Evidian Support consists of an international team of experts who will help you get optimal use out of our products in your specific environment. It also prioritises the establishment of a real partnership, guaranteeing better response times to meet your requests
Support for Evidian On-Premise
Support pour Evidian On-Premise
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.
2 types of support for On-Premise
Standard Support and Maintenance gives you access to the following services:
- 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
Support for Evidian IDaaS
Support pour Evidian IDaaS
Support for IDaaS solutions from Evidian :
- Allows the user to create incident tickets,
- Provides a tutorial composed of several chapters allowing the user to configure step by step the different functionalities offered by IDaaS Access and Governance.
- Offers a wide range of services related to the management and administration of Evidian solutions as a service (see below).
Access advantages
- Request connection to a proxy IdP
- Request/Remove an Analytics Designer Role for an IDaaS Administrator
- Change request
- Injection of custom data for OpenID Connect applications
- Request related to regulations such as GDPR
- Other service requests…
Do you have any questions? Would you like a free and customised evaluation?
Write us
Identity as-a-service
Evidian takes care of everything related to your Identity and Access Management with IDaaS
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Identity Governance and Administration
Manage access and authorization of all your users in your company
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Web Access Manager
Gateway for web apps with SSO, multi-factor authentication, identity federation
Learn more >
Authentication Manager
Authentication Manager
Enterprise multi-factor & passwordless authentication on Windows PCs
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Enterprise Single Sign-On (SSO)
Secure access to legacy and web apps on PCs & mobiles with SSO