Support options
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Overview
To contact idemeum support team, please fill out the request form.
Standard support
We offer reduced time to first response based on issue severity. Standard support is available to our customers on a Business plan with a termed subscription. Standard support is available between 9am-5pm Pacific Time, Monday-Friday, excluding US holidays.
Premium support
We offer custom support options based on business requirements, including 24/7/365 coverage of support requests. Contact idemeum team for more details.
Initial response time
| Severity | Standard | Premium |
|---|---|---|
| SEV 1 Critical | 4 business hours | Contact idemeum |
| SEV 2 High | 1 business day | Contact idemeum |
| SEV 3 Normal | 2 business days | Contact idemeum |
| SEV 4 Low | 4 business days | Contact idemeum |
Severity definitions
SEV 1 Critical
An example of SEV 1 issue is when idemeum is inaccessible for the entire company.
- Critical impact / complete outage
- Majority of users are impacted
- Customer's business is dramatically impacted
SEV 2 High
An example of SEV2 issue is when a certain number of users or workstaions can not access idemeum cloud, or a certain functionality such as assigning a service account is not working.
- Severe impact or downgrade of services
- Majority of users are impacted
- A workaround may be available, but performance is degraded
SEV 3 Normal
An example of SEV 3 issue is when a user can not access a browser extension, but can still launch most of the applications.
- Restricted impact, most of the system is functioning properly
- Something is not functioning as expected
SEV 4 Low
An example of SEV 4 issue is when a user can not recover mobile identity with a ne mobile device.
- Low impact or information request