> ## 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.

# Contact idemeum support

> If you need help please open a ticket or chat with us on Discord.

## Reach out to us

<Note>
  Standard support is available between **9am-5pm PT**, Monday-Friday, excluding US holidays.
</Note>

<Card title="Email us" icon="at" horizontal href="mailto:support@idemeum.com">
  Email [support@idemeum.com](mailto:support@idemeum.com) to open a ticket
</Card>

<Card title="Open a ticket" icon="headset" horizontal href="https://idemeum.atlassian.net/servicedesk/customer/portal/34">
  Use web portal to open a ticket
</Card>

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

## Support SLA

| 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 |