thycotic.com Open in urlscan Pro
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Text Content

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+1-202-802-9399 (US)

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THYCOTIC SUPPORT & SERVICES



Please note that the Thycotic Customer Support Portal will be undergoing
maintenance from Thursday September 30th at 12 AM ET until Tuesday October 5th
at 9 am ET. During this time, you may experience intermittent access or
performance issues. If you experience issues during this period, please contact
our Global Technical Support Team via phone or chat. Our phone numbers are
located at https://thycotic.com/support/ . Normal operations will be restored by
noon on Tuesday Oct 5, 2021.




WE’VE ALWAYS GOT YOUR BACK.


OUR AWARD-WINNING THYCOTIC SUPPORT, SERVICES AND E-LEARNING TEAMS STAND READY TO
ASSIST YOU WITH ANSWERS TO YOUR QUESTIONS AND EXPERTISE TO RESOLVE ANY ISSUES OR
PROBLEMS YOU MAY ENCOUNTER.



QUICK LINKS

 * Open a New Case Now (log in required)
 * Review Open Cases (log in required)
 * Chat Now to open, escalate or acquire a case update

 * Support Services Guide (last updated July 1)
 * 2021 Holidays
 * Support Phone Numbers


THYCOTIC GLOBAL TECHNICAL SUPPORT TELEPHONE CONTACTS


AMERICAS

Hours: 8 am – 8 pm ET

+1 202 991 0540


EMEA

Hours: 8 am – 8 pm GMT

UK: +44 20 3880 0017
Germany: +49 69 667737597


APAC

Hours: 8 am – 8 pm PHT

Philippines: +63 2 231 3885
Singapore: +65 3157 0602
Australia: +61 3 8595 5827
New Zealand: +64 9-887 4015


2021 THYCOTIC HOLIDAYS

Holiday list here.



OTHER TOOLS

Cloud Status

Support Overview

Professional Services


SECRET SERVER ON-PREMISES AND
CUSTOMER CLOUD-BASED INSTALLATIONS SUCH AS AZURE OR AWS


THYCOTIC STANDARD SUPPORT


THYCOTIC 24/7 PREMIER SUPPORT

Business Hours
Monday through Friday, except major holidays Americas 8 am – 8 pm ET
EMEA 8 am – 8 pm GMT
APAC 8 am – 8 pm PHT
Middle East 8 am – 8 pm Sunday -Thurs (UAE) Americas 8 am – 8 pm ET
EMEA 8 am – 8 pm GMT
APAC 8 am – 8 pm PHT
Middle East 8 am – 8 pm Sunday -Thurs (UAE) Critical (Severity 1) 2-hour
response from 8 am – 8 pm in your defined home region 1-hour response 24/7*
Serious (Severity 2) 4-hour response from 8 am – 8 pm in your defined “Home
Region” < 4-hours response 24/7 Moderate (Severity 3) 8-hour response from 8 am
–8 pm in your defined “Home Region” 6-hours response from 8 am –8 pm in your
defined “Home Region” Minor (Severity 4) 12-hour response from 8 am –8 pm in
your defined “Home Region” Not to exceed 12-hour response from 8 am –8 pm in
your defined “Home Region” Case origination Phone, portal, email Phone, portal,
email Online Tools Knowledge Base, documents, downloads, release notes Knowledge
Base, documents, downloads, release notes Product Releases and Notifications
Product UI notification or webpage downloadable Product UI notification or
webpage downloadable Live Phone Support Yes Yes

* For Severity 1 issues, as defined in our Support Policy, call us at one of our
worldwide phone numbers.

** Normal business hours are defined as the coverage hours that fall within the
customers defined home region (APAC, Middle East, EMEA, Americas) and excludes
coverage during regional defined holidays as documented in the 2021 Thycotic
Support holiday list located at https://thycotic.com/about-us/holidays/. The
full Thycotic support policy can be accessed at
https://thycotic.force.com/support/s/article/Thycotic-Technical-Support-Policy


SUPPORT OVERVIEW


STANDARD SUPPORT


PREMIUM SUPPORT


PREMIUM+ SUPPORT

Business Hours Americas 8 am – 8 pm ET
EMEA 8 am – 8 pm GMT
APAC 8 am – 8 pm PHT
Middle East 8 am – 8 pm Sunday -Thurs (UAE) 24x7x365 24x7x365 Severity 1 2
business hours 1 hours 24/7 1 hours 24/7 Severity 2 6 business hours 4 hours
24/7 2 hours 24/7 Severity 3 8 business hours 6 business hours 4 hours 24/7
Severity 4 24 business hours 12 business hours 24 hours 24/7 Severity 5 (Feature
Request) 24 business hours 24 business hours 24 business hours Online Tools
Knowledge Base, Documents, Release Notes Knowledge Base, Documents, Release
Notes Knowledge Base, Documents, Release Notes Live Phone Support Yes Yes Yes
Correspondence/Response Phone, Email, Case Phone, Email, Case Phone, Email, Case
Cloud Status Page Yes
https://status.thycotic.com Yes
https://status.thycotic.com Yes
https://status.thycotic.com Maintenance Notification Yes Yes Yes



DOCUMENTATION & VIDEOS

Secret Server

Not Secret Server? >Select your productAccount Lifecycle ManagerDevOps Secrets
VaultPrivileged Behavior AnalyticsPrivilege ManagerAccess Controllers



RELEASE NOTES AND CRITICAL NOTIFICATIONS

Critical Notifications: PRS 5.3.0 Security Bulletin (pdf)

Release Notes: >Select your productAccount Lifecycle ManagerDevOps Secrets
VaultPrivileged Behavior AnalyticsPrivilege ManagerSecret ServerAccess
Controllers




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PRODUCTS

 * Secret Server
 * Privilege Manager
 * Account Lifecycle Manager
 * DevOps Secrets Vault
 * Privileged Behavior Analytics
 * Self Service Password Reset
 * Cloud Access Controller
 * Remote Access Controller
 * Database Access Controller



SOLUTIONS

 * Enterprise Password Management
 * Least Privilege Policy
 * DevOps
 * Audit and Compliance

Let’s Connect






 

LATEST RESEARCH AND RESOURCES

Upcoming Webinar
Two Sides of the PAM Coin

From the Lockdown Blog
Interview: PAM Product Q&A with Richard Wang




AMERICAS
+1-202-802-9399




EUROPE
+44 20 4534 3440




AUSTRALIA
+61-2-8006-9996




ASIA
+65-6577-1250




SITEMAP | EULA | PRIVACY POLICY | TRUST CENTER |© COPYRIGHT 2021 THYCOTIC. ALL
RIGHTS RESERVED.






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