TECHNICAL SUPPORT

Supporting the Privileged Access Management Goals of Our Customers and Partners.

MISSION

Supporting the privileged access management goals of our customers is core to CyberArk’s values. Through close contact support services and our customer communities, CyberArk technical support is here to help.

CYBERARK TECHNICAL SUPPORT
CONTACT INFORMATION

E: [email protected]

T: Americas: +1-888-808-9005
EMEA: +44-203-7287074
APJ: +65-6460-4254
Israel: +972-3-9180011

FREQUENTLY ASKED QUESTIONS

CyberArk Technical Support’s goal is to make navigating our organization as simple as possible for customers and partners. Please find the options for engaging with support and other pertinent information below. As always, if you need to open a case, please submit via our Technical Community or one of the phone numbers above.

GENERAL INFORMATION

Asia-Pacific and Japan – Business Day – Any day other than Saturday and Sunday or national holiday in Singapore. Business Hours – 09:00 – 18:00 (SG Time).

Israel – Business Day – Any day other than Friday and Saturday or national holiday in the State of Israel. Business Hours – 09:00 – 18:00 (IL Time).
Europe, Middle East and Asia – Business Day – Any day other than Saturday and Sunday or national holiday in the UK. Business Hours – 08:00 – 17:00 (UK Time).

Americas – Business Day – Any day other than Saturday and Sunday or national holiday in the US. Business Hours – 08:00 – 17:30 (US Eastern Time).

  • Wednesday, January 1 New Year’s Day
  • Monday, January 20 Martin Luther King Day
  • Monday, February 17 Presidents’ Day
  • Friday, April 10 Good Friday
  • Monday, May 25 Memorial Day
  • Friday, July 3 Independence Day (Observed)
  • Monday, September 7 Labor Day
  • Friday, September 18 Rosh Hashanah
  • Monday, October 12 Columbus Day
  • Wednesday, November 11 Veterans Day
  • Thurs/Fri, November 26 & 27 Thanksgiving
  • Thursday, December 24 Christmas Eve
  • Friday, December 25 Christmas Day

CyberArk offers our customers the option to purchase 24/7 Support coverage. This entitles the customer to call our after hours Support hotline for Critical or Serious System down issues where no work can be completed in a Production environment.

If your maintenance contract expires, then all users within your company will lose Technical Community access and no longer be able to directly contact Cyberark Support. All active Support cases will be put on hold until maintenance has been paid. Once maintenance is paid Support assistance will resume.

OPENING A CASE

The Customer Community is constantly monitored with further alerts set up for high priority cases. Furthermore, it provides the best way to document all aspects of each case and thus is the preferable way to contact Support.

Do not hesitate, however, to contact Support by phone or email if needed. In case of urgency, we encourage you to call the Support hotline. (please see above for contact information)

At times when call volumes are high, and or after hours, Support will utilize an answering service. This is to ensure our customers will always reach a human rather than a recording. When you reach the answering service they will take down some information and forward the information to our Support team. Support will review the information and prioritize the information per the same Critical, Serious, Moderate, and Minor standards as used for cases opened from the Customer Community and Email.

CyberArks Enterprise Support provides a debug tool known as CyberArk xRay.

CyberArk xRay collects product logs and configuration files from multiple products in a simple single-step process so you can share the collected data with your partner or CyberArk in a safe and encrypted manner. When sharing with CyberArk, shared data is linked to a case to allow Enterprise Support easy and secure access to the collected data – helping to speed the process to detect the ongoing error.

This tool can be found via the CyberArk Marketplace by searching CyberArk xRay.

AFTER SUBMITTING A CASE

All issues must be escalated through your Technical Account Manager or the Account Executive. In case they are not known to you, please contact Support in order to obtain these details.

Priority of a case is as agreed in the maintenance contract and once set is not editable from the Customer Community end.

If the actual impact on production fits the priority currently set in the case, but there is added urgency due to other reasons, please state these reasons in the case and inform your Technical Account Manager or Account Executive.

If the situation has deteriorated and the current impact on production has changed so that priority must be increased, please state this in the case with details of the change. If the priority needs to be increased to Serious or Critical we recommend calling the Support hotline or opening another case with a higher priority referencing the original.

RESOURCES

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