---
title: "Submitting a Support Case"
slug: "submitting-a-support-case"
updated: 2024-07-11T20:36:42Z
published: 2024-07-11T20:36:42Z
canonical: "help.rapididentity.com/submitting-a-support-case"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.rapididentity.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Submitting a Support Case

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

- Web Support
  - Recommended method
  - [https://help.rapididentity.com](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
- Email Support
  - support@identityautomation.com
  - All Support Requests received via email will automatically be assigned a Business Impact of L3 - Low Impact
- 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)

- Entering a Support Case via https://help.rapididentity.com
  - Click on Support on the top menu bar of help.rapididentity.com

![](https://cdn.document360.io/4d958006-b877-42af-8de5-00e3bb7fe41d/Images/Documentation/Support(2).png)
  - Login to the Support Portal

![](https://cdn.document360.io/4d958006-b877-42af-8de5-00e3bb7fe41d/Images/Documentation/Screenshot 2024-01-24 at 4.56.27 PM.png)
  - Click on Enter a New Support Case

![](https://cdn.document360.io/4d958006-b877-42af-8de5-00e3bb7fe41d/Images/Documentation/Screenshot 2024-01-24 at 4.58.02 PM.png)
  - 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

![](https://cdn.document360.io/4d958006-b877-42af-8de5-00e3bb7fe41d/Images/Documentation/Screenshot 2024-01-24 at 4.59.52 PM.png)