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 2022 | UK Public holidays 2023 |
|---|---|
| Mon, 3rd January | Mon, 2nd January |
| Friday, 15th April | Friday, 7th April |
| Monday, 18th April | Monday, 10th April |
| Monday, 2nd May | Monday, 1st May |
| Thursday, 2nd June | Monday, 8th May |
| Friday, 3rd June | Monday, 29th May |
| Monday, 29th August | Monday, 28th August |
| Monday, 26th December | Monday, 25th December |
| Tuesday, 27th December | Tuesday, 26th December |
| US Public holidays 2022 | US Public holidays 2023 |
|---|---|
| Monday, 17th January | Monday, 2nd January |
| Monday, 21st February | Monday, 16th January |
| Monday, 30th May | Monday, 20th February |
| Monday, 20th June | Monday, 29th May |
| Monday, 4th July | Monday, 19th June |
| Monday, 5th September | Tuesday, 4th July |
| Friday, 11th November | Monday, 4th September |
| Thursday, 24th November | Friday, 10th November |
| Friday, 25th November | Thursday, 23rd November |
| Monday, 26th December | Monday, 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 | Description | Target Response Time* |
|---|---|---|
| 1 – Critical | Production System is down, or service is severely impacted | Within 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 restriction | Within 1 day |
| 4 – Low | Minor problem, product deficiency or documentation issue | Within 5 days |
*Within Support hours above
| MyID Customer Handbook | |
|---|---|
| Click image below to view or download | |
MyID Customer Handbook – Partner Version
MyID Customer Handbook – Standard Version
MyID Customer Handbook – US Version
