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How to use the Advice Center (content search page)
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|We recommend our Advice Center enterprise search page. Read more about it's features here: Searching with the Ivanti Advice Center|
Online support portal assistance (all regions)
|We recommend using the Support Portal to request a call back (you can choose to be called immediately and wait for the next available engineer or or raise a web request. Watch a video about how this works here: Customer Support Portal|
Assisted phone support is available Monday through Friday, 8:00 a.m. to 8:00 p.m. EDT (GMT -5) except for public holidays. Click here to view Americas holidays.
Europe, Middle East and Africa (EMEA) Support
|Assisted phone support available Monday through Friday, 7:00 a.m. to 6:00 p.m. UK Time (GMT +0) except for public holidays. Click here to view EMEA holidays.|
Asia Pacific (APAC) Support
|Assisted phone support available Monday through Friday, 6:00 a.m. to 7:30 p.m. China Standard Time Zone (UTC +8) except for public holidays. Click here to view APAC holidays.|
Only certain Ivanti Support Programs qualify for 24 hour support access. View the Ivanti Support program details here. You can view your account’s current Ivanti Support Program level on the Ivanti Support Portal via this link.
If your account does qualify for 24 hour support and you have a Severity 1 issue* you can request an urgent call back via the Support Portal using this link. Please ensure you select Severity 1* when completing the Severity field because web case queues for other severities are monitored during business hours only (whereas call backs via the portal are enabled 24 hours for critical situations only).
NOTE: You can also call the local support team via their usual phone numbers (listed above) and the support team will qualify whether your account is able to use the 24 hour service.
*Severity 1 -- Critical" means a support or maintenance incident where, notwithstanding proper installation and use:
(a) a substantial portion of one or more Company Products does not operate and cannot be restarted;
(b) there is an Error in a major program function that renders such major program function completely unusable;
or (c) there is an Error that causes a third-party, mission-critical application to be unstable.
In summary: Severity 1 - Critical" means this is a "lines-down" issue, with significant negative impact to your business.