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ForgeRock Identity Platform
ForgeRock Identity Cloud

Getting started with ForgeRock Support

Last updated Aug 16, 2021

The purpose of this article is to provide links to articles in the Knowledge Base that cover different aspects of ForgeRock Support and BackStage in a single reference to help you to quickly get started with ForgeRock Support, including checking you are supported, using the knowledge base, raising a ticket and sending data for troubleshooting. Additionally, information is also given on subscriptions, administering your account, using BackStage and downloading software.


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Getting started with ForgeRock Support

Here are some articles you should read to get you started with ForgeRock Support:

Article Description
Logging in to ForgeRock services This article describes how to authenticate to ForgeRock services with your BackStage account. A BackStage account is needed for various ForgeRock services such as product support and downloads.
Getting access to product support This article describes how customers can gain access to subscription content, including accessing your subscription and verifying your business email address in order that you can access subscription content.
Administering Subscriptions This article describes how subscription administrators can manage the members of their organization in BackStage. It is the subscription administrator's responsibility to administer subscriptions and provide access to relevant users; support tickets can only be raised by those users who have been added to the subscription.
Contacting ForgeRock support This article provides information on contacting ForgeRock support by raising a ticket online (preferred) or by telephone. If you have a P1 (Urgent) issue such as a Production system down, please raise a ticket first and then, if required, you can call one of our worldwide support telephone numbers listed in the article to escalate. Before you call, please have your ticket number ready. 
Using the ForgeRock Knowledge Base The purpose of this article is to provide information on using the ForgeRock Knowledge Base. The ForgeRock Knowledge Base is designed to help you use ForgeRock products more effectively.
Best practice for raising an Identity Cloud ticket with ForgeRock Support The purpose of this article is to provide information on raising a ticket with ForgeRock Support for Identity Cloud. Support tickets are the primary way we help you resolve your problems with the Identity Cloud.
Best practice for raising an Identity Platform ticket with ForgeRock Support The purpose of this article is to provide information on raising a ticket with ForgeRock Support for Identity Platform. Support tickets are the primary way we help you resolve your problems with ForgeRock software.
Sending troubleshooting data to ForgeRock Support for analysis The purpose of this article is to provide information on sending troubleshooting and diagnostic data that ForgeRock Support has requested for analysis using ticket attachments.
Checking your product versions are supported The purpose of this article is to provide EOSL dates for the different versions of ForgeRock products in the Identity Platform so you can check that the version you are on is still supported.

Subscriptions

Here are some articles you should read for information on subscriptions:

Article Description
Purchasing a Subscription This article describes how to get a subscription from ForgeRock. A subscription is needed to access support for a product.
Administering Subscriptions This article describes how subscription administrators can manage the members of their organization in BackStage. It is the subscription administrator's responsibility to administer subscriptions and provide access to relevant users; support tickets can only be raised by those users who have been added to the subscription.
FAQ: Subscriptions The purpose of this FAQ is to provide answers to commonly asked questions regarding subscriptions in BackStage.
ForgeRock End of Service Life (EOSL) policy The purpose of this article is to provide EOSL Policy details and definitions to users of ForgeRock products in the Identity Platform.

ForgeRock software and services

Here are some articles you should read for information on ForgeRock software and services:

Article Description
Logging in to ForgeRock services This article describes how to authenticate to ForgeRock services with your BackStage account. A BackStage account is needed for various ForgeRock services such as product support and downloads.
Downloading ForgeRock products and components This article describes how to download ForgeRock products and components from BackStage.
Using Checksums This article describes how to validate a file's integrity using a checksum, which is useful when downloading things from BackStage.
Understanding source code access for ForgeRock products The purpose of this article is to provide information on the source code that is available for the ForgeRock Identity Platform (Access Management and Identity Management) and how to get access.
Getting help for ForgeRock products The purpose of this article is to provide information on getting help for ForgeRock products. Help is available from BackStage; this includes sources such as the Knowledge Base, Product Documentation, University and Deployment Support Services.
ForgeRock Glossary The purpose of this article is to provide definitions for terms used by ForgeRock.

See Also

Getting started with ForgeRock Support (Identity Cloud)

Getting started with ForgeRock Support (Identity Platform)

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