Pulse Secure Support is available 24 hours a day, seven days a week, 365 days a year. We provide the industry's fastest response time for P1 cases. In addition, we empower customers to escalate issues to our global management team from a single click on our support site.
We offer different levels of support based on your needs and the complexity of your Secure Access deployment.
Gold SupportPulse Secure Gold Support includes anytime, any day access to our Global Support Centers by phone or online. Our Gold Support includes access to Pulse Secure Knowledge Base, Forums, Technical Document Library, Software Updates, and other support tools. As a Gold Support customer, you also get Return to Factory (RTF) Return Material Authorization (RMA) Service for hardware failures for one year, Maintenance Window Coverage, and In-depth Root Cause Analysis on any issue. You can upgrade your RMA service to Same Day or Next Business Day Delivery. Together, these preventive services protect your deployment and help you avoid issues during maintenance windows.
Platinum SupportPulse Secure Platinum Support includes all the services in the Gold Support tier. As a Platinum Support customer, you will also get skip-tier-support with direct access to our expert team. This means that a dedicated team of senior engineers will handle all your support cases. In addition, you will get faster response times on any case. Our Platinum Support includes Return to Factory (RTF) Return Material Authorization (RMA) Service for hardware failures, Health Check Analysis, Quarterly Business Reviews, and Product Issues Impact Review that provide you valuable insights into your deployment and help you prevent issues before they occur. You can upgrade your RMA service to Same Day or Next Business Day Delivery.
Fast, Global Return Materials Authorization (RMA)Pulse Secure RMA services provide expedited hardware replacement to enable a rapid replacement of defective hardware and to minimize down time. Our RMA options include Same Day or Same Day with onsite installation engineer, Next Day or Next Day with onsite installation engineer, and Return to Factory (RTF). Our hardware depots are strategically located in APAC, EMEA, North America, and South America to enable expedited RMA services to customers and partners globally.
Support Add-On ServicesOur add-on services offer additional services to meet the specific needs of your business. Some add-On services are included in the Platinum Support tier.
Pulse Secure Support Add-on services include:
- Customer Success Manager (CSM) Learn More
- Deployment Support Account Manager (DSAM) Learn More
- Customer Success Manager - Lite (LCSM) Learn More
- Product Issues Impact Review (included in Platinum) Learn More
- US Citizen Support Learn More
- Keep Your Hard Drive Service Learn More
- Resident Engineer Learn More
Partner Branded Support (PAR)Connect Now Partners of Pulse Secure that meet specific requirements are able to join the Support Now Partner Program, that allows them to sell Partner Branded Support (PAR skus). This program validates that the partner can provide level zero to level two technical support. The partners in the Support Now Program, that sell PAR Support and are responsible for providing support to their end customer.
Customers who have purchased Partner Branded Support (PAR skus) will contact their partner when they need to open a support case instead of contacting Pulse Secure. The Support Now Partner will resolve the customer’s case, and if necessary, the Support Now Partner will escalate the case to Pulse Secure Support on behalf of the customer.
Pulse Secure Support will refer Customers who have purchased Partner Branded Support to their respective Support Now Partner.
Phone SupportYou can contact Pulse Secure support by phone at 1 (844) 751-7629 (toll free, US) or using one of our regional phone toll free numbers.
Online SupportYou can also contact Pulse Secure support through our Customer Support Center.
Global Support Centers• Global Escalation Center
- San jose, USA
- Westford, USA
- Amsterdam, EMEA
- Bangalore, APAC
• Global Support Center
- Chennai, APAC
- Dalian, APAC
- Wroclaw, EMEA