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 2023UK Public holidays 2024
Monday, 2nd JanuaryMonday, 1st January
Friday, 7th AprilFriday, 29th March
Monday, 10th AprilMonday, 1st April
Monday, 1st MayMonday, 6th May
Monday, 8th MayMonday, 27th May
Monday, 29th MayMonday, 26th August
Monday, 28th AugustWednesday, 25th December
Monday, 25th DecemberThursday, 26th December
Tuesday, 26th December

US Public holidays 2023US Public holidays 2024
Monday, 2nd JanuaryMonday, 1st January
Monday, 16th JanuaryMonday, 15th January
Monday, 20th FebruaryMonday, 19th February
Monday, 29th MayMonday, 27th May
Monday, 19th JuneWednesday, 19th June
Tuesday, 4th JulyThursday, 4th July
Monday, 4th SeptemberMonday, 2nd September
Friday, 10th NovemberMonday, 11th November
Thursday, 23rd NovemberThursday, 28th November
Friday, 24th NovemberFriday, 29th November
Monday, 25th DecemberWednesday, 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 and deployment

• 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