BeyondTrust - Secure Remote Access and Privileged Access Management

Overview

Customers with a BeyondTrust product that has a valid maintenance contract have access to our Technical Support services through multiple channels. Regardless of how a support request is initiated, all cases will be triaged on submission to ensure you receive assistance from the appropriate product specialist.

BeyondTrust Technical Support provides support in English only. If you are needing assistance in a local language, we encourage working with one of our global partners.

Support Submission Request Channels

identity.beyondtrust.com

Securely submit and review support cases as well as search our knowledge base and technical documentation.

BeyondTrust uses Okta for a single authentication source to access the Customer Portal, Ideas Portal, and BeyondTrust University. Should you need assistance with access, please email [email protected].

USA: (866) 652-3177
 UK: +44 (0) 1628 480 210

Additional local support numbers outside the USA and UK can be found on the Support Portal. Calls may be routed to an answering service for triage and case creation.

Support Availability

Premium Support:

  • Severity 1: 24 hours a day, 365 days a year

  • Severity 2 and 3: Sunday, 7pm US Central Time – Friday, 7pm US Central Time

Case Submission Information Required

When submitting a case to BeyondTrust Technical Support, please have the following information available:

  • Contact name, phone number, and email address

  • Desired Severity level

  • Unique case number if this is a continuation of an existing case

  • BeyondTrust product name and version number

  • Detailed problem statement, including how long the problem has been occurring, any steps to reproduce the problem, and screenshots illustrating the problem

  • Description of any troubleshooting done so far, if any

  • Relevant logs or support package

  • Versions and roles of any operating systems associated with or used by the BeyondTrust product