Raising a support ticket
Need to raise a support ticket? Would like to learn more about our support services? Please see below to learn more.
Updated July, 2026
Strivacity support options
When your customers interact with your brand, Strivacity is often the first experience they have, whether its the login screen or a registration flow. Those aren’t background functions; they are trust moments. Organizations that choose Strivacity understand this, and so do we. That's why we offer one level of support: 🌟 Premium 🌟.
| Offering | 🌟 Premium support 🌟 |
|---|---|
| Support availability | 24x7 |
| Product documentation & best practices | Yes |
| Support SLAs | Premium Support SLAs |
| Methods to open tickets | Slack, phone, email, support website |
| Priority ticket handling (online & phone) | Yes |
Support eligibility
In order to be eligible for our Premium Support offering, you must have a current subscription to our product.
For all support offerings, our technical support team will be provided with read-only access to your environment in order to adequately triage and work tickets through resolution.
Support will be provided for the applicable term dates as defined in the order document.
Severity level definitions
Severity levels are described below:
Severity level | Description | Examples |
|---|---|---|
| Severity 1 | Critical production issue affecting all users with no workaround available. End users are unable to log into any system or application integrated with Strivacity. | End users are unable to log into any system or application integrated with Strivacity. Strivacity is down and not accessible by any users (administrators and end users). |
| Severity 2 | Major functionality is severely impaired. Although operations may continue in a restricted fashion, the ability to use the product has been significantly impaired with no functional workaround possible. | End users are unable to use a subset of Strivacity features. Unable to access a subset of administrative features. |
| Severity 3 | Partial outage, affecting a non-critical aspect of the functionality where a workaround exists or the functionality impacted is not critical. | A subset of users are unable to log into a system or application integrated with Strivacity. The issue is being seen intermittently and it's not possible to reliably replicate the issue. |
| Severity 4 | General usage questions or feature requests | Documentation requests, how-to questions, feature requests. |
Strivacity premium support services
Premium support services are available 24 hours per day, Monday through Sunday, including US holidays, either by telephone, email, or private Slack channel, in accordance with the Service-Level Agreements (SLAs) as outlined below:
| Severity level | 🌟 Premium support first response time 🌟 |
|---|---|
| Severity 1 | 15 minutes |
| Severity 2 | 1 hour |
| Severity 3 | 2 hours |
| Severity 4 | 8 hours |
For Severity 1 issues, you must call the Support Center
The Telephone Support phone number is (844) 782-5486, Option 2.
For Severity 2, 3, or 4 issues, you should submit support tickets via email, our portal, or Slack
Email us at [email protected], open a ticket on our Support Portal, or send a message via your private Slack channel.
When you submit a request, you will be asked to provide your organization name, contact information, and details. Each support ticket will be assigned a unique ticket number.
Actual resolution time will depend on the nature of the ticket and the resolution. A resolution may consist of a fix, workaround, or other solution in Strivacity’s reasonable determination. Reproducible errors that cannot promptly be resolved will be escalated to higher support tiers for further investigation and analysis.