Service Level Agreement (SLA)
LEGAL CENTER
Cloud Drive Mapper Standard Support SLAs
Service Hours
Our support team works 8am-3am GMT/BST Monday to Friday (early Saturday morning). This means our central team covers business hours across both Europe and the Americas for all standard support processes including onboardings, troubleshooting, technical guidance and training.
We also have 24/7/365 on-call engineers for any critical issues like platform outages.
Our response Service Level Agreements are in effect within our Standard Service Hours. Our Standard Support is based on a 4-tier priority system.
| Priority | Initial response time |
| 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, priority simply confers the urgency of our response.
Service Availability & Performance
| Product components | Uptime SLA |
| Cloud Drive Mapper – Local client | N/A |
| Cloud Drive Mapper – Iris admin portal | 99.9% uptime |
| Cloud Drive Mapper – License key verification | 99.9% uptime |
| Cloud Drive Mapper – Real-time notification service | 99.9% uptime |
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
Cloud Drive Mapper Premium Support SLAs
Service Hours
Our support team works 8am-3am GMT/BST Monday to Friday (early Saturday morning). This means our central team covers business hours across both Europe and the Americas for all standard support processes including onboardings, troubleshooting, technical guidance and training.
We also have 24/7/365 on-call engineers for any critical issues like platform outages.
Our response Service Level Agreements are in effect within our Service Hours.
| Priority | Initial response time |
| All tickets | 1 Hour |
All Premium Support tickets are escalated directly to a 2nd Line Engineer for investigation and follow up.
Premium Support customers also have Out of Hours Support available for any Breakfix-level issue. Out of Hours response times are based on best endeavours.
Service availability and performance
| Product components | Uptime SLA |
| Cloud Drive Mapper – Local client | N/A |
| Cloud Drive Mapper – Iris admin portal | 99.9% uptime |
| Cloud Drive Mapper – License key verification | 99.9% uptime |
| Cloud Drive Mapper – Real-time notification service | 99.9% uptime |
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