Customer support

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 time for:

• Issues that are our fault, such as bugs, downtime, etc.

• When you ask for instructions on how to perform a typical operational task yourself.

Support Response Time This is governed by our SLA (Service Level Agreement), which you can view here: Service Level Agreement - Norwegian

In short: You will receive a response to your case by the next business day after it is submitted, i.e., within 24 hours. All support inquiries must be made via http://identum.no/support . We do not guarantee that inquiries sent to other email addresses or by phone will be handled in accordance with the SLA. For billable work, support is charged in 30-minute increments.