Support

Support

Evidian Support consists of an international team of experts who will help you get optimal use out of our products in your specific environment every day.

Evidian Support prioritises the establishment of a real partnership, guaranteeing better response times to resolve incident tickets.

Our Support programmes allow you to establish a response adapted to your needs, whatever they are:

  • Standard Support & Maintenance for access to updates and the support knowledge database, submitting incident tickets and assistance during working hours.
  • Platinum Support & Maintenance for customised high-level support in a complex environment with availability constraints.

Do you have any questions?  Would you like a free and customised evaluation? Contact us.

Are you already a customer with a support contract? Access Evidian Support

Standard Support and Maintenance gives you access to the following services:

  • Protected access, 24/7, to the support portal
  • Advice and searching the support knowledge base for solutions
  • Submission of and advice on incident tickets
  • Remote assistance from experts at the Support Centre during working hours.
  • Providing new corrections
  • Downloading versions, updates and product service packs
  • Downloading product documentation
  • Registering for the Information Bulletin publications and Support News (RSS feed).

Remote assistance is provided during working hours by the Support Centre, from Monday to Friday. Support is requested by opening an incident ticket in the support portal.

Platinum Support and Maintenance offers customised support that takes into account the complexity of your technical and organisational environment. It responds to your service level needs and your contractual availability (SLA) by offering close monitoring and proactive support actions.

An Account Monitoring Technical Lead within the Support organisation will be your personal point of contact for all questions and incidents related to the products. They implement and run pilot projects for customised services:

  • Monitoring meetings and provision of dashboards
  • On-site visits for proactive support actions
  • The implementation of a customised escalation procedure
  • Faster response times
  • 24/7 assistance with critical production incidents

These services are in addition to services provided with Standard Support and Maintenance.

Platinum Maintenance

For certain products (*), the support team can keep a reference copy of your version with the list of corrections specific to your configuration. This service allows improved responsiveness with greater security, when emergency corrections are made during production.

(*) Authentication Manager & Enterprise SSO 8.0x, Identity & Access Manager 9.0x

All the Support services are accessible on the support portal

Support assistance is requested by opening an incident ticket with the Calldesk.

After opening an incident ticket, the nearest Support Centre experts will contact you.

Worldwide locations for Evidian Support:

Region

Location

Languages

EMEA Evidian S.A., France, 78340 Les Clayes-sous-Bois, France French – English
Evidian S.A., France, 69578 Limonest French – English
Evidian GmbH, Germany, 51149 Cologne German
Evidian UK, England, Macclesfield, Cheshire English
NORTH AMERICA Evidian Inc. USA, New York, NY 10038 English
APAC Evidian Bull Japan, Japan, Tokyo 150-8512 Japanese


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