Support Plans and Service Level Agreements

RapidIdentity Cloud Support Plans

At Identity Automation, we’re dedicated to providing exceptional support that empowers your organization to thrive. With every subscription or license, you gain access to reliable, expert assistance for all RapidIdentity Cloud configurations and the ability to submit feature requests to shape the future of the platform. Our support plans are crafted to meet your needs, ensuring your team stays productive and your operations uninterrupted.

Each plan includes a guaranteed 15-minute response time during standard support hours, so you’re never left waiting. Emergency support is available 24X7, delivering peace of mind even during after-hours emergencies. With Identity Automation, your team is always backed by responsive, proactive support to keep you moving

forward.

Managed Support Plan Details and Pricing are available exclusively for State and Large District Customers. This comprehensive plan provides a Dedicated Technical Support Lead, proactive monitoring of production-critical RapidIdentity processes, and complete management of your RapidIdentity environment. Designed to ensure seamless performance and peace of mind, our Managed Support Plan offers unmatched support and oversight tailored to your organization’s scale and needs.

Help Center

Your central hub for all things support—easily access FAQs, product guides, training videos, and log cases. Here, you can view and update cases, engage with the support customer community, submit feature requests, review product errata, and more.

Commitment to Excellence

We hold ourselves to the highest standards in SaaS delivery. Our DevOps and Security teams are top-tier experts dedicated to safeguarding your data and ensuring seamless operations. Our practices include:

• Change Management

• Alerting, Monitoring, and Logging

• Data Security

• System Patching

• Continuous Improvement

We take pride in our commitment to excellence. For detailed insight into our security and operational controls, request a copy of our latest SOC-2 report—a comprehensive third-party audited document validating our rigorous service standards.

Please review our Master Subscription Agreement Terms and Conditions for further details on our contractual commitments to security and uptime.

Tier 2 SLAs

Response times are prioritized to ensure swift and effective support once a ticket is escalated from Tier 1 to Tier 2. Our maximum response times, based on ticket priority, are as follows:

Technical Account Manager

Supporting complex Enterprise implementations demands continuity. That’s why we offer a dedicated Technical Account Manager with our Enterprise plan—to ensure your team always has a knowledgeable partner who understands your unique environment and needs.

Dedicated Slack Channel

Stay connected with your Technical Account Manager through a dedicated Slack channel for Enterprise customers. While standard support cases follow our usual processes, this channel enables quick check-ins, questions, and direct communication, bringing support closer to your daily operations.

Service Units

As your organization evolves, so does your RapidIdentity environment. With our Professional and Enterprise plans, you’ll have direct access to our world-class Professional Services team to keep your implementation current and optimized.