Submitting a Support Case

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

  • support@identityautomation.com

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

• Web Support

  • Recommended method

  • https://help.rapididentity.com

  • 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 https://help.rapididentity.com

  • Click on Support on the top menu bar of help.rapididentity.com

    

  • 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