Support options
We are here to help. Search our documentation, or reach out to us over email or chat.
Standard support
We offer standard support with our email and Discord channels. Standard support is available between 9am-5pm Pacific Time, Monday-Friday, excluding US holidays.
Premium support
We offer reduced time to first response based on issue severity. We can also provide 24/7/365 coverage of support requests. Contact idemeum team for more details.
Initial response time
| Issue severity | Initial response time |
|---|---|
| SEV 1 Critical | 4 business hours |
| SEV 2 High | 1 business day |
| SEV 3 Normal | 2 business days |
| SEV 4 Low | 4 business days |
Severity definitions
| Issue severity | Definition | Example |
|---|---|---|
| SEV 1 Critical | - 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 | - 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 | - 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 | - Low impact or information request | A user can not recover mobile identity with a mobile device. |