Support and Services
Get expert guidance and resources to make the most of your Illumio products and reach your goals.
Need help? We’ve got you covered.
You’ll have access to the Illumio Community and a wealth of support and training resources to help you succeed in your breach containment journey.
Browse how-to articles and get answers to common product questions and issues.
Interact with peers, access toolkits, and share tips with other Illumio users.
Flexible training options are available to improve your skills and product knowledge.
Get 24/7 support — give us a call
Maximize your investment with services tailored to your needs
Customer Success
Deep understanding of your unique journey
Every organization has different timelines and objectives. Our team works with your organization's roadmap to align goals and timelines for the desired outcomes.
A collaborative effort
We work with customer champions to understand your vision for building cyber resilience with Illumio. CSAs will act as your main non-technical point of contact.
Creative problem solvers
We leverage different solution capabilities to mature your deployment and engage your team at a deeper level — using lessons learned from customers to help you reach your goals.
A trusted partner
Your success is our priority. From day one, we are with customers at every step of the journey, from onboarding to planning workshops, so that users can become fully self-sufficient.
Professional Services
Dedicated engineering support
Our senior experts provide guidance and support to increase your investment value alongside strategic planning and implementation for major initiatives.
An advisor for your organization
In addition to planning, implementation, integrations, and documentation, we advise on short- and long-term strategies and policies to improve your organization’s security posture.
A strategic partner
We assist with high-level strategic planning and decision-making for day-to-day implementation activities.
Gold standards
We benchmark our success on yours by sharing in-depth knowledge, deployment expertise, troubleshooting, monitoring, and best practices for a healthy Illumio environment.
Program Management
Effective decision-making and problem resolution
Utilizing various project planning methodologies, such as traditional waterfall, agile, or a hybrid model, our team provides a custom Illumio deployment project plan based on your goals.
Go-to expert for organizing and building timelines
We manage key projects and ensure people and processes are aligned to deliver your desired results.
A team driver
With a strong problem-solving aptitude, our project managers identify risks and develop mitigation strategies to keep your project on track and on time.
Progress enabler
We streamline communications on project plans, next steps, and milestones achieved to highlight security posture gains against your segmentation goals.
Resident Engineers
Technical subject matter expert
Get expert assistance with your deployment, from product upgrades to troubleshooting, monitoring, and managing your environment.
An engineer for your deployment
Our REs maintains close ties to Illumio product and engineering teams and take point on escalating support tickets and driving feature requests.
Specialized product support
We build API scripts, develop security rulesets and policies for integrating services, and assist in technical reviews while providing guidance on change preparations.
Advocate for your organization
We quickly diagnose and resolve any issues that arise, owning all related communications between your company and Illumio.
Technical Account Managers
Dedicated full time to your company’s needs
As your technical contact, our TAM will maintain an in-depth understanding of your environment, architecture, and objectives.
Real-time guidance
We conduct regular reviews for product health checks, work with internal technical experts to resolve issues, and escalate your support cases and feature requests.
Product support
Minimize downtime and frequency of updates by leveraging our expertise on Illumio product releases, including the benefits and level of urgency.
Advocate for your organization
We quickly diagnose and address issues related to your deployment, owning all related communications between your company and Illumio.
United States Federal Programs
A dedicated expert partner
Our federal program consultants support effective decision-making and program implementation, translating cross-industry best practices into the federal product life cycle.
Adapting to your needs
Whatever your preferred project management methodology, we will develop a custom plan based on your organization’s or agency’s desired results.
Business enabler
We engage with all stakeholders, from the Program Management Office to technical experts, providing a key component for program success.
Advocate for your agency
We strive to know our customers, build trust, and drive value, supporting you at every step of the way.