> ## Documentation Index
> Fetch the complete documentation index at: https://docs.idemeum.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Support

> Contact idemeum support by sending us an email or opening a ticket.

## Contact support

<Columns cols={2}>
  <Card title="Email us" icon="voicemail" href="mailto:support@idemeum.com">
    Email [support@idemeum.com](mailto:support@idemeum.com)
  </Card>

  <Card title="Open a ticket" icon="ticket" href="https://idemeum.atlassian.net/servicedesk/customer/portal/34">
    Open a ticket with our support team
  </Card>
</Columns>

## Community

<Card title="Discord server " icon="message-captions" href="http://link.idemeum.com/discord">
  Join our community chat
</Card>

## 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 |