Identity platform SLA

Support response times and availability commitments of the Ironchip identity platform. For fraud detection, see the fraud detection SLA.

Support

Ironchip has a support portal 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.