EfficientIP Support and Services
Log a case, request a licence, get portal or documentation access, book training, or join the DDI Academy. Everything here is for customers and partners already running SOLIDserver.
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3 open cases in Incident Management · Documentation, patches and downloads available in My EfficientIP
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Five things customers come here to do. Each one says what you need before you start, so you are not part way through a form before you find out.
Log a support case
Report a fault, ask a technical question, or pick up a case that is already open.
You need Your support contract reference.
Request a licence
Request a new SOLIDserver licence, or renew or extend one you already hold.
You need Your serial number, or an existing licence reference.
Request portal or documentation access
Get credentials for the support portal, the product documentation and the release notes.
You need A company email address on an active contract.
Book training
Register for a scheduled SOLIDserver administration or certification course.
You need Nothing. Registration is open.
Join the DDI Academy
Free certification courses, open to anyone, not only to customers and partners.
You need Nothing. Registration is open.
What happens after you submit
Response times
| Severity | First response | Updates | How we reach you |
|---|---|---|---|
| Severity 1 · Production down | Within 1 hour, around the clock | Every 4 hours until service is restored | Phone call from the engineer on the case, plus case updates in the portal |
| Severity 2 · Production degraded | Within 4 business hours | Daily | Case updates in the portal and email |
| Severity 3 · Question or minor issue | Within 1 business day | On each change of status | Case updates in the portal |
If it is urgent
If a case is affecting production and the response has not arrived, escalate it rather than filing a second case. Your account contact and the escalation route are on the case confirmation.
If the first-response target above has passed, reply on the case asking for escalation and the support manager on duty takes it over. Customers with a Technical Account Manager can also call them directly.
DDI Academy
The DDI Academy is a free certification programme. It is open to anyone who wants to understand DDI properly, not only to customers and partners.
Every course is listed here with its level, format and length, so you can tell at a glance whether it is the right place to start.
DDI Fundamentals
DNS Essentials
DHCP and IP Address Management Essentials
DNS Security Threats and Defences
Automating DDI with APIs
Live sessions are registered separately, one per session. There is no single enrolment that covers the whole programme.
Services delivered by our engineers
Advisory and paid engagements rather than tasks you complete on this page. Each one starts with a conversation.
Professional Services
Deployment, migration and integration work delivered by EfficientIP engineers and selected partners. Worth asking about when a migration has a date attached and your own team is committed elsewhere.
Technical Account Management
A named technical contact for your account.
A one-year subscription open to every customer, in four tiers from Silver to Diamond. All tiers include a designated representative inside EfficientIP, regular case and bug-fix reviews (quarterly at Silver, weekly at Platinum and Diamond), service reviews, faster access to subject-matter experts and best-practice recommendations. Platinum adds on-site reviews and an annual software health check; Diamond adds beta access and a training subscription.
DNS Risk Assessment and DNS Security Audit
An assessment of what your current resolvers are seeing, and what is getting through them. Both begin with a request, and an engineer picks it up from there.
Looking for something else?
If you are evaluating EfficientIP rather than running it, the product pages are the better starting point. The forms above all assume an existing contract, so none of them will get you very far. Partners have their own portal.
Still stuck?
If none of the above covers it, contact the support team directly and someone will route it for you. If your case is already open, the incident tracker is the faster route.