Submitting a Support Case
  • 13 Feb 2024
  • 1 Minute to read
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Submitting a Support Case

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Article Summary

Identity Automation provides three ways for our customers to engage Support for any questions, problems, or issues.

  • Phone Support

    • Support Engineers are staffed from 6am - 6pm Central US Time (excluding holidays) for incoming phone support

    • 1-833-4IA-HELP (1-833-442-4357)

  • Email Support


    • All Support Requests received via email will automatically be assigned a Business Impact of L3 - Low Impact

  • Web Support

    • Recommended method


    • 15 minute response time on all cases entered between 6am - 6pm Central US Time (excluding holidays)

    • 15 minute response time 24×7 on all L1 - Severe Impact Cases entered 24×7×365 for customers with After Hours Support

  • Entering a Support Case via

    • Click on Support on the top menu bar of

    • Login to the Support Portal

    • Click on Enter a New Support Case

    • Complete the Contact Customer Support Form and click Submit

      • Business Impact

        • L1 - Severe Impact

        • L2 - Major Impact

        • L3 - Low Impact

      • Type - What type of issue are you having? Examples - Configuration, Connect, Identity Bridge

      • Product - What product is this issue for? Examples - RapidIdentity Cloud, RapidIdentity Folders, RapidIdentity Studio

      • Subject - A brief sentence describing your issue

      • Description - Please provide all information you have on the issue including examples of impacted users, log files, and steps to reproduce the issue

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