# Identity platform SLA

> Ironchip support response times by incident priority and the console availability commitment for Enterprise customers of the identity platform.

URL: https://docs.ironchip.com/en/identidad/referencia/sla/

Support response times and availability commitments of the Ironchip identity platform. For fraud detection, see the [fraud detection SLA](https://docs.ironchip.com/en/fraude/referencia/sla/).

## Support

Ironchip has a [support portal](https://support.ironchip.com/tickets) available to report incidents. Support requests are answered:

- Within 12 hours for critical requests, available 24/5.
- Within 24 hours for high priority requests, available 8/5.
- Within 72 hours for medium priority requests, available 8/5.
- Within 7 days for low priority requests, available 8/5.

| Priority | SLA           | Description                                                                                               |
| -------- | ------------- | --------------------------------------------------------------------------------------------------------- |
| Critical | Within 12 h   | Management consoles or APIs used in production are unavailable, impacting at least 15% of users.          |
| High     | Within 24 h   | Management consoles or APIs used in production are impaired or degraded, impacting at least 15% of users. |
| Medium   | Within 72 h   | Management consoles or APIs not used in production are unavailable, impaired or degraded.                 |
| Low      | Within 7 days | General questions about the product and custom requests.                                                  |

Ironchip reserves the right to adjust the priority of incidents after an initial analysis of the situation.

## Availability

Ironchip SLA and availability for **Enterprise customers** are as follows:

| System        | Availability                 |
| ------------- | ---------------------------- |
| Admin console | Available 99.5% of the time. |