Backing Up Our Technology and Our Customers
Once you've purchased Ivanti solutions, the last thing you want is a software vendor that trumpets its technology but falls silent on support. Rest assured, we stand behind our products and our valued customers. In fact, our customers have given our support services a satisfaction rating of 92% over the last two years. What’s more, our expert service and support representatives are all Ivanti Certified Engineers. Many also have other manufacturer and/or industry certifications, such as Microsoft Certified, Cisco Certified, etc., so you know your call will be answered and addressed by a highly qualified expert with proven credentials.
Overview of Ivanti Advantage Support
Ivanti offers three support packages from which to choose to best meet your operational requirements. The levels of the program have been carefully designed to ensure that customers receive the service they need and deserve.
Three levels of support are available: Standard, Enterprise, and Premium. All support levels entitle you to receive software updates and upgrades, including patches, fixes, and security updates. Technical support is provided via the Ivanti Support Portal or the phone. Access to the Ivanti Community is also available with each of three plans, giving you an opportunity to meet other Ivanti customers using the same product(s) so you can share ideas, request ideas or help, or just get to know others who has similar job responsibilities.
|Telephone Technical Support||Business Hours||24x7*||24x7*|
|24x7 Support Portal Access||✓||✓||✓|
|24x7 Customer Community||✓||✓||✓|
|24x7 Knowledge Base||✓||✓||✓|
|Software Product Updates||✓||✓||✓|
|Named Support Manager||✓||✓|
|Assigned Support Engineer/Premier Team||✓|
|Severity 1 Target Response Time||2 hours||1 hour||30 minutes|
|Advantage Learning||Online Subscription: 1 user license||Online Subscription: 1 user license plus 1 Remote Instructor-led class|
|Upgrade Guidance||Technical Guidance and Validation|
|Escalation Management— Severity 1 Issues||Escalated to Support Manager after 8 hours||Critical situation oversight|
|Priority Case Monitoring||✓|
|Priority Case Routing (after hours)||✓|
|Environment-based Technical Guidance||Recommendations based on best practices and customer needs|
|Support Service Review||✓|
|New Release Notification||Proactive notification||Proactive notification and personalized discussion|
|Remote Support via Screen Sharing||✓||✓|
|Annual Mentoring Session||✓|
|Annual Product Usage Review||✓|
*Severity 1 incidents only
Advantage Support Program Details
Ivanti Advantage Standard gives you access to the newest software releases and all the latest features, fixes, and patches. Our expert product support engineers are available by phone to quickly address your issues. You can collaborate with Ivanti’s active on line user community to share ideas with your counterparts across the world. The robust Knowledge Base is accessible 24x7 as a self-serve tool for you to solve common issues without having to contact support.
You can initiate a phone or web incident through our Customer Portal for processing during local business hours of the regional support center.
Ivanti Advantage Enterprise includes all the features and benefits of Advantage Standard plus more. If you are an Enterprise level customer and you report a Severity Level 1 Incident that is not solved during Business Hours of the regional support center to which the Incident is initially reported, and the Incident requires around-the-clock work, Ivanti will transfer the Incident to other Support sites in the United States, Asia, and/or Europe as needed—Phone support is also available outside of business hours including weekends and company holidays for Severity Level 1 issues.
Enterprise level customers also receive a subscription for one user to Ivanti’s Advantage Learning Online to access the latest on demand training on your products.
Enterprise Support customers will be provided direct access to a Support Manager who is available to manage escalated incidents, or to coordinate incidents across time zones if you have multiple sites in different geographic locations.
Ivanti Advantage Enterprise offers even more features and benefits on top of those included in Advantage Enterprise. An Assigned Support Engineer (ASE) is assigned to you. The ASE will quickly learn and understand your Ivanti software configuration and technical environment in order to provide proactive advice and resolve your cases faster. The ASE will streamline communications and collaborate with you and other team members within Ivanti to provide you with a seamless support experience. The ASE is tasked with problem avoidance by arming you with the information you need, when you need it.
Ivanti Smart Service Portal
A centerpiece of Ivanti Advantage Support is the Smart Service Portal. You can access this convenient online portal through the Ivanti Technical Community at https://success.ivanti.com/customers.
One of the key features is the Solution Adviser. It Will assist you when you need quick and proven solutions. Using drop-down menus to answer a brief list of questions, will be provided with a set of recommended solutions and resources, including:
- The top-rated solutions for a particular issue as determined by Ivanti experts and successful outcomes when used by other customers.
- Search results that will direct you to relevant postings in the Ivanti Technical Community.
- Key articles, tech notes, and white papers with high-value content pertinent to the issue you submitted.
Customer Satisfaction Surveys
Customer feedback is an essential way to measure how well we are meeting expectations. Our Customer satisfaction surveys give you the opportunity to provide Ivanti with valuable feedback to help us improve and evolve our offerings so that they match your needs. After a Support request is closed you are invited by email to complete a short survey about your recent support experience.
Once you become a Ivanti customer, you’ll enjoy access to the following online resources:
The Ivanti Support Community is the place to find and share information about the Ivanti solutions you use in your environment. You can peruse technical articles, post questions in the forum, subscribe to notifications of new articles, and even contribute your own documents. The forum offers posts and feedback from peers, other Ivanti customers, and Ivanti developers and engineers. Top contributors are recognized and rewarded regularly.
Momentum offers a variety of technical product webinars as well as the ability to share ideas, concepts, and designs with other IT experts, and more. Our series of technical webinars focus on explaining and demonstrating how you can employ the tool to solve the common challenges you face in IT today. In addition, you can access on-demand webinars on how to use different product features and/or how to implement particular tips and tricks in your environment. As part of Momentum, Share IT enables our talented customers to share their ideas, concepts, and designs—plus leverage the knowledge of a broad base of IT experts. For more information https://www.ivanti.com/momentum.
Enjoy Superior Support Beyond the Sale
As you contemplate investing in Ivanti solutions, consider also the business advantages of quality support services delivered by experts with proven credentials. Discover for yourself why customers consistently give Ivanti high satisfaction ratings. To learn more please visit us at https://success.ivanti.com/customers or visit ourcontact page.