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How to Request Support

Article ID: 988
Last updated: 27 Apr, 2018
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.

Submit a support request from the Administration Panel

The primary means to submit a support request is from the Identity Maestro Administration Panel. 

  1. Click the Options drop-down and select Request Support.


     
  2. This option will open the Support Request web form on the Identity Maestro website.

Submit a support request from the Connection Utility

Admins can submit a support request from the Identity Maestro Connection Utility. 

  1. From the main menu, select Help and Request Support.


     
  2. This option will open the Support Request web form on the Identity Maestro website.

Submit a support request from www.identitymaestro.com

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. 

Emailing a Manual Support Request

ServiceControl (Identity Maestro) administrators can also submit a support request manually by sending an email to support@identitymaestro.com with the following information:

  1. Your name.
  2. Your contact phone number.
  3. Your time zone.
  4. Short title: Provide a short descriptive title
  5. Type: Use Technical support
  6. Priority: Use Must HaveShould Have or Nice to Have.
  7. Severity: Use Critical, Major, Moderate, Minor, or Cosmetic.
  8. Description of the problem:  If you see an error, please type the exact wording of the error and provide a screen shot if it will aid in understanding the issue.

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.

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Article ID: 988
Last updated: 27 Apr, 2018
Revision: 14
Views: 1470
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Also read
item Understanding Identity Maestro Support and Professional Services
item How to Manage Identity Maestro Licenses

Also listed in
folder Identity Maestro -> How-to, Tips & Tricks, FAQ -> Management Guides -> Administrator Guide -> Admin Panel
folder Identity Maestro -> How-to, Tips & Tricks, FAQ -> Management Guides -> Administrator Guide -> Support

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