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Support

Idemeum support

Contact idemeum support by sending us an email, opening a ticket manually, or joining our discord channel.

Support channels


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