailed information about all of our Security Provider controls.  The SOC-2 report is compiled and audited by a third-party that can attest to the quality of our controls.

Please review our Master Subscription Agreement Terms and Conditions for details of our contractual commitments to security and uptime.

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