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Thycotic Support & Services

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We’ve always got your back

Our award-winning Thycotic Support, Services and E-Learning Teams stand ready to assist you with answers to your questions and expertise to resolve any issues or problems you may encounter.

Offering Standard (8 am-8 pm) and Premier (24/7) Technical Support, Thycotic provides our customer’s assistance via phone, email, online documentation and knowledge base. Leveraging our worldwide team knowledge and experience, we deliver best in class customer support based on engaging with more than 10,000 customers worldwide.

Secret Server On-Premises and
Customer Cloud-Based Installations such as Azure or AWS

Thycotic Standard Support

Thycotic 24/7 Premier Support

Business Hours
Monday through Friday, except major holidays
Americas 8 am – 8 pm ET
EMEA 8 am – 8 pm GMT
APAC 8 am – 8 pm PHT
Americas 8 am – 8 pm ET
EMEA 8 am – 8 pm GMT
APAC 8 am – 8 pm PHT
Critical (Severity 1) Response within 2 business hours* 1-hour response 24/7*
Serious (Severity 2) Response within 4 business hours < 4 business hours during business hours**
Moderate (Severity 3) Response within 8 business hours 6 business hours during business hours**
Minor (Severity 4) Response within 12 business hours 12 business hours during business hours**
Case origination Phone, portal, email Phone, portal, email
Online Tools Knowledge Base, documents, downloads, release notes Knowledge Base, documents, downloads, release notes
Product Releases and Notifications Product UI notification or webpage downloadable Product UI notification or webpage downloadable
Live Phone Support Yes Yes

* For Severity 1 issues, as defined in our Support Policy, call us at one of our worldwide phone numbers.

** Normal business hours are during the customer-defined home region (APAC, EMEA, Americas). See the Support Policy located at https://thycotic.force.com/support/s/article/Thycotic-Technical-Support-Policy

Thycotic Cloud Solutions (Secret Server Cloud and PBA)

Cloud Standard Support

Cloud Premier Support

Business Hours 24x7x365 24x7x365
Critical (Severity 1) All responses within 24 hours Response within 2 hours
Serious (Severity 2) Response within 4 hours
Moderate (Severity 3) Response within 12 hours
Minor (Severity 4) Response within 24 hours
Case origination Email, Chat, Portal, Phone Email, Chat, Portal, Phone
Online Tools Knowledge Base, Documents, Release Notes Knowledge Base, Documents, Release Notes
Live Phone Support No Yes
Correspondence/Response Email, Case Phone, Email, Case
Cloud Status Page Yes
https://status.thycotic.com
Yes
https://status.thycotic.com
Maintenance Notification Yes Yes

Thycotic Global Technical Support Telephone Contacts

Americas

Hours: 8 am – 8 pm ET

+1 202 991 0540

EMEA

Hours: 8 am – 8 pm GMT

UK: +44 20 3880 0017
Germany: +49 69 667737597

APAC

Hours: 8 am – 8 pm PHT

Philippines: +63 2 231 3885
Singapore: +65 3157 0602
Australia: +61 3 8595 5827
New Zealand: +64 9-887 4015

Thycotic has established Technical Support and Customer Success teams throughout the Americas, EMEA and APAC so that you can get the help you need, when you need it. Support customers can choose from two options for technical support and gain the assurance of timely upgrade protection, whether for a fix or enhancement.

1. Standard Support

Customers gain access to global technical support by phone, email or our customer portal during Thycotic business hours in your region for Thycotic Secret Server, Secret Server Cloud, Secret Server Vault, and Privilege Manager products.

2. Premier Support

Customers get global support 24 hours a day, 7 days a week including holidays with a one hour or less response time for Severity 1 issues covering Thycotic Secret Server, Secret Server Cloud, and Privilege Manager products. Premier support is not available for Secret Server Vault Edition customers.

Upgrade Your Support Package

Automatic Upgrade Protection

Thycotic Technical Support customers have access to all upgrades and releases (both minor and major). These essential updates include bug fixes, security patches, and new product features.  Upgrades and releases are available immediately and can be implemented automatically online or manually offline. Upgrade protection also covers any patches that are released in response to new security threats enabling you to maximize cybersecurity safeguards.

Support FAQ

To be supported, a customer’s total number of Support licenses and User licenses must match. Support licenses expire annually. You can renew your Support licenses online.

There are no additional fees or penalties for buying support late or opting out of support altogether. However, unsupported customers do not receive any software updates, new features, bug fixes or security patches.

If your company opts out of purchasing support licensing one year, and later decides to opt back in, your company will be required to back-pay for the previous support terms missed. These back-dated costs cover any missed upgrades, bug fixes, and patches released between your old version of the software and the most recent update.

Technical assistance is provided through telephone and email. Remote assistance sessions are also offered when necessary – we currently use GoToAssist, GoTo Meeting, and Copilot.

Submit a Ticket Online:    Secret Server Support Page

Our technical support agents work as a team and will escalate your issue as needed.  R&D also assists with complex requirements and bug fixes. Feature requests can be submitted to our product team online.

Technical assistance is provided for all issues, bugs, and questions related to Secret Server, Secret Server Cloud, Secret Server Vault, and Privilege Manager.

We do not support software from other vendors except where Secret Server  functionality is specifically affected. For instance, provide support if Windows Authentication to Microsoft SQL Server is working for other applications, but not Secret Server.  We do not provide support if Windows Authentication for Microsoft SQL Server is not functioning correctly – in such cases, support must be sought from the specific vendor.

Are you a Secret Server Free customer? Secret Server Free customers get access to an extensive Knowledge Base and forums to assist you with the product. Have a question, please first install IIS and .NET. Once those are installed, technical support would be happy to help via email with any Secret Server questions.

Thycotic support staff has been one of the best that I’ve worked with as far as responsiveness, friendliness and knowledge.

Director, Information Security Operations – Healthcare – Gartner Peer Insight Reviews

Very good support—knowledgeable and persistent to fix any issues that have arisen. Strong support for more difficult security and compliance requirements.”

Associate Vice President of IT, Financial Services – Gartner Peer Insight Reviews

Rick in Thycotic Professional Services did an outstanding job. Excellent customer service and outstanding technical skills

Large Energy Company

Thycotic support staff and customer success team give you the confidence that they have your back.”

Sr. Sys Admin, Government – Gartner Peer Insight Reviews

Thycotic E-Learning offers one of the best vendor sales courses we’ve done!” ”

EMEA Reseller

I cannot tell you enough how thankful we are for Andrew’s expertise and professionalism. Our team valued the time with him, and we can’t express enough how easy he was to work with. I just reviewed the items that were accomplished last week, and a LOT of progress has been made.

Global Semiconductor Company


THYCOTIC HONORED

with NorthFace ScoreBoard Award℠ for Outstanding Customer Satisfaction

Icon Thycotic Facts - over 3500 customers using Thycotic's privileged account management solutions

10,000+ customers worldwide with a 20% enterprises in the Fortune 500

Icon Facts - We are rated No.1 in customer satisfaction

Rated #1 in customer satisfaction, achieving a 99% customer satisfaction rating year-over-year

Icon Thycotic Facts - One of the highest adoption rates for any PAM solution

More than 180,000 IT admins use our software every day, ensuring one of the highest adoption rates for any PAM solution in the industry.

Thycotic Honored with NorthFace ScoreBoard Award℠ for Outstanding Customer Satisfaction

March 27th, 2019

Omega Management Group Recognizes Thycotic for Highly Rated Service and Support to Customers


Thycotic Earns Leadership Designation in New KuppingerCole Leadership Compass for Privileged Access Management (PAM)

March 26th, 2019

Rated a PAM Leader Across Product, Market and Innovation Matrices with Strengths in Privileged Account Management, Cloud, Endpoint Privilege Management, DevOps and More


Gartner Peer Insights Customers’ Choice for Privileged Access Management: The 10 Most Impressive Customer Stories To Us

March 21st, 2019

We are honored to announce that we have been recognized as a March 2019 Gartner Peer Insights Customers’ Choice for Privileged Access Management. In its announcement, Gartner explains, “The Gartner Peer Insights Customers’ Choice is a recognition of vendors in this market by verified end-user professionals, taking into account both the number of reviews and…


Thycotic Recognized as a March 2019 Gartner Peer Insights Customers’ Choice for Privileged Access Management

March 21st, 2019

Thycotic’s Secret Server and Privilege Manager solutions provide the best combination of enterprise-class functionality and ease of use that customers love.


Thycotic Named Winner in Annual Cyber Defense Magazine Infosec Awards

March 4th, 2019

Secret Server solution has been recognised as a winner of the Cyber Defense Magazine Infosec Awards in the Privileged Account Security category.


Thycotic Named 2019 Best Places to Work Winner

February 21st, 2019

Rapidly Growing PAM Provider Honored by the Business Intelligence Group


Thycotic Delivers Powerful Capabilities to Protect Privileged Accounts in Large, Diverse Enterprises

February 19th, 2019

Customers Benefit From Enterprise Workflow Support, Advanced Session Recording and Improved Multi-Factor Authentication Options with the YubiKey


Thycotic Receives 2018 Excellence Award from Cloud Computing Magazine

February 14th, 2019

Secret Server Cloud Honored for Innovation in Cloud Services from TMC


Thycotic Channel Partner Sales Accelerate with Exploding Demand for PAM Solutions

February 12th, 2019

Company Sees 118 Percent Sales Growth from Channel Partners


Bob Gagnon, Vice President of Thycotic, Recognized as 2019 CRN® Channel Chief

February 11th, 2019

The Channel Company, has named its Vice President of Channel Sales for the Americas, Bob Gagnon, to its prestigious list of 2019 Channel Chiefs.