How to: Contact Ivanti Support

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    Online support portal assistance (all regions)

    We recommend using the Support Portal to log a case or request a call back (you can choose to be called immediately and wait for the next available engineer.  Watch a video about how this works here: Support Portal Quick Start Guide
    • You can raise a support case for the support teams or connect directly with us on the phone using our callback feature through the Support Portal.  Support Portal

    Americas Support

    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.
    • Recommended: Support portal
    • For phone support please call the country number below. For phone menu options please see: Phone menu navigation
      • UK: +44 1925358112
      • France: +33 176400193
      • Germany: +49 6996758625
      • Netherlands: +31 738080114

    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.
    • Recommended: Support portal
    • For phone support please call the country number below. For phone menu options please see: Phone menu navigation
      • Australia: +61 286078037
      • China:  108001402489 (South) or 108007142471 (North)

     

    24 Hour Support

     

    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 call the local support team via their usual phone numbers (listed above) or 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: The support team will validate that your account is entitled to use the service, the business impact of the issue and qualify that it warrants for assistance to take place outside of business hours.

     

    *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.