Documentation

 

 

Introduction

SecureAuth's Support Portal enables customers to open support tickets and create ongoing communication with SecureAuth Support Engineers. The Portal serves as a user-friendly platform on which customers can submit, track, and manage tickets, and correspond with SecureAuth to quickly and effectively address issues.



Create account

Before accessing the Portal, all customers must create an account.

  1. On the Portal Homepage (support.secureauth.com), click Sign In at the top right.
  2. Click Sign up as a New to SecureAuth Support user.

  3. Provide Your full name, Your email, confirm that you're not a robot, and click Sign up.
  4. You will receive an email that contains a link. Click the link and then create your password.



Manage account

Manage accounts by clicking the name at the top right. From there, you can perform different tasks.

  1. Click My Activities to view the information such as who you are following and being followed by, votes, subscriptions, and more.
  2. Click Edit My Profile to view statistics around the number of tickets you have submitted.



Submit ticket

Support tickets submitted to SecureAuth can range from upgrade requests to login errors. After a ticket is submitted, SecureAuth Support Engineers receive the information and can reply directly through the Portal.

  1. To initiate a support ticket, on the Portal homepage, click Submit a Request at the top right.

    Sign in is required before submitting a request.

  2. Select a reason for the request from the dropdown. The reason you choose will impact the type of fill-in fields that are displayed. Some of the following fields might not be required; other fields might be displayed.

  3. Provide your email address.

  4. Provide a Subject for the request that tells the SecureAuth Support Engineer the main reason for contact.

  5. Provide a Description that gives details of the current environment and what is required.

    This might include an explanation of the issue, the current configuration, the number of appliances, realms, and users that are affected, the timeframe for completion, etc.

  6. Select the SecureAuth IdP Version from the dropdown.

  7. Select the level of Impact this issue has on the company from the dropdown (see the table below for Priority assignments based on Impact and Urgency selections).

  8. Select the level of Urgency this issue has from the dropdown (see the table below for Priority assignments based on Impact and Urgency selections).

  9. (OPTIONAL) Add any Attachments that could help SecureAuth resolve the issue (e.g. screenshots of error, Web Admin configuration, etc.).

  10. Click Submit.

  11. Upon successful submission, the completed request is displayed.



Priority assignments

The following describes how assignments are prioritized after tickets are in the system.

ImpactUrgencyPriority
HighHighUrgent
HighMediumHigh
HighLowNormal
MediumHighHigh
MediumMediumNormal
MediumLowLow
LowHighNormal
LowMediumLow
LowLowLow

Service Level Agreement (SLA) for Basic support1

SeverityDescriptionResponse Time
1 - Urgent

Coverage: 24 x 7

There is the potential of a health, safety, or security issue to occur or it has already occurred

Potential for an operational or financial impact to the business

A Business Critical, Tier 1 system, application, or function is completely unavailable, severely corrupted, or degraded for more than one authorized user

Note: Severity Level 1 support requests cannot be logged through the support portal; call SecureAuth Support to log a severity Level 1 case

4 hours
2 - HighA non-business critical system, application, or function is unavailable, severely corrupted, or severely or degraded for a more than one authorized user8 hours
3 - Normal

Level 3 is the default severity setting

System performance is impaired, but there is no business or “customer” client impact for more than one authorized user

1 business day
4 - Low

A user level fault only affecting one authorized user but not affecting ability to perform business functions – i.e., no business or “Customer” client impact

Enhancement requests

2 business days

1 Premier and Mission-critical Support customers can view SLAs for their plans.

Definitions

Impact: The impact of the issue to the business.

Considerations: 

  • Production appliance or test environment being affected
  • Number of users affected by issue

Urgency: The speed in which the issue must be resolved.

Priority: The level of importance the issue has compared to others, designating the SecureAuth Support response time.



Manage tickets

After a ticket has been submitted, users can view the requests and follow any updates.

  1. Manage tickets by clicking the user name at the top right on the Portal homepage, and selecting My Activities.


    Sign in is required before viewing activities.

  2. Under My requests are submitted tickets listed with creation, activity, and status information. Click the Subject of the request to view the ticket.

  3. Replies to the ticket appear on the page as shown below, and users can continue communication here.
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