SecureAuth Support Portal

SecureAuth's Support Portal is a user-friendly platform on which customers can submit, track, and manage tickets to communicate with SecureAuth Support Engineers for quick and efficient product support.

Supported products

SecureAuth currently provides support for the following products:

  • Acceptto products

  • SecureAuth Identity Platform releases 19.07 – 22.02

  • SecureAuth IdP versions 9.2 – 9.3 (only for customers with Extended Support accounts)

Note

To learn more about product support lifecycles, see Support Lifecycle Policy and End of Life Dates.

To learn more about support eligibility and our support and maintenance policy, see Standard Global Support & Maintenance Policy.

Create account

Before accessing the Portal, all customers must create an account.

  1. Go to support.secureauth.com.

  2. On the Portal Homepage, click Sign In at the top right.

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  3. Click Sign up as a New to SecureAuth Support user.

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  4. Enter Your full name and Your email, and select the checkbox to confirm that you are not a robot.

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  5. Click Sign up.

  6. You will receive an email from SecureAuth that contains a link to complete your registration. Click the link and then create your password.

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Manage account

Manage accounts by clicking your username at the top right. From there, you can perform any of the following tasks:

  • Select My Activities to view the information such as who you are following and being followed by, votes, subscriptions, and more.

  • Select Edit My Profile to view statistics around the number of tickets you have submitted.

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Submit ticket

Support tickets submitted to SecureAuth can range from upgrade requests to login errors. After a ticket is submitted, SecureAuth Support Engineers receive the information and can reply directly through the Portal.

Complete the following steps to initiate a support ticket:

  1. On the Portal homepage, click Submit a Request.

    Notice

    Sign in is required before submitting a request.

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  2. Select a reason for the request. The reason you choose will determine the type of fill-in fields that are displayed.

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  3. Provide your email address.

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  4. Provide a Subject for the request that explains the main reason for contact.

  5. Provide a Description that gives details of the current environment and what is required.

    For example, this might include an explanation of the issue, the current configuration, the number of appliances, realms, and users that are affected, the timeframe for completion, etc.

  6. Select the SecureAuth IdP Version from the dropdown.

    Note

    Select Identity Platform for releases 19.07 or later.

  7. Select the level of Impact this issue has on your company. See Priority assignments below to see how assignments are prioritized based on Impact and Urgency selections.

  8. Select the level of Urgency this issue has.

  9. (Optional) Add any Attachments that could help SecureAuth resolve the issue. For example, include screenshots of error, Web Admin configuration, etc.

  10. Click Submit.

  11. Upon successful submission, the completed request is displayed.

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Priority assignments

The following table describes how assignments are prioritized after tickets are in the system.

Impact

Urgency

Priority

High

High

Urgent

High

Medium

High

High

Low

Normal

Medium

High

High

Medium

Medium

Normal

Medium

Low

Low

Low

High

Normal

Low

Medium

Low

Low

Low

Low

Service Level Agreement (SLA) for Basic support1

Severity

Description

Response Time

1 - Urgent

Coverage: 24 x 7

There is the potential of a health, safety, or security issue to occur or it has already occurred

Potential for an operational or financial impact to the business

A Business Critical, Tier 1 system, application, or function is completely unavailable, severely corrupted, or degraded for more than one authorized user

Note: Severity Level 1 support requests cannot be logged through the support portal; call SecureAuth Support to log a severity Level 1 case

4 hours

2 - High

A non-business critical system, application, or function is unavailable, severely corrupted, or severely or degraded for a more than one authorized user

8 hours

3 - Normal

Level 3 is the default severity setting

System performance is impaired, but there is no business or “customer” client impact for more than one authorized user

1 business day

4 - Low

A user level fault only affecting one authorized user but not affecting ability to perform business functions – i.e., no business or “Customer” client impact

Enhancement requests

2 business days

1 Premier and Mission-critical Support customers can view SLAs for their plans.

Definitions

Impact: The impact of the issue to the business.

Considerations:

  • Production appliance or test environment being affected

  • Number of users affected by issue

Urgency: The speed in which the issue must be resolved.

Priority: The level of importance the issue has compared to others, designating the SecureAuth Support response time.

Manage tickets

After a ticket has been submitted, users can view the requests and follow any updates. To manage your tickets, follow these steps:

  1. On the Portal homepage, click your username and select My Activities.

    Notice

    Sign in is required before viewing activities.

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  2. Submitted tickets appear in the My requests section listed with creation, activity, and status information.

    Click the Subject of the request to view the ticket.

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  3. Replies to the ticket appear on the page as shown below, and users can continue communication here.

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