Customer Care
Your success, assured with Ping’s Customer Care service offerings
Your Success Is Our Commitment
At Ping Identity, our Customer Engagement Model (CEM) isn’t just a framework. It’s a continuous promise. From day one of your identity journey, we’re in it with you, turning plans into progress and goals into lasting impact. With proven best practices and measurable results at every stage, we keep you moving forward, maximizing value and expanding what’s possible.
Your Success Is Our Commitment
At Ping Identity, our Customer Engagement Model (CEM) isn’t just a framework. It’s a continuous promise. From day one of your identity journey, we’re in it with you, turning plans into progress and goals into lasting impact. With proven best practices and measurable results at every stage, we keep you moving forward, maximizing value and expanding what’s possible.
Your Success, Assured with
Ping’s Customer Care Teams
We believe your identity program's initial and ongoing success is our joint responsibility. Our Customer Care organization is made up of several teams that provide the support you need to achieve your desired outcomes at each step of maturity in your identity journey.
Get Identity Projects Off the Ground Successfully
Get quick wins with initial use cases of your identity technology, mitigate business risk, and see value early in your journey with quick wins and by tracking success and milestones.
Get the Immediate Hands-On Assistance You Need
Identity is mission-critical to your organization and up-time is everything; your users cannot be locked out and you need a straight path to a fast resolution.
Maintain and Mature Your Identity Program Long-Term
Despite internal turnover and varying levels of IAM and IGA expertise, your investments in identity technology are future proof and your organization remains secure.
Recognized by Gartner. Proven by Those Who Trust Us.
For the 9th year in a row, Ping Identity was named a Gartner® Magic Quadrant™ Leader. We believe our top-right placement this year shows that when it comes to scaling secure, seamless digital experiences, we deliver.
Success is the Only Option
We don’t take any chances with our customer’s success. We require and surround our customers with services from specialized, expert Customer Care teams to ensure best practices and rapid, concrete success at every step of the digital identity transformation journey.
Your Agreement with Ping Will Include By Default:
Customer Care Package
A Customer Care package at the level appropriate for your identity investment that delivers you Customer Support and Customer Success, plus discounts on Training & Professional Services.
Training
Two All Access Training subscriptions with on-demand exercise videos, student guides, course workbooks, virtual exercises, plus live, public instructor-led courses and more.
Professional Services
Required Professional Services packages based on whether you are leading your own implementation or if you’re using the services of a Delivery Approved implementation partner.
These services are table stakes for ensuring your success. For further information about all service offerings available from each team, see below.
Training
Empower and Ensure Your Team’s Expertise
You want knowledge to confidently configure, customize, and roll out your identity services to your organization. Our comprehensive, hands-on Training service offerings provide a holistic approach to skill development in administering Ping Identity technologies, and in various formats, recognizing that individuals learn in diverse ways.
Take your learning to the next level beyond the basics with on-demand exercise videos, student guides, course workbooks, virtual exercises, plus live, public instructor-led courses. Each All Access Training Subscription provides one member of your organization unlimited access, and includes two practice certification exam vouchers and two certification vouchers so you can attest to your mastery and unlock new opportunities with confidence.
Depending on which Customer Care package you are matched with, you may be entitled to discounts on Two (2) All Access Subscriptions.
Live classes offer dynamic interaction, real-time Q&A and personalized feedback, catering to different learning styles. Register for a public event on our course calendar or request a private event to foster a sense of community and deeper understanding among your team.
Quickly gain a solid foundation on essential administration skills with free, basic access to all Essentials courses and On-Demand courses, including Foundations and Deep Dives.
Want to test and prove your expertise? It’s essential to prevent security vulnerabilities due to human error and misconfiguration. Gain confidence and reassurance in your skills in installing, configuring, administering, troubleshooting, and maintaining Ping Identity components with a set of certification exams.
After passing certification exams, Ping issues digital badges as visible, tangible proof of an administrator’s skills. This helps you quickly assess and confirm the level of expertise available on your team, motivates your team with career development opportunities, and makes it easier to spot candidates in the job market with the right qualifications to bring onto your team.
Training
Empower and Ensure Your Team’s Expertise
You want knowledge to confidently configure, customize, and roll out your identity services to your organization. Our comprehensive, hands-on Training service offerings provide a holistic approach to skill development in administering Ping Identity technologies, and in various formats, recognizing that individuals learn in diverse ways.
All Access Training Subscriptions
Take your learning to the next level beyond the basics with on-demand exercise videos, student guides, course workbooks, virtual exercises, plus live, public instructor-led courses. Each All Access Training Subscription provides one member of your organization unlimited access, and includes two practice certification exam vouchers and two certification vouchers so you can attest to your mastery and unlock new opportunities with confidence.
Depending on which Customer Care package you are matched with, you may be entitled to discounts on Two (2) All Access Subscriptions.
Public & Private Training Events
Live classes offer dynamic interaction, real-time Q&A and personalized feedback, catering to different learning styles. Register for a public event on our course calendar or request a private event to foster a sense of community and deeper understanding among your team.
On-Demand Product Training
Quickly gain a solid foundation on essential administration skills with free, basic access to all Essentials courses and On-Demand courses, including Foundations and Deep Dives.
Certifications
Want to test and prove your expertise? It’s essential to prevent security vulnerabilities due to human error and misconfiguration. Gain confidence and reassurance in your skills in installing, configuring, administering, troubleshooting, and maintaining Ping Identity components with a set of certification exams.
Badging
After passing certification exams, Ping issues digital badges as visible, tangible proof of an administrator’s skills. This helps you quickly assess and confirm the level of expertise available on your team, motivates your team with career development opportunities, and makes it easier to spot candidates in the job market with the right qualifications to bring onto your team.
Professional Services
Deliver Quick Wins and Sustainable Return on Investment
Digital transformation is a complex challenge. You need your people, processes and technology for digital identity to get up-to-speed quickly, execute on best practices, and mature to stay ahead of threats. Partnering with Ping’s Professional Services to lay a strong foundation and make progress on your roadmap helps you mitigate risk, achieve faster time to value, and bring your digital transformation goals to life.
Depending on which Customer Care package you are matched with, you may be entitled to discounts on Professional Services packages.
Customer Support
Get the Immediate, Hands-On Assistance You Need to Restore Your Service
Depending on your Customer Care package level (Base, Select, Premium, or Elite), these services are available from Customer Support.
Multi-Channel Tech Support
Severity-based SLAs
Support account management
Dedicated support team
Technical account manager (TAM)
VIP phone number
Expedited support experience
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 has a business impact that requires a strong customer support partner who acts 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.
Time Zone
Coverage
Our support centers are strategically located in major metropolitan areas around the world, so we can provide global support, 24/7. We’re here to get you back up and running.
Customer Support
Get the Immediate, Hands-On Assistance You Need to Restore Your Service
Depending on your Customer Care package level (Base, Select, Premium, or Elite), these services are available from Customer Support.
Multi-Channel Tech Support
Severity-based SLAs
Support account management
Dedicated support team
Technical account manager (TAM)
VIP phone number
Expedited support experience
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 has a business impact that requires a strong customer support partner who acts 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.
Time Zone
Coverage
Our support centers are strategically located in major metropolitan areas around the world, so we can provide global support, 24/7. We’re here to get you back up and running.
Customer Success
Achieve Your Goals
Depending on your Customer Care package level (Base, Select, Premium, or Elite), the following services are available from Customer Success.
Named Customer Success Manager
Pulse Cadence
Success/Milestone Alignment
Executive Business Review
Innovation & Roadmap Sessions
Value Unlock Forum
Start Today
Contact Sales
See how Ping can help you deliver secure employee, partner, and customer experiences in a rapidly evolving digital world.