Idemeum support
Contact idemeum support by sending us an email, opening a ticket manually, or joining our discord channel.
Support channels
- Email us to create a ticket - support@idemeum.com
- Open a ticket at our portal - support portal
- Join our community chat - Discord
- Make a feature request - roadmap
Support options
Standard support is available between 9am-5pm PT, Monday-Friday, excluding US holidays.
| Severity | Response | Definition | Example |
|---|---|---|---|
| Critical | 4 business hours | Complete outage where majority of customers is impacted | Idemeum cloud is down |
| High | 1 business day | Downgrade of services or performance is degraded | Some users can not login with JIT accounts |
| Normal | 2 business days | Some feature is not functioning as expected | User can not request account from extension |
| Low | 4 business days | Single user problem or info request | A user can not recover mobile identity with a mobile device |