Legals
Support Terms
Support Terms
Response Times, SLAs and Support Portal
Last updated: December 1st 2023
Priority Definitions and Target Initial Response times.
Priority 1 (P1): Platform services are down, causing critical impact to business operations; no workaround available.
Target Initial Response: Within 2 hours.
Priority 2 (P2): Platform services are significantly degraded and/or impacting significant aspects of business operations; no commercially reasonable work around available.
Target Initial Response: Within 4 business hours.
Priority 3 (P3): Slow response or delays; services performance is impaired but still materially functional.
Target Initial Response: Within 1 business day.
Priority 4 (P4): No material impact on customer; documentation errors or exclusions; cosmetic or other non-substantive user interface issues with the services; platform services are unaffected.
Target Initial Response: Within 2 business days.
Priority Definitions and Target Initial Response times.
Priority 1 (P1): Platform services are down, causing critical impact to business operations; no workaround available.
Target Initial Response: Within 2 hours.
Priority 2 (P2): Platform services are significantly degraded and/or impacting significant aspects of business operations; no commercially reasonable work around available.
Target Initial Response: Within 4 business hours.
Priority 3 (P3): Slow response or delays; services performance is impaired but still materially functional.
Target Initial Response: Within 1 business day.
Priority 4 (P4): No material impact on customer; documentation errors or exclusions; cosmetic or other non-substantive user interface issues with the services; platform services are unaffected.
Target Initial Response: Within 2 business days.
Business Hours
Business hours are based on the primary location of the Customer’s service agreement. If not specified business hours are 9am to 5pm, Monday through Friday in New South Wales, Australia.
Business Hours
Business hours are based on the primary location of the Customer’s service agreement. If not specified business hours are 9am to 5pm, Monday through Friday in New South Wales, Australia.
Support Ticket Submission Conditions
When submitting a support ticket via the support portal available at https://support.identitii.com (“Support Portal”), Customer must select a priority level that is accurate based on the priority level definitions set forth above. Identitii is not responsible for any failure to meet a Target Initial Response Time resulting from the incorrect assignment of a priority level to a support ticket by Customer.
Support tickets submitted via email instead of the Support Portal will be assigned a default priority level of P4.
Notwithstanding anything to the contrary herein, Identitii, in its reasonable discretion, reserves the right to upgrade or downgrade the priority level of a support ticket during the support ticket triage process.
Support Ticket Submission Conditions
When submitting a support ticket via the support portal available at https://support.identitii.com (“Support Portal”), Customer must select a priority level that is accurate based on the priority level definitions set forth above. Identitii is not responsible for any failure to meet a Target Initial Response Time resulting from the incorrect assignment of a priority level to a support ticket by Customer.
Support tickets submitted via email instead of the Support Portal will be assigned a default priority level of P4.
Notwithstanding anything to the contrary herein, Identitii, in its reasonable discretion, reserves the right to upgrade or downgrade the priority level of a support ticket during the support ticket triage process.
Support Account Manager
If Customer purchases the Enterprise plan, a dedicated support account manager will be assigned to Customer to oversee that support tickets are triaged and assigned to the appropriate Identitii personnel during the business hours in which Customer’s dedicated support account manager is located.
Support Account Manager
If Customer purchases the Enterprise plan, a dedicated support account manager will be assigned to Customer to oversee that support tickets are triaged and assigned to the appropriate Identitii personnel during the business hours in which Customer’s dedicated support account manager is located.
Support Ticket Escalations
If Identitii does not respond to a support ticket within the applicable Target Initial Response Time, Customer’s exclusive remedy is to escalate the support ticket directly to either the Support Account Manager (if applicable) or to the Customer Success Team contact (“Level 1 Escalation”). If Identitii does not respond within the applicable Target Initial Response Time following a Level 1 Escalation, please escalate the support ticket via email to support@identitii.com.
Support Ticket Escalations
If Identitii does not respond to a support ticket within the applicable Target Initial Response Time, Customer’s exclusive remedy is to escalate the support ticket directly to either the Support Account Manager (if applicable) or to the Customer Success Team contact (“Level 1 Escalation”). If Identitii does not respond within the applicable Target Initial Response Time following a Level 1 Escalation, please escalate the support ticket via email to support@identitii.com.
Updates
Identitii may update these Support Terms from time to time. The then-current version of these Support Terms is available at https://identitii.com/legal/support.
Updates
Identitii may update these Support Terms from time to time. The then-current version of these Support Terms is available at https://identitii.com/legal/support.