Service Level Agreement
Business and Support Hours
Our central support team works 8am-10pm GST/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 have also branched out our team to the US and Australia to be able to provide a broader coverage for all time zones. We aim to be able to cover full business hours support worldwide by 2022.
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|
|Medium (default for emails to firstname.lastname@example.org)||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 email@example.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.
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 firstname.lastname@example.org