Case Management
The BeyondTrust support process ensures that customer cases are handled and resolved efficiently, professionally, and in a timely manner. BeyondTrust Technical Support provides case resolutions, workarounds, knowledge transfer, and appropriate, timely status updates to customers.
Severity Levels
When you experience a problem or require additional information about your BeyondTrust products, open a case using one of the channels outlined in Support Requests.
To expedite investigating and troubleshooting your issue, include the details outlined in Support Requests.
Responding to cases via the Customer Portal assures that your responses are automatically associated with the correct case.
When Reporting Issues or Requests
A case will be created, given a unique case number, and assigned a Severity level. Technical Support will validate the Severity level based on the definitions outlined in the Assigning
a Severity Level section.Technical Support will verify that you have a current maintenance contract and that you have a valid contact. If either of these cannot be verified, we will be unable to provide any further support.
If you report multiple issues in the same request, individual cases may be opened for each issue.
Within the Customer Portal, customer contacts can be assigned a Customer Portal Admin role. Users assigned to this role can do the following:
View all cases associated with their organization
Create new contacts for users within their organization
Access licenses associated with their BeyondTrust products
To request this role, create a case within the Customer Portal.
Technical Support Response – What You Can Expect
Once your case has been opened, you will receive a response within the reply times designated for the associated Severity level, outlined in the table below.
The Support Response Will Include: |
|---|
The information you requested or an answer to your question |
A link to documentation or a knowledge base article |
An explanation of a feature or design decision |
A software patch or upgrade with instruction |
A confirmation that the issue you reported is a known issue, and whether a product fix is planned, or workarounds are available |
A request for additional information, such as: |
Additional details or specific tests to isolate the issue |
Instructions for generating detailed logs |
A request to join a session with a BeyondTrust Technical Support Engineer to further troubleshoot the issue |
Multiple resolution options from which you can choose |
Case Resolution
Cases will be closed and considered resolved when one of the following criteria is met:
You close the case in the Customer Portal or confirm that it is resolved
Automatically after 10 business days when we believe the case is resolved but you do not confirm
Automatically after 15 business days when we have requested additional details or logs, but we have not received them
At any point in the support process, you are welcome to request to speak to a support supervisor or support manager. To escalate any case, please email [email protected].