Engaging Support Services

Engaging Support Services

Published: 10/19/2018

Need to Contact Us and Submit a Support Case?

Support Portal:

https://support.pingidentity.com/

Customers are encouraged to submit issues through the Ping Support Portal.  Login credential will include your company email address as the user name and a unique password, to gain access to the Support Portal. The ability to:
  • Access resources to common questions
  • Conveniently submit Support cases
  • Accelerate issue response times
  • View and administer Support Cases
  • Search our KnowledgeBase
To open a ticket using our Support Portal, please see the following link here
 

Phone Support:


1-855-355-PING(7464)
If you are unable to access the Support Portal or need to open a severity 1 case, please use Ping Support toll free number.  Upon speaking with a Support Engineer please have the following information readily available: 
  • Account Name (Company Name)
  • Your name, email and phone number
  • Severity of your issue
  • Business Impact
  • Ping product, Issue Description and any errors, logs and/or the expected and resulting behavior
 

What to Expect:

Staying informed through the case lifecycle is an important support aspect.  The case contact will receive email notifications when the case stage has changed and also for new support engineer notes.  Each Support Case is managed through a series of statuses during the life cycle, until a resolution is achieved. 

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Cases – Service Level Agreement (SLA)

Service Level Definitions:


Standard Support Policy Link
Upon case submission, a severity will set in accordance to the incident (inquiry) description, in relation to the severity definition.  Once the severity is determined the related service level response and resolution times will apply.  If a customer determines service levels are not being adhered to, the escalation process will apply.

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Category:
General , 
KB or other URL: