Customer Support

We’re holding ourselves accountable to the service our customers deserve

For Severity 1 Issues:

US/NA (TOLL-FREE) 1-855-355-PING (7464)

EMEA +44 (0) 808 196 0788

APAC +61 1800370 672

Building a Culture of Service Excellence

Here at Ping, we know that without our customers we wouldn’t exist. Our top-notch, customer-first service approach is an important part of our long-term success. Our customers will tell you that we don’t make promises that we can’t follow through on—we always deliver. It’s that confidence and trust in us that drives our team every single day.

Building a Culture of Service Excellence

At Ping, we know that without our customers, we wouldn’t exist. This is why we put our customers at the heart of everything we do. Our top-notch, customer-first service approach is a major part of our long-term success. Our customers know that we don’t just make promises. They know that we deliver. And it’s that confidence—that trust—that drives and motivates us every single day.

Our Three Tenets of Excellence

To align our service commitments with our customers’ needs, we don’t take a typical approach to customer support. We know that the solutions we have in place are there to accelerate your digital transformation projects. We also understand that this is critical to the success of your business. Therefore, we hold ourselves accountable to these tenets of service excellence:

Customer Satisfaction

Each and every interaction with our support engineers should be of the highest quality throughout the process.

Fast Response Time

We understand that each issue that arises can have a unique impact on business. This requires a strong customer support partner who will act with a sense of urgency.

Severity 1 Restore Time

Unlike typical key support metrics and success factors, we’re intensely focused on restoring your service—not breezing through tickets to meet a quantity metric.

Support Packages

Every customer gets robust support with our “Standard” package. For customers who want tailored options to meet specific SLAs, resolve major incidents, or help with staff turnover, we offer additional support packages.

Download Support Packages Datasheet

Standard, Platinum, and Elite package options.

Services

Standard

Platinum

Elite

Included for
every customer

Contact Sales

24/7 Multi-channel Technical Support
Access to Technical Support via phone and support portal

Software Downloads, Updates and Maintenance
Access to patch

Access to Support Portal, Knowledgebase and Community
Faster response and restore times for support cases

Define Success Metrics
Resources to help you define and track success metrics

On-demand Product Training
Ramp-up new team members and learn about updates

Strategic Visioning Session
Strategy sessions with experts

Enhanced SLA’s
Faster response and restore times for support cases

Support Account Management
A team of advocates to monitor cases and assist with escalations

Technical Account Manager
A cross-functional advisor to aid in your long-term strategy and ROI

Dedicated Support Team
To manage cases and engage engineering when needed

VIP Phone Number
Dedicated number to access senior technical resources

Expedited Support Experience
Jump the queue to accelerate case resolution

We’ve Got Your Time Zone Covered

Our support centers are strategically located in three major metropolitan areas around the world: Denver, London and Melbourne. This allows us to provide global support, 24/7. So even if your employees, partners and customers are all in separate time zones, we’re on call and ready to get you back up and running.

Start Today

Contact Sales

sales@pingidentity.com

See how Ping can help you deliver secure employee, partner, and customer experiences in a rapidly evolving digital world.