Service Units

Service Units

Starting with our 2024 Support Plans, Identity Automation is offering Service Units included in select support plans and available for purchase individually.

What are Service Units?

Your environment, data, and processes are dynamic and likely to change over time. Service Units will give you access to our world-class Professional Services team to update your implementation so that your solution always stays up-to-date. The Service Units Catalog is a list of the items you can select to use your Service Units on. If your needs are not listed you can also select other and describe your needs. Professional Serfvices and Customer Success will work with you on any other requests to determine if it will fit into the scope of Service Units.

Examples of items in the Service Units Catalog include

Account Merge/Split

Additional Source Data Configuration

Configure and Send Custom Notficiations

Create Workflow for Privileged Account Management

Custom fie report export to FTP Server

Google Advanced Provisioning

Masterclass Session with Professional Services Engineer

OneRoster Course Provisioning

Preferred Names Worklow

SIS Source Change

RapidIdentity Solution Review

Additional application SSO Configuration

System Writeback

Workflow to delete accounts from RapidIdentity and Downstream Systems

How do I use my Service Units?

Navigate to https://help.rapididentity.com and click on Support

Enter your Username and Password and click the Log in Button

Select the option to Enter a Service Unit Request

You wil see the Service Units Catalog. Select the Catalog item you are interested in. You will have a chance to review the details before you submit the request.

Review the Service Unit Catalog Description to ensure this is the item you want. If you want to request that item enter details in the Notes field and click Create Service Unit Request. If this item is not what you want to request you can click Back to Service Unit Catalog

You will receive a confirmation that the request has been entered and that you will be contacted within 48 hours by our Professional Service Team. You can click Next

The Service Unit Request will log a Case that will be used for communication and tracking of the issue. Your next screen will show you your case number that you can reference and use going forward. The Service Unit case will show on your main screen with your Support Cases and can be used to communicate with the Professional Services team similarly to how you communicate with Support.