Support plans

SSH.COM support plans

From the inventors of Secure Shell

Support services for enterprises, state/federal organizations and our free software users

We offer three levels of support service to guarantee fast set up, smooth onboarding and zero disruption, regardless of the size of the customer organization. Our technical team has worked in operations, engineering and as security experts at some of the largest enterprises in the world.

For users of PrivX Free software, we have a dedicated community on Slack, where SSH.COM experts and fellow users are on hand to assist.

Join the PrivX Free Slack community

Compare SSH.COM enterprise support plans

Standard

8x5 online web support during business hours
< 2 business day first response time goal for critical issues
< 5 business day first response time goal for non-critical issues
2 customer support contacts per organization

Premium 8x5

Everything in Standard, plus:

8x5 phone support during business hours
< 4 business hour first response time goal for critical issues
< 2 business day first response time goal for non-critical issues
6 customer support contacts per organization

Premium 24x7

Everything in Standard and Premium 8x5, plus:

24x7 phone support anytime, anywhere
< 4 hours first response time goal for critical issues
< 24-hour first response time goal for non-critical issues

Responsive global support services

Software maintenance and upgrades

All our support plans have defined Service Level Sgreements (SLAs) and include software maintenance. We pride ourselves on our reputation for high-quality, responsive support. The latest releases, minor updates and major version upgrades are available for download from your Customer Download Center.

Support for free SSH.COM software

Support services for free versions of SSH.COM software (e.g. PrivX Free) include access to a download center, FAQ and knowledge base articles, online manuals and community-based online support (via a Slack channel). While community online support is based on the community’s ability to support each other, SSH.COM personnel will monitor the channel and answer questions periodically. Join the PrivX community Slack channel here >

PrivX Free users looking for enhanced support can upgrade their plan to include SSH.COM Standard or Premium support options in the online shop. You can also contact enterprise sales.

SSH key management services

Our Professional Services division works with major enterprises to assess risk and compliance in vast SSH key environments and bring legacy SSH keys under control. We also help customers transition to the cloud and handle access management in hybrid and multi-cloud environments. For more information, see our professional services offerings.

For any other enquiries, such as help with support credentials or your support status, please use our contact form. We are always happy to help.

Welcome

SSH.COM is one of the most trusted brands in cyber security. We help enterprises and agencies solve the security challenges of digital transformation with innovative access management solutions.

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