Idemeum support
Email our support team to create a ticket → support@idemeum.com
Support portal
Access support portal to create a ticket → support portal
Feature requests
View roadmap and request features → roadmap board
Support options
Standard support is available between 9am-5pm Pacific Time, Monday-Friday, excluding US holidays.
We use the following definitions to triage incoming support requests.
| Issue severity | Initial response time | Definition | Example |
|---|---|---|---|
| SEV 1 Critical | 4 business hours | - Critical impact / complete outage - Majority of users are impacted - Customer's business is dramatically impacted |
Idemeum is inaccessible for the entire company. |
| SEV 2 High | 1 business day | - Severe impact or downgrade of services - Majority of users are impacted - A workaround may be available, but performance is degraded |
Certain number of users or workstations can not access idemeum cloud, or a certain functionality such as assigning a service account is not working. |
| SEV 3 Normal | 2 business days | - Restricted impact, most of the system is functioning properly - Something is not functioning as expected |
A user can not access a browser extension, but can still launch most of the applications. |
| SEV 4 Low | 4 business days | - Low impact or information request | A user can not recover mobile identity with a mobile device. |