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 a choice of three support packages 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, Premium, and Enterprise. 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 over 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 with 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||✓||✓|
|Designated Support Engineer||✓|
|Severity One Target Response Time||Two hours||One hour||30 minutes|
|Customer Success Manager (CSM)||✓|
|Cloud Sandbox for SaaS Subscriptions||✓|
|Advantage Learning||Online Subscription: One user license plus one remote instructor-led class.|
|Upgrade Guidance||Technical guidance and validation|
|Escalate Concern via Success Portal||✓|
|Escalation Management— Severity 1 Issues||Escalated to Support Manager after eight 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 Four-Hour Health Check||✓|
*Severity 1 incidents only
Advantage Support Program Details
Ivanti Advantage Standard gives you access to the newest software releases and all of 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 online user community to share ideas with your counterparts across the world. The robust Knowledge Base is accessible 24x7 as a self-serve tool to help 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 Premium includes all the features and benefits of Advantage Standard plus more. If you are a Premium 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.
Premium Support customers have 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 Premium. A Designated Support Engineer (DSE) is assigned to you. The DSE will quickly learn and understand your Ivanti software configuration and technical environment in order to provide proactive advice and resolve your cases faster. The DSE streamlines communications and collaborates with you and other Ivanti team members to ensure a seamless support experience. The DSE is tasked with problem avoidance by arming you with the information you need, when you need it.
You will also receive a Customer Success Manager (CSM) in the Advantage Enterprise offer. CSMs are your business relationship and strategic outcome advisors ensuring you're getting the most from your investment with Ivanti.
Advantage Enterprise customers also receive a subscription for one user to Ivanti’s Advantage Learning Online to access the latest on-demand training for your products.
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, which provides quick and proven solutions to common issues. Using drop-down menus to answer a brief list of questions, you 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 an 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 focuses 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 that explain 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 and leverage the knowledge of a broad base of IT experts. For more information, visit https://www.ivanti.com/momentum.
Enjoy Superior Support Beyond the Sale
As part of your investment in Ivanti solutions, consider 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 our contact page.