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 the Ivanti Community and Knowledge Base.
  • Technical support via phone and our online portal.
  • 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 organizations 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 the Ivanti Community and Knowledge Base.
  • Technical support via phone and our online portal.
  • 1-hour P1 response SLA, 24/7.
  • 1 Advantage Learning user license.

Enterprise Support Management

For organizations 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 the Ivanti Community and Knowledge Base.
  • Technical support via phone and our online portal.
  • 30-minute P1 response SLA, 24/7.
  • Health Check*.
  • Technical guidance and validation on upgrades.
All-Inclusive

Value Acceleration Bundle

For organizations 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 the Ivanti Community and Knowledge Base.
  • Technical support via phone and our online portal.
  • 30-minute P1 response SLA, 24/7.
  • 1 or 2 Advantage Learning user license(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 Licenses 1 User License 1 User License – Basic
or
2 User Licenses - 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.

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Let’s help your organization go even further

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

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