 Support programs are a critical part of your technology decision, because it is not just about technology. It's about how you use and maintain technology that supports your business. Our support offerings combine support and maintenance programs from various vendors. Support via Identity Solutions is streamlined to make it a one stop shop for you. Various Support Options and Support and Maintenance Programs provide you with access to critical resources for all your support needs, including access to the most current releases and versions of your product including any fixes, patches or workarounds. (We have full back-end comprehensive service and support contracts with number of hardware and software vendors). As local experts we understand your specific needs and can provide if needed additional on-site support to quickly and easily answer your questions, help with an incident resolution, and address your upgrade or tuning needs. You will benefit from reduced support times and costs, increased flexibility, and personalized quality, normally not available as standard vendor support. Protect your investment in hardware or software - subscribe to support now!
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Why should you subscribe to Identity Solutions' Support? |
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Support FAQ
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As part of the standard procurement process, you are most likely subscribed to annually renewable Support and Maintenance Programs with various software or hardware vendors. Identity Solutions is an Authorized Support Provider for a number of vendors and you therefore may get the same support via Identity Solutions, where Identity Solutions will combine these Programs under one single contract to provide you with more economical and cost effective support solutions for your IT infrastructure needs. You will be able to conveniently log and access your support requests via single Service Desk and single point of contact. In addition, Identity Solutions may provide you with other services, like on-site assistance and training, normally not available via standard Support Programs. |
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Support Programs and Options
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Provides you with access to our pre-sales team that will help you to find right information, assist with solution design, customised demos, and support options that meet your business needs. We have access to compehensive product documentation library and can quickly and easily answer all your questions. |
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What are the types of Support Programs available? |
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Support FAQ
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We offer four different types of Support Programs: Purchase (Pre-Sales) Support, Technical Support, Standard Support (for software and hardware) and Premium Support. |
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Support Programs and Options
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This hardware or software support combines first-line support from Identity Solutions as your local service provider with full back-end support from vendors, like IBM, BMC Software, etc. This support program has the following support level options: |
| Support Hours | 8am-8pm Bus Days | 24 x 7 | | Escalation | Normal | Fast Path | | Response Time Severity 1 | 2 Hour | 1 Hour | | Response Time Regular | 4 Hour | 2 Hour | | Service Access | Web / Email / Ph (Sev1) | Web / Email / Ph | | Knowledge Base Access | Unlimited | Unlimited | | Upgrades | Feature upgrades / major releases | Feature upgrades / major releases | | Fixes | Bug Fixes | Bug Fixes / Hot Fixes via fast path escalation |
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What is included in the Standard Support Program? |
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Support FAQ
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Access to expert staff via Web, e-mail and phone Unlimited access to the online, self-service knowledgebase Prioritized routing for issues Access to the latest software Hot Fixes, upgrades and major releases Committed Service Level Agreements (SLAs) Back end corresponding support by vendor(s) On-site Support (hardware based contracts only)
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Support 