Documentation

 

 

Introduction

SecureAuth's Support Portal enables customers to open support tickets and to create ongoing communication with SecureAuth Support Engineers. The Portal serves as a user-friendly platform on which customers can submit, track, and manage tickets, and correspond with SecureAuth to quickly and effectively address issues.

 


Create account

 

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

1. On the Portal Homepage (support.secureauth.com), click Sign In at the top right

Sign up

2. Click Sign up as a New to SecureAuth user

3. Provide Your full name, Your email, confirm that you're not a robot, and click Sign up

4. Click the link in the account confirmation email

5. Provide Your password, and click Set password

 


Manage account

 

Manage accounts by clicking the name at the top right, and from there, the profile can be edited and passwords changed

SecureAuth recommends adding a phone number to the account as soon as possible

1. Click Edit My Profile

Edit profile

 

2. Select the Phone text box and provide a telephone number to use for SecureAuth Support communication

The Portal saves the information automatically, and the number or any other profile fields can be edited at anytime

 


Submit ticket

 

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

1. To initiate a support ticket, on the Portal homepage, click Submit a Request at the top right

Sign in is required before submitting a request

Request submission

2. Provide a Subject for the request that tells the SecureAuth Support Engineer the main reason for contact

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

This may include explanation of the issue, the current configuration, the number of appliances, realms, and users that are affected, the timeframe for completion, etc.

4. Select the SecureAuth IdP Version from the dropdown

5. Select the level of Impact this issue has on the company from the dropdown (see the table below for Priority assignments based on Impact and Urgency selections)

6. Select the level of Urgency this issue has from the dropdown (see the table below for Priority assignments based on Impact and Urgency selections)

7. (OPTIONAL) Add any Attachments that could help SecureAuth resolve the issue (e.g. screenshots of error, Web Admin configuration, etc.)

8. Click Submit

9. Upon successful submission, the completed request is displayed

Priority assignments

ImpactUrgencyPriority
HighHighUrgent
HighMediumHigh
HighLowNormal
MediumHighHigh
MediumMediumNormal
MediumLowLow
LowHighNormal
LowMediumLow
LowLowLow
SeverityDescriptionResponse 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

30 minutes
2 - HighA non-business critical system, application, or function is unavailable, severely corrupted, or severely or degraded for a more than one authorized user60 minutes
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

4 hours
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

Within 1 business day

Definitions

Impact: The impact of the issue to the business

Things to consider:

  • 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

 

Once a ticket has been submitted, users can view the requests and follow any updates

Tickets can be managed by clicking the name at the top right on the Portal homepage, and selecting My Activities

Sign in is required before viewing activities

Requests

Under My requests are submitted tickets listed with creation, activity, and status information

Click the Subject of the request to view the ticket

Any replies to the ticket appear on the page as exemplified below, and users can continue communication here

 

 

  • No labels