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.

How to build your package

Choose base support

Select from Standard, Premium or Enterprise Support Management, based on your preferred response time and support needs.

Select add-ons

Supplement your base support with optional add-ons like Advantage Learning for training and Technical Solutions Management for dedicated guidance.

Or choose a package that has it all

Alternatively, you can skip the building with our all-inclusive Value Acceleration Bundle.

Ivanti Service and Support Plans

Select from multiple packages, depending on your goals and support preferences.

Standard Support

All customers are automatically enrolled in this basic plan.

Includes:

Access to the Ivanti Community and Knowledge Base.
Technical support via phone and our online portal.
A P1 response SLA of one hour, 24/7 for cloud customers.
A P1 response SLA of two hours, Monday–Friday, standard business hours for on-premises customers.

Premium Support

For organisations who prefer self-guided support.

Includes:

A named Escalation Support Manager, with availability to escalate a case to support management via the support portal.
Access to the Ivanti Community and Knowledge Base.
Technical support via phone and our online portal.
A P1 response SLA of one hour, 24/7.
1 Advantage Learning user licence.

Enterprise Support Management

For organisations who need expert guidance.

Includes:

A Designated Enterprise Support Engineer (ESE), a named Escalation Support Manager with the ability to escalate a case to support management.
Access to the Ivanti Community and Knowledge Base.
Technical support via phone and our online portal.
A P1 response SLA of 30 minutes, 24/7.
Health Check*.

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, a designated Enterprise Support Engineer and a designated Technical Relationship Manager.
Access to the Ivanti Community and Knowledge Base.
Technical support via phone and our online portal.
A P1 response SLA of 30 minutes, 24/7.
1 or 2 Advantage Learning user licence(s).
Health Check*.
Adoption guidance and cloud adoption recommendations.
Technical configuration and update assistance.
Scheduled services.

Services add-ons

Enhance your base support with training and dedicated technical guidance. Available for Standard Support, Premium Support and Enterprise Support Management packages.

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Technical Solutions Management

Gain deep, technical product expertise without needing to hire in-house staff. Choose from four tiers, based on your preferred amount of guidance and training, along with how many Ivanti product lines you want support on.

Advantage Learning

Develop the in-house expertise you need with instructor-led online training and certification programmes. Gain access to 1,600+ courses that support your mastery of Ivanti solutions.

Explore Subscriptions

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 Neurons for ITSM, Cherwell Service Manager, Ivanti Neurons DEX, Ivanti Neurons for MDM, Ivanti Endpoint Manager Mobile or Ivanti Endpoint Manager.

Learn more

Customer Support FAQ

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Ivanti Community

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Let’s help your organisation go even further

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