OneLogin Support

OneLogin Support provides solution support to suit any business organization. Our support engineers will collectively work to resolve your product issues quickly and effectively. We recognize how important our products are to your business environment, and we strive to help you maximize your investment by offering a wide range of global services to accommodate the varying needs of your organization.

Overview of the services offered by One Identity Support.

 

 

 

Standard Support is an extensive range of services, available Monday through Friday, during OneLogin Support business hours in a single geographic region. With the purchase of Standard Support, you will receive the following elements of service:

  • Unlimited 24x7 access to our support portal
  • Technical support resources available during local business hours
  • Access to online forums, documents, videos, and Knowledge Base
  • Online service request management
  • Basic how-to trouble shooting
  • The latest software upgrades
  • Unlimited phone support
  • Support is provided in English with local language accommodated when possible

Support is provided in English with local language accommodated when possible.
There are some products that require 24x7 Support. See your sales account representative for details
1 Not Available on All products. Contact your sales representative for details. One Identity Support Coverage is determined by the product maintenance contract.
2 Regional hours are listed at https://support.oneidentity.com/essentials/phone-number-listing. 24x7 Support enhances regional hours with extended coverage for Severity 1 issues on Saturday, Sunday and holidays. Support Calls will be handled by regional support teams during published regional hours and managed by the global support team outside those hours.
3 Currently unavailable

24x7 Support is the appropriate option if you require around-the-clock support coverage or support across multiple time zones. This service provides 24x7 support for severity Level 1 issues, including weekends and public holidays. All other severity level issues will be handled during local business hours. You will receive the following:

  • All the features included with Standard Support
  • Technical support resources 24x7 for all Severity Level 1 issues
  • Support calls will be handled by regional support teams during local business hours, and managed by the global support queue outside those hours

Support is provided in English with local language accommodated when possible.
There are some products that require 24x7 Support. See your sales account representative for details
1 Not Available on All products. Contact your sales representative for details. One Identity Support Coverage is determined by the product maintenance contract.
2 Regional hours are listed at https://support.oneidentity.com/essentials/phone-number-listing. 24x7 Support enhances regional hours with extended coverage for Severity 1 issues on Saturday, Sunday and holidays. Support Calls will be handled by regional support teams during published regional hours and managed by the global support team outside those hours.
3 Currently unavailable

Premier Support is our highest-level service offering designed for organizations with complex environments that require a closer service relationship and a more proactive approach to service delivery. One of the key features under Premier Support is the provision of a Customer Success Manager (CSM). Your CSM focuses on your unique IT environment and business objectives to establish a long-lasting relationship to ensure long-term success with your One Identity products. This highly personalized and proactive level of support features the following services:

  • Supplements regular product support at either Standard or 24x7 Support
  • Faster response times, escalation and resolution
  • Direct access to senior support engineers
  • A designated Customer Success Manager
  • Proactive product updates and knowledge sharing
  • Monthly review calls and status reports
  • Single point of accountability to engage One Identity resources on your behalf
  • Onboarding assistance, enablement and product adoption
  • Proactive prevention of issues and mitigation of risk

    Support is provided in English with local language accommodated when possible.
    There are some products that require 24x7 Support. See your sales account representative for details
    1 Not Available on All products. Contact your sales representative for details. One Identity Support Coverage is determined by the product maintenance contract.
    2 Regional hours are listed at     https://support.oneidentity.com/essentials/phone-number-listing. 24x7 Support enhances regional hours with extended coverage for Severity 1 issues on Saturday, Sunday and holidays. Support Calls will be handled by regional support teams during published regional hours and managed by the global support team outside those hours.
    3 Currently unavailable