Overview

Pulse Secure Support helps you maintain your Secure Access Solution and provides rapid response for issue resolution. Our support centers are conveniently located in APAC, EMEA, and North America to provide local language support to customers and partners globally.

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 Support

Pulse Secure Gold Support includes anytime, any day access to our Global Support Centers by phone or online. Our Gold Support includes access to Online Tools, Knowledge Base, Forums, Technical Document Library, Onboarding and Configuration Support for PZTA, Maintenance Window Coverage, Software Updates, Security Vulnerability Notifications, and In-depth Root Cause Analysis on any issue to meet your support needs.

In addition, you can choose one of our expedited hardware replacement options including Same Day, Same Day with On Site Technician, Next Day, and Next Day with On Site Technician. Together, these preventive services protect your solution and help you avoid issues during maintenance windows.

Platinum Support

Pulse 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.

Platinum support also includes proactive threat notifications, Quarterly Business Reports, and Product Issues Impact Review that provide you valuable insights into your deployment and help you prevent issues before they occur.

In addition, you can choose one of our expedited hardware replacement options including Same Day, Same Day with On Site Technician, Next Day, and Next Day with On Site Technician.

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 Services

Our 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:

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 Support

You 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 Support

You 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