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.

Scroll sideways

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

Best-In-Class Solutions

Quick & Efficient

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.