Customer Support may be contacted either by email or telephone. Telephone requests should be limited to reporting of Severity level 1 issues. Requests relating to lower severity issues will be prioritised and processed in line with the stated SLA.  New requests will be assigned a unique reference number and an acknowledgement email will be generated.

Note. Intercede will only provide Support to the Customer’s nominated contacts.

Support Service
Support Hours* 9am–5pm Mon-Fri UK

* UK or EST depending upon Partner Agreement/SLA

* Excludes UK or USA Public Holidays depending upon Partner Agreement/SLA

* Ultimate Support provides 24/7 cover for Severity 1 issues

 

 

UK Public holidays 2022UK Public holidays 2023
Mon, 3rd JanuaryMon, 2nd January
Friday, 15th AprilFriday, 7th April
Monday, 18th AprilMonday, 10th April
Monday, 2nd MayMonday, 1st May
Thursday, 2nd JuneMonday, 29th May
Friday, 3rd JuneMonday, 28th August
Monday, 29th AugustMonday, 25th December
Monday, 26th December Tuesday, 26th December
Tuesday, 27th December

US Public holidays 2022US Public holidays 2023
Monday, 17th JanuaryMonday, 2nd January
Monday, 21st FebruaryMonday, 16th January
Monday, 30th MayMonday, 20th February
Monday, 20th JuneMonday, 29th May
Monday, 4th JulyMonday, 19th June
Monday, 5th SeptemberTuesday, 4th July
Friday, 11th NovemberMonday, 4th September
Thursday, 24th NovemberFriday, 10th November
Friday, 25th NovemberThursday, 23rd November
Monday, 26th DecemberMonday, 25th December

 

The following information must be provided to Intercede when raising a new support request:

• Name and contact details of person raising the request (Must be a nominated contact in relation to the End-Customer)

• Name of End-Customer

• Name of the Environment affected by the problem, e.g. Production, Test

• Customer’s severity level and justification if Severity 1 or 2

• Current System Status Report from the environment experiencing the problem

• Detailed description of the problem

• Details of what investigation has already been undertaken by the Customer, along with any actions taken to resolve the problem

• Relevant screenshots, extracts of logs and data already gathered

 

Severity Level DescriptionTarget Response Time*
1 – Critical
Production System is down, or service is severely impactedWithin 2 hours
2 – High Production System is useable, but an operationally important function is not available. For example, the system is unable to issue one particular type of device. Within 4 hours
3 – Medium Product is useable but with some moderate impact or restrictionWithin 1 day
4 – Low
Minor problem, product deficiency or documentation issueWithin 5 days

*Within Support hours above

MyID Customer Handbook
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MyID Customer Handbook – Partner Version

Support Handbook

MyID Customer Handbook – Standard Version

Support Handbook

MyID Customer Handbook – US Version


Support Handbook