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Public Notice: ServiceControl has rebranded to Identity Maestro. The Identity Maestro installer will replace the default header logos in the web portal to switch to using Identity Maestro. Please be patient as we work through updating our documentation during this transition.
Customers who have current licenses are entitled to full software upgrade and support which includes full email and telephone support Monday to Friday between 9:00 a.m. and 5:00 p.m. (Mountain US & Canada) during regular working days. Limited email support may be available during extended hours. Email and telephone support is also available to customers who are evaluating Identity Maestro.
Support can be requested in the following manner:
Also see Understanding ServiceControl (Identity Maestro) Support and Professional Services for additional details.
The primary means to submit a support request is from the Identity Maestro Administration Panel.
Admins can submit a support request from the Identity Maestro Connection Utility.
ServiceControl (Identity Maestro) administrators can submit a support request from the Identity Maestro website (www.identitymaestro.com), from the main menu select Services and Support Request. Complete and submit the form.
This will process will create a support ticket, upload attached files, and assign the ticket to support staff for resolution.
ServiceControl (Identity Maestro) administrators can also submit a support request manually by sending an email to firstname.lastname@example.org with the following information:
Support requests will be examined in order of urgency and severity. All support requests will be assigned and responded to within two working days.
Each support request submitted by a customer will automatically generate a support ticket in our ZenDesk system. A client manager from our Success Team will contact you, usually within one working day.