Where can I get help? All customers with a support agreement have access to our support. You can submit cases to support here: https://www.identum.no/support You can view the status of all your cases here: https://support.identum.no/
Billable vs. Non-Billable Support
As a general rule, we will invoice for time spent when you ask us to perform work on your behalf, i.e., tasks that you or others in your organization can perform yourselves through the user interface. We also log billable hours for administrative meetings, consulting, deliveries, change planning, requested consultant work, etc. Of course, we do not bill for meetings where we are trying to sell you a new module or similar. We wouldn't be that brazen!
We do not bill for issues that are our fault, such as bugs, downtime, etc.
As a general rule, we will inform you beforehand and wait for acceptance before starting work that will result in more than 4 billable hours.
Support Response Time
Response times depend on the severity of the issue. All support inquiries must be submitted via https://www.identum.no/support. We cannot guarantee SLA compliance for inquiries sent to other email addresses or by phone.
|
Level |
Description |
Example |
Response time (business hours) |
|---|---|---|---|
|
A — Critical |
The service is completely unavailable to end users. |
No users can log in; synchronisation has stopped entirely. |
Troubleshooting commences within 2 hours of the report. |
|
B — Severe |
Core functionality is severely degraded with no available workaround. |
A critical integration is failing; new users are not being provisioned. |
Troubleshooting commences within 4 hours of the report. |
|
C — Minor |
Functionality is affected but the system remains usable, or a workaround exists. |
A configuration question; a non-critical feature is not working as expected. |
Troubleshooting commences by the next business day. |
Note: Response times apply during business hours (08:00–16:00 CET/CEST, Monday–Friday). If an issue is submitted outside business hours, the response time clock starts at 08:00 the following business day. For billable work, support is charged in 30-minute increments.
Full details are set out in our Service Level Agreement: Service Level Agreement (English)