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Technical Support FAQ
For CyberArk Customers:
We hope your CyberArk solutions are running smoothly and helping protect your organization’s environment. If you run into any issues, our Customer Support team is ready to assist.
To contact Support, you’ll need an active subscription and administrator access to your CyberArk software, including its settings and logs.
If you don’t already have access, start by registering for the CyberArk Community using your work email. Once your account is created, ask a colleague with existing access to submit a request granting you Advanced Access.
Alternatively, you can email the User Access Team at users.access@cyberark.com to request Advanced User privileges.
We recommend that Advanced Users complete the following training:
| Privilege Cloud | Privilege Cloud Deployment and Administration |
| Self-Hosted Privilege Access Manager | Privileged Access Management (PAM) Administration |
| Endpoint Privilege Manager (EPM) | Endpoint Privilege Manager (EPM) Administration |
| CyberArk Identity | Introduction to CyberArk Identity Administration |
| Machine Identity Security | Certificate Manager, Self Hosted Certificate Manager, SaaS |
| Secrets Manager, Self-Hosted (formerly Conjur Enterprise) | Secrets Manager, Self-Hosted Fundamentals |
| Credential Providers | Credential Provider (CP) Administration |
For CyberArk Partners:
To access Customer Support, Partner organization members must have a current Certified Delivery Engineer (CDE) certification. For more information, please visit the CDE Certification page in CyberArk University (login required) https://training.cyberark.com/pages/43/home.
There are two ways to contact customer support:
1. Online (preferred)
Submit a case through Services Hub in the CyberArk Community at: Login
2. Phone
For critical and urgent issues, call Customer Support.
1. Online (preferred)
Please open a support case through the Services Hub in the CyberArk Community. This lets you set the case priority, based on business impact, and includes all the details our Customer Support engineers need to resolve your issue quickly.
In the Services Hub, you can also manage your open cases, communicate directly with Support engineers, browse the Knowledge Base, and more.
2. Case Priority and SLAs:
| Priority | Definition | Action | Standard | Premium | Platinum |
| Critical | System down, no production work can be done | Work continuously until the problem is fixed | Initial response: 2 hours | Initial response: 1 hour | Initial response: 30 minutes |
| Serious | Major product function is unusable, but the customer can do some production work | Work continuously through business hours | Initial response: 4 business hours | Initial response: 2 hours | Initial response: 1 hour |
| Moderate | Loss of functionality that does not seriously affect Customer’s operations or schedules | Based on Priority | Initial response: 6 business hours | Initial response: 4 business hours | Initial response: 2 business hours |
| Minor | Informational requests | Based on Priority | Initial response: 12 business hours | Initial response: 8 business hours | Initial response: 4 business hours |
Access knowledge articles, security bulletins, and troubleshooting guides, and collaborate with other CyberArk customers in the Community at https://community.cyberark.com.