IAM Cloud

Legal Stuff – Service Level Agreement

Service Level Agreement

Business and Support Hours

Our central support team works 8am-10pm GMT/BST Monday to Friday. This means our central team covers business hours across both Europe and East Coast USA for all standard support processes including onboardings, troubleshooting, technical guidance and training.

However, we are also working on expanding our team to the US and Australia to be able to provide a broader coverage for all time zones – for now though this is still a work-in-progress.

We also have 24/7/365 on-call engineers for any critical urgent issues like service outages.

Our support is based on a 4-tier priority system.

PRIORITY INITIAL RESPONSE TIME SLA
Urgent 1 Hour
High 4 Hours
Medium (default for emails to support@iamcloud.com) 8 Hours
Low (default for feature requests) 24 Hours

Ticket priority can be set when submitting a ticket on our support portal at https://support.iamcloud.com

By default when a ticket is created by sending an email to support@iamcloud.com it is given a ‘medium’ priority. If you email a ticket to our a team that has a more serious priority, you should make it clear in the email subject. e.g. ‘Urgent: IAM Services Offline’

Tickets marked as ‘feature requests’ are automatically assigned a ‘low’ priority.

Low priority does not mean unimportant. We still take every ticket we receive as seriously as the next. Priority simply confers the urgency of our response.

Service Availability & Performance

We also provide specific service level agreements for availability and performance for our subscription products.

PRODUCT – COMPONENT SLA
Cloud Drive Mapper – MSI client N/A
Cloud Drive Mapper – Admin portal 99.9% uptime
Cloud Drive Mapper – Licence key verification 99.9% uptime
Simple Sign-On – Authentication Service 99.9% uptime
Simple Sign-On – New user provisioning 60 minutes
Simple Sign-On – Password reset & AD write-back 10 minutes
Simple Sign-On – User attribute updates 60 minutes
Simple Sign-On – User deletions & blocks 10 minutes
Simple Sign-On – Admin portal 99.9% uptime
Surp4ss! – Admin portal 99.9% uptime
Surp4ss! – User portal 99.9% uptime
Surp4ss! – Password resets & AD write-back 10 minutes
IDx – Admin portal 99.9% uptime
IDx – New user provisioning 60 minutes
IDx – User attribute updates 60 minutes
IDx – User deletions & blocks 10 minutes

Our service uptime can be monitored at www.iamcloudstatus.com. Our status page also allows you to subscribe to alerts in case any important updates or issues are announced.

Service Credits

Should we fail to meet our 99.9% service uptime guarantee you may be eligible for service credits.

  • If we fail to reach 99.9% uptime across a 1-month timeframe, service credits of 7 days can be issued on request.
  • If we fail to reach 99% uptime across a 1-month timeframe, service credits of 14 days can be issued on request.

Service credits can only be requested within 30 days of the downtime events leading to the failure of the SLA, and some basic evidence is required to supplement the claim – such as a timestamped screenshot of an error screen.

If you have any questions please feel free to contact us at support@iamcloud.com