Service and support plans

Get the Expert Guidance and Support You Need

Choose from packages that combine elements of professional services, technical support, training and more to help your organisation go even further with your Ivanti solution.

Contact Us

Ivanti service and support plans

Start with a base support package and select add-ons, or choose our all-inclusive Value Acceleration Bundle.

Step 1: Choose your base support package

Standard Support

All customers are automatically enrolled in this basic plan.

Includes:

  • Access to knowledge base, peer collaboration and product resources through Ivanti Innovators Hub
  • Technical support via phone and Ivanti Innovators Hub
  • 1-hour P1 response SLA, 24/7 for cloud customers.
  • 2-hour P1 response SLA, Monday–Friday during standard business hours for on-premises customers.

Premium Support

For organisations who prefer self-guided support.

Includes:

  • A named Escalation Support Manager, with the ability to escalate a case to support management via the support portal.
  • Access to knowledge base, peer collaboration and product resources through Ivanti Innovators Hub
  • Technical support via phone and Ivanti Innovators Hub
  • 1-hour P1 response SLA, 24/7.
  • 1 Advantage Learning user licence.

Enterprise Support Management

For organisations who need expert guidance.

Includes:

  • A named Escalation Support Manager, with the ability to escalate a case to support management via the support portal.
  • A designated Enterprise Support Engineer (ESE).
  • Access to knowledge base, peer collaboration and product resources through Ivanti Innovators Hub
  • Technical support via phone and Ivanti Innovators Hub
  • 30-minute P1 response SLA, 24/7.
  • Health Check*.
  • Technical guidance and validation on upgrades.
All-Inclusive

Value Acceleration Bundle

For organisations who want comprehensive support from all angles, combining our Enterprise Support Management and Technical Solutions Management packages.

Includes:

  • A named Escalation Support Manager, designated Enterprise Support Engineer and designated Technical Relationship Manager.
  • Access to knowledge base, peer collaboration and product resources through Ivanti Innovators Hub
  • Technical support via phone and Ivanti Innovators Hub
  • 30-minute P1 response SLA, 24/7.
  • 1 or 2 Advantage Learning user licence(s).
  • Health Check*.
  • Basic or Premier tier of Technical Solutions Management.
  • Technical configuration and update assistance.
  • Scheduled services.
  • Adoption guidance and cloud adoption recommendations.

Find the level of help that best suits your needs and goals

View our comprehensive comparison table to see exactly what's included in each package and add-on tier.

Standard Support Premium Support Enterprise Support Management Value Acceleration Bundle
Product Training Advantage Learning Licences 1 User Licence 1 User Licence – Basic
or
2 User Licences - Premier
Technical Support Customer Community & Knowledge Base ✓ ✓ ✓ ✓
Designated Enterprise Support Engineer (ESE) ✓ ✓
Named Escalation Support Manager and escalation path via support portal ✓ ✓ ✓
Technical Guidance and Validation on Upgrades ✓ ✓
P1 Response SLA (24x7) Cloud customers:
One hour		 One hour 30 minutes 30 minutes
P1 Response SLA Standard Business Hours Monday - Friday On-premises customers:
Two business hours
Resolution and Troubleshooting Technical support via online portal and phone. Technical support via online portal and phone. Escalation of severity one to support manager after 8 hours. Technical support via online portal and phone. Critical situation oversight for severity one issues. Environment-based technical guidance. Case reviews Technical support via online portal and phone. Critical situation oversight for severity one issues. Environment-based technical guidance. Case reviews
Professional Services Designated Technical Relationship Manager (TSM Offering) 96 hours – Basic
or
192 hours - Premier
Adoption Guidance & Cloud Adoption Recommendations ✓
Technical Configuration and update assistance ✓
Scheduled Services ✓
Health Checks* ✓ ✓

* Health Check applies to a single environment or one instance for one product with a maximum effort of 12 hours. Eligible products include: Ivanti Connect Secure, Ivanti ITSM, Cherwell Service Manager, Ivanti Digital Experience, Ivanti MDM, Ivanti Endpoint Manager Mobile or Ivanti Endpoint Manager.

Explore more resources

Find what you need to make the most of your Ivanti experience.

bg

Customer Support FAQ

All the details on how Ivanti Support works.

View the FAQ
bg

Support Terms

Sometimes you need to see the nitty-gritty details.

View Terms
bg

Ivanti Innovators Hub

Get do-it-yourself help from Ivanti product forums and knowledge base.

Visit The Hub

Let’s help your organisation go even further

Maximising your outcomes with Ivanti begins with selecting the right success plan. Let’s get started.

Get Started