SSOGEN / SSOGEN support: email, phone and what to send
SSOGEN
SSOGEN support: email, phone and what to send
Customers reach SSOGEN support by email or phone. A request with the version, the build ID and the error reference reaches an answer fastest.
SSOGEN support answers customers who run SSOGEN, the Gateway, the Web Agent or the SSOGEN Authenticator. Write to support@ssogen.com or call +1 (800) 773-6775. An engineer reads every request.
Ways to reach support
| Channel | Address | Use it for |
|---|---|---|
| support@ssogen.com | Any question about a running SSOGEN system | |
| Email, subject “Production down” | support@ssogen.com | A production system that people cannot sign in to |
| Phone | +1 (800) 773-6775 or +1 (415) 906-1610 | Talking a problem through with an engineer |
| Email, subject “Security” | support@ssogen.com | A suspected weakness in SSOGEN |
Questions about a new project, a trial or a quote go to info@ssogen.com; see contact SSOGEN.
What to put in a request
A complete first message saves a round of questions. Include each item that applies.
- Version and build ID. SSOGEN shows both at the bottom of the console’s Overview; on the server,
ssogen-platform --versionprints them. - The error code and reference. An SSOGEN error page shows a code such as
SSO-EDGE-503-UNAVAILABLEand a reference, the correlation ID of that one request. - Time and time zone. When it happened, so the audit log entries line up with your report.
- The guide and step. Which documentation page you followed, the step, and what the screen showed.
- Web server summary. For a Web Agent integration package, the output of
./ssogen info, a read-only summary of the web server.
The reference ties the page a person saw to the audit record. Search the audit log by Correlation id before you write, as error codes explains; the record often answers the question.
Remove secrets before you send logs
SSOGEN keeps secrets out of its own logs by design, and the console’s log viewer masks them. Web server logs, proxy logs and HAR files from a browser can still hold them, so check those by hand.
Answers in the documentation
Most questions have a documented answer. These guides are the usual starting points.
| You see | Start here |
|---|---|
| An error code on a page or in a log | Error codes |
| A Web Agent sign-in that loops or fails | Web Agent troubleshooting |
| A Gateway application that does not open | Gateway troubleshooting |
| A question about which versions work together | Version compatibility |
| A component that reports unhealthy | System health |
All guides are in the SSOGEN documentation.
Report a security issue
Email support@ssogen.com with the subject “Security”, what you found and how to reproduce it. The same address is published in the site’s security.txt file. The trust center describes the product’s security principles.
Support questions
What is the SSOGEN support email?
What is the SSOGEN support phone number?
Where do I find the SSOGEN version and build ID?
/opt/ssogen/bin/ssogen-platform --version prints them, and so does the first line of the log after a start. The Gateways page shows each Gateway’s version.How do I open an SSOGEN support request?
Where to go next
- Contact SSOGEN for projects, trials and offices.
- Trust center for security reviews and questionnaires.
- SSOGEN documentation for every setup and operations guide.