- 18 Aug 2023
- 1 Minute to read
Support Plans and Service Level Agreements
- Updated on 18 Aug 2023
- 1 Minute to read
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 emergency support receive a maximum 15 minute response time for after hours emergency issues.
|6am/6pm Central US Time|
Email, Web, Phone Support
|Annual Health Checks||1️⃣||2️⃣||2️⃣|
|Professional Support Hours||2️⃣0️⃣||4️⃣0️⃣|
|Technical Account Manager||✅||✅|
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
Annual Health Check
With all plans, our support professionals will schedule a proactive annual health check to ensure you maintain the quality of your implementation and stay current with industry standards and our documented best practices. For example reviewing delegations and workflows.
Professional Support Hours
Your environment, data, and processes are dynamic and likely to change over time. As part of our Professional and Enterprise plans, you will receive access to our world-class Professional Support 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.