Support Services

Flexible support tiers let you choose the right level

Get Access to Experts When You Need Them.

ForgeRock is built on a foundation of customer satisfaction and happiness. We understand how crucial our Digital IAM platform is to your business, so we’ve built a support organization optimized for customer success. Our Global Support Services enables you to  reach experts who can resolve your issues quickly and efficiently.

Here are a few features that empower us to provide superior service:

  • Global 24/7 support, staffed in your local time zone.

  • Business review and strategic planning to ensure product roadmap aligns with your priorities.

  • A flat structure staffed by development engineers.

  • Co-located support and engineering teams for maximum issue resolution.

  • Support staff evaluated on customer satisfaction, not ticket throughput.

  • Different tiers of support to give you flexibility in investment.

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Gold Level

  • Bug fixes and ongoing enhancements.

  • 24 X 7 web-based support.

  • 24 X 7 email-based support.

  • 24 X 7 phone escalation.

  • 10 designated support contact accounts.

  • Business review and strategic planning.

Get Support
Silver Level

  • Bug fixes and ongoing enhancements.

  • 24 X 7 web-based support.

  • 24 X 7 email-based support.

  • 12 X 5 phone escalation.

  • 5 designated support contact accounts.

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Bronze Level

  • Bug fixes and ongoing enhancements.

  • 12 X 5 web-based support.

  • 12 X 5 email-based support.

  • 8 X 5 phone escalation.

  • 2 designated support contact accounts.

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