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How to Get Support

Contact Technical Support if you need assistance with a Privacera product. Support is available through various channels:

  • Privacera Support Portal: Log a ticket (registration required).
  • Phone: 1-888-768-9054 (toll-free) or 1-510-751-1852 (international).

Set Up a Privacera Support Portal Account

  1. Request an account by calling Privacera or emailing support@privacera.com.
  2. Follow the instructions in the email invitation from Zendesk to create your account.
  3. Note your login credentials and bookmark the login page.

Create Tickets

  1. From the Privacera Support portal home page, click Submit a request.
  2. Enter the required ticket information:
    • Privacera Deployment Platform: Select your environment.
    • Privacera Version: The software version running on your system.
    • Ticket Severity: Describes the impact of the issue:
      • Severity 1 (Urgent): Critical application or service functionality is non-operational. No workaround available. (Production installations only.)
      • Severity 2 (High): Critical application or service functionality is semi-operational, impacting business-critical operations. May or may not have a workaround.
      • Severity 3 (Normal): Issues including user interface assistance, configuration assistance, deployment assistance, and application upgrades.
      • Severity 4 (Low): Low-risk issues or requests for information that don't impact the business.
  3. Click Submit. The system sends status updates via email when you create or update a ticket.

View Your Tickets

On the portal home page, click your user name and select My activities. You will see:

  • Id: System-generated ticket number.
  • Status: The state of the ticket.
  • Support Assignee: The support engineer assigned to your ticket.
  • Priority: Mapped to ticket severity:
    • Urgent: S1.
    • High: S2.
    • Normal: S3.
    • Low: S4.

Support Ticket Lifecycle

A ticket progresses through these phases:

  • New: Initial state when you create a ticket.
  • Open: A support agent is assigned.
  • Awaiting your reply: The agent needs more information.
  • Solved: The agent has resolved the issue.
  • Closed: Seven days after a ticket is set to Solved, the user can no longer update or post new comments. A link to create a follow-up ticket is available if needed.

PrivaceraCloud - Remote Access Support

This feature allows Privacera Support to provide assistance by accessing your account as an authorized user, with the same role as the authorizing user. Privacera Support will not view or access information in individual accounts unless requested. For configuration changes or policy definitions, administrators may enable time-limited remote access by requesting a token, valid for 24 hours and revocable at any time.

Steps to Initiate Remote Access:

  1. Open the username menu (upper right navigation bar).
  2. Under "Need Help?", click Contact Privacera Support.
  3. Click GENERATE TOKEN FOR PRIVACERA SUPPORT.
  4. Provide the six-digit support token to Privacera Support securely.
  5. The username menu updates to show a support token is active, with options to Terminate or Show Token List.
  6. Use Terminate to revoke the token at any time.
  7. Show Token List displays active and inactive tokens, allowing you to revoke any active tokens.

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