Customer Support at BeyondTrust
BeyondTrust's goal is to deliver consistent, timely, and resolution-oriented support that meets the needs of customers of all sizes on a global scale.
Support Overview
Our Commitment To You
BeyondTrust is committed to providing world-class products and exceptional Technical Support to our customers. Our services include troubleshooting, workaround assistance, and access to our extensive online knowledge base. We focus on addressing the needs of production environments and prioritize resources accordingly.
This Support Guide will introduce you to BeyondTrust Technical Support services and explain the details of our Technical Support policies and procedures to ensure that your cases and inquiries are addressed with the appropriate care and urgency they deserve.
Technical Support cases are handled by our trained Technical Support staff, located around the globe. Technical Support also has a clear escalation path to Engineering for resolving issues requiring product fixes.
Technical Support Eligibility and Scope
Your BeyondTrust product(s) must be covered by a valid maintenance contract to receive support for that product(s).
Technical Support services are available for all products on a global basis. A range of services are offered including online, email, and phone access to our Technical Support Team, access to our extensive knowledge base, and new releases/maintenance updates.
We request that our customers make a reasonable effort to use the information available from our online knowledge base, and to diagnose and/or resolve an issue before seeking Technical Support services. Technical Support focuses on troubleshooting and resolving product issues.
If you need advice on product installation and usage, we may refer you to our training and professional services. We offer both virtual and on-site product training and professional services.