+1-202-802-9399 (US)

Why Purchase Technical Support

Purchasing Thycotic Technical Support provides key advantages to keep your PAM solutions secure and up to date across the globe.

Worldwide Technical Support Options

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

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 PH
Americas 8 am – 8 pm ET
EMEA 8 am – 8 pm GMT
APAC 8 am – 8 pm PH
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
Customer Success (voice of the customer) Access to Customer Relations and Customer Success team Access to Customer Relations and Customer Success team

* 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 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 PH

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

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.