Customer Success and Support
We are committed to helping our customers get the most out of Silverfort. Throughout your journey with us, our expert Customer Success team will be your trusted advisors. Our success packages are tailored to meet the complexities of your environment and the business and technical outcomes that matter to you.
Features
Standard
Premium*
Diamond*
Onboarding
Kickoff Call
✓
✓
✓
Sizing & Architecture
✓
✓
✓
Deployment
MFA for 2 use cases
Personalized
Personalized
Training
Silverfort Academy
Silverfort Academy
Silverfort Academy & Custom Training
Business Outcome Alignment
Once during onboarding
Semi-Annual
Quarterly
Support
Coverage
Standard Business Hours (P1 24×7)
Standard Business Hours (P1 24×7)
Standard Business Hours (P1 24×7)
Support Method
Email, online
Email, phone, online
Email, phone, online
Priority Case Assignment
✓
Support Portal (Knowledge Base, Case Submissions)
✓
✓
✓
P1 Response Time 24×7
2hr
2hr
1hr
P2 Response Time
10hr
8hr
6hr
P3 Response Time
2 days
24hr
12hr
P4 Response Time
5 days
3 days
24hr
Account Resources
Customer Success Services
Shared Resource
Named Customer Success Manager
Named Customer Success Manager
Technical Resource
Shared Resource
Named Customer Success Manager
Named Customer Success Manager
Engagement with Success Manager
Every other week
Account Services
Exclusive Enhancements
✓
Customized Workshops: policies, service accounts, reporting
✓
Annual Health Check
✓
Operational & Maintenance Communication
✓
✓
✓
Businesss Review
Semi-annual
Quarterly
Product Roadmap Sessions
Cohort webinars
Yearly
Yearly
Threat Hunting
Add-on
Add-on
Add-on
*Premium & Diamond Services – delivered via Silverfort only
Benefits of Diamond Services
Our Identity Security Alliance brings together next-gen technology partners to develop and deliver comprehensive, end-to-end security integrations with Silverfort that can dynamically adapt to evolving identity infrastructures.
Expert Guidance
- Policy creation
- Tuning
- Custom reports
- Weekly project calls
- Health checks
Best-In-Class Solutions
- Case prioritization
- Accelerated SLAs
Quick & Efficient
- Knows your environment
- Named CS manager
- Named CS specialist
Customer Support Portal
With global 24/7 support coverage for all P1 issues and response times within 2 hours, you can be assured that your unique security needs will be met no matter where you are in the world. If you need to raise a support ticket, please visit our Customer Support Portal. If you are an existing customer and do not have access to the portal, please contact [email protected] to get access.
Silverfort Academy
Discover Silverfort on your own timeline through our exclusive Academy. Designed to guide you through every step of your journey with us, from onboarding to leveling up your identity protection, you can browse customer workshops, how-to videos, and much more. Included in the Academy is our free-of-charge Silverfort Certification Program, which covers a tailored learning path through self-paced courses, interactive hands-on labs, and dynamic live training sessions conducted by Silverfort experts.
Silverfort's Documentation Center
Access all technical documentation, including release notes, product notes, technical specs and more, through our Documentation Center. All registered Silverfort users can access the center by logging in via the button below. If you are an existing customer and do not have access to the documentation center, please contact [email protected] or [email protected] for assistance.
Silverfort Trust Center
We are committed to absolute transparency in helping our customers assess the risks associated with our company and product. Silverfort Trust Center is the one-stop third-party diligence and risk management site for customers and prospective buyers of Silverfort. This portal includes many key artifacts, including audit reports and certifications along with pre-filled SIG and CAIQ questionnaires for your consumption. If you don’t find what you are looking for here, our security and risk management team is ready and willing to help answer any questions you may have as you consider Silverfort, our controls, and our product.