{"id":183267,"date":"2021-08-06T14:13:26","date_gmt":"2021-08-06T18:13:26","guid":{"rendered":"https:\/\/www.cyberark.com\/services-support\/technical-support-faq\/"},"modified":"2021-08-06T14:13:26","modified_gmt":"2021-08-06T18:13:26","slug":"technical-support-faq","status":"publish","type":"page","link":"https:\/\/www.cyberark.com\/zh-hant\/services-support\/technical-support-faq\/","title":{"rendered":"Technical Support FAQ"},"content":{"rendered":"

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TECHNICAL SUPPORT FAQ<\/h1>\n

CyberArk Technical Support team is here to help our customers and partners.<\/h2>\n

[\/vc_column_text][vc_btn title=”Technical Community” style=”custom” custom_background=”” custom_text=”” shape=”square” link=”url:https%3A%2F%2Fcyberark-customers.force.com%2Fs%2F|target:_blank” el_class=”cybv2-button-solid”][vc_column_text el_class=”link-arrow-right”]Download Guide<\/a><\/i>[\/vc_column_text][\/vc_column][vc_column width=”1\/2″ el_class=”column-2″][vc_column_text]\"Technical[\/vc_column_text][\/vc_column][\/vc_row][vc_row full_width=”stretch_row” equal_height=”yes” content_placement=”middle” el_class=”cybv2 cybv2_sticky_mobile” css=”.vc_custom_1624459892520{background-color: #f7f7f7 !important;}”][vc_column width=”1\/4″][vc_column_text el_class=”sticky-mobile-title”]<\/p>\n

<\/i>TECHNICAL SUPPORT FAQ<\/h3>\n

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Jump to<\/i><\/h5>\n

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COMMON TOPICS<\/h4>\n

[\/vc_column_text][vc_raw_html el_class=”sticky-nav-accordion-left”]JTNDZGl2JTNFJTBBJTNDYSUyMGhyZWYlM0QlMjIlMjNhY2MxJTIyJTNFVGVjaG5pY2FsJTIwU3VwcG9ydCUyMEFjY2VzcyUzQyUyRmElM0UlM0NiciUzRSUwQSUzQ2ElMjBocmVmJTNEJTIyJTIzYWNjMiUyMiUzRUNvbnRhY3QlMjBUZWNoJTIwU3VwcG9ydCUzQyUyRmElM0UlM0NiciUzRSUwQSUzQ2ElMjBocmVmJTNEJTIyJTIzYWNjMyUyMiUzRVRlY2glMjBTdXBwb3J0JTIwQ2FzZSUyMENsYXNzaWZpY2F0aW9uJTNDJTJGYSUzRSUzQ2JyJTNFJTBBJTNDYSUyMGhyZWYlM0QlMjIlMjNhY2M0JTIyJTNFT3BlbmluZyUyMGElMjBTdXBwb3J0JTIwQ2FzZSUzQyUyRmElM0UlM0NiciUzRSUwQSUzQ2ElMjBocmVmJTNEJTIyJTIzYWNjNSUyMiUzRUN5YmVyQXJrJTIwVGVjaG5pY2FsJTIwQ29tbXVuaXR5JTNDJTJGYSUzRSUzQ2JyJTNFJTBBJTNDYSUyMGhyZWYlM0QlMjIlMjNhY2M2JTIyJTNFR2xvYmFsJTIwVGVjaCUyMFN1cHBvcnQlMjBCdXNpbmVzcyUyMEhvdXJzJTNDJTJGYSUzRSUzQ2JyJTNFJTBBJTNDYSUyMGhyZWYlM0QlMjIlMjNhY2M3JTIyJTNFT3RoZXIlMjBDeWJlckFyayUyMFJlc291cmNlcyUzQyUyRmElM0UlM0NiciUzRSUwQSUzQyUyRmRpdiUzRQ==[\/vc_raw_html][\/vc_column][\/vc_row][vc_row][vc_column offset=”vc_col-md-offset-4 vc_col-md-8″][vc_raw_html]JTNDYSUyMGNsYXNzJTNEJTIyYW5jaG9yJTIyJTIwbmFtZSUzRCUyMmFjYzElMjIlM0UlM0MlMkZhJTNF[\/vc_raw_html][\/vc_column][\/vc_row][vc_row el_class=”cybv2 accordion cybv2-pad-top acc1″][vc_column offset=”vc_col-md-offset-4 vc_col-md-8″][vc_column_text el_class=”heading”]<\/p>\n

TECHNICAL SUPPORT ACCESS<\/h3>\n

Full access users are authorized to work with CyberArk\u2019s Technical Support team.[\/vc_column_text][vc_tta_accordion shape=”square” color=”white” c_icon=”” active_section=”1″][vc_tta_section title=”Become a full Access User” tab_id=”become”][vc_column_text]To become a full access user, you must be trained on our product(s), have access to the product and logs and have an active maintenance contract.<\/p>\n

Please contact our Users\u2019 Access team to become a full access user and update the list of your Support Contacts.<\/p>\n

Contact: users.access@cyberark.com<\/a>.<\/p>\n

Recommended trainings are in the table below:<\/p>\n\n\n\n\n\n\n\n\n\n
<\/td>\n<\/td>\n<\/tr>\n<\/thead>\n
Privilege On-Premises<\/td>\nCyberArk Privilege Self-Hosted Administration<\/a><\/td>\n<\/tr>\n
Privilege Cloud<\/td>\nCyberArk Privilege Cloud Administration<\/a><\/td>\n<\/tr>\n
Endpoint Privilege Manager (EPM)<\/td>\nCyberArk EPM Fundamentals<\/a><\/td>\n<\/tr>\n
Conjur Enterprise<\/td>\nConjur Fundamentals<\/a><\/td>\n<\/tr>\n
Credential Providers<\/td>\nCyberArk Credential Providers Fundamentals<\/a><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”Partner Organization Tech Support Access” tab_id=”partner-organization-tech-support-access”][vc_column_text]For partner organizations providing services to customers, Defender Certification<\/a> is required in order to become a full access user.<\/p>\n

Please contact your designated channel manager for more information regarding the defender certification.[\/vc_column_text][\/vc_tta_section][\/vc_tta_accordion][\/vc_column][\/vc_row][vc_row][vc_column offset=”vc_col-md-offset-4 vc_col-md-8″][vc_raw_html]JTNDYSUyMGNsYXNzJTNEJTIyYW5jaG9yJTIyJTIwbmFtZSUzRCUyMmFjYzIlMjIlM0UlM0MlMkZhJTNF[\/vc_raw_html][\/vc_column][\/vc_row][vc_row el_class=”cybv2 accordion cybv2-pad-top acc2″][vc_column offset=”vc_col-md-offset-4 vc_col-md-8″][vc_column_text el_class=”heading”]<\/p>\n

CONTACT TECH SUPPORT<\/h3>\n

CyberArk classifies support issues using four categories: Critical, Serious, Moderate and Minor.<\/p>\n

To ensure the fastest and appropriate response to Critical and Serious issues please contact us through the Technical Community<\/a> or by Phone.<\/p>\n

Learn more on how CyberArk classifies technical support issues through the CyberArk Technical Support Guide<\/a>.[\/vc_column_text][vc_tta_accordion shape=”square” color=”white” c_icon=”” active_section=”1″][vc_tta_section title=”Technical Community” tab_id=”tech-community”][vc_column_text]Login to the portal and use the Case Tab to submit an issue.[\/vc_column_text][vc_column_text el_class=”link-arrow-right”]Login<\/a><\/i>[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”Email Support Team” tab_id=”email-support”][vc_column_text]Please use email for low priority communications as these cases will be classified with Minor priority until a member of the Technical Support Team has a chance to review them.[\/vc_column_text][vc_column_text el_class=”link-arrow-right”]Contact<\/a><\/i>[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”Call CyberArk Support” tab_id=”call-cyberark”][vc_column_text]For urgent issues please call:<\/p>\n

Americas: +1-844-537-7700
\nEMEA: +44-800-0668865
\nAPJ: +65-6460-4254
\nIsrael: +972-3-9180011
\nAustralia: +61-1800-290865[\/vc_column_text][\/vc_tta_section][\/vc_tta_accordion][\/vc_column][\/vc_row][vc_row][vc_column offset=”vc_col-md-offset-4 vc_col-md-8″][vc_raw_html]JTNDYSUyMGNsYXNzJTNEJTIyYW5jaG9yJTIyJTIwbmFtZSUzRCUyMmFjYzMlMjIlM0UlM0MlMkZhJTNF[\/vc_raw_html][\/vc_column][\/vc_row][vc_row el_class=”cybv2 accordion cybv2-pad-top acc3″][vc_column offset=”vc_col-md-offset-4 vc_col-md-8″][vc_column_text el_class=”heading”]<\/p>\n

TECH SUPPORT CASE CLASSIFICATION<\/h3>\n

The severity of support cases are divided into four categories: Critical, Serious, Moderate and Minor.[\/vc_column_text][vc_tta_accordion shape=”square” color=”white” c_icon=”” active_section=”1″][vc_tta_section title=”Critical – A down situation, where a customer organization is unable to do production work, and a work-around
\nis not available” tab_id=”critical”][vc_column_text]We assign Critical priority to cases where users are not able to log into the system, access credentials or systems managed by CyberArk\u2019s product at scale, or elevate privileges at scale<\/p>\n

Examples of support cases categorized as critical:<\/p>\n