Credenti Support Options
Credenti offers the following support models to meet different customer needs
Basic
Channels: Email, Online Ticketing System
Support Hours: 8 × 5
Response time
Standard
Channels: Email, Online Ticketing System
Support Hours: 24 × 5
Response time
Premium
Channels: Email, Online Ticketing System, Phone
Support Hours: 24 × 7
Response time
Response Time refers to the time between when a support case is submitted by the customer and when Credenti’s support team provides an initial response.
For Priority Level 1 cases, customers must remain accessible for continuous troubleshooting with Credenti support until the issue is mitigated.
Business Hours
- Global: Monday–Friday, 9:00 AM–5:00 PM local time (excluding holidays)
- North America: Monday–Friday, 8:00 AM–5:00 PM local time (excluding holidays)
- 24x5 Support: Monday 12:01 AM – Friday 11:59 PM local time (excluding weekends)
Support Channels
Customers can submit a ticket using any of the following methods:
- Online ticketing system provided by Credenti
- Support email address issued by Credenti
- Telephone support (available to Premium customers only)
Credenti will use reasonable efforts to adhere to the response times outlined in the selected support plan, as specified in the customer quote. Credenti reserves the right to downgrade the severity level if the customer is unable to provide the necessary resources or responsiveness to enable resolution.
Priority Level Definitions
Priority 1 – Critical business impact
Customer’s business has significant loss or degradation of services and requires immediate attention to restore functionality or usability.
Example: Credenti Services are not accessible, preventing all users from logging into the machine after multifactor authentication (MFA).
Customer’s Responsibility: When you select Severity 1, you confirm that the issue has critical business impact with severe loss and degradation of services. Customers shall remain accessible for engagement and troubleshooting with Credenti support team from the time the case is submitted until the issue is mitigated. Otherwise, Credenti may, at its discretion, decrease the Severity to Level 2.
Priority 2 – Moderate business impact
Customer’s business has moderate loss or degradation of services, but work can reasonably continue in an impaired manner.
Example: Performance degradation of Credenti services affecting multiple users during peak hours.
Customer’s Responsibility: When you select Severity 2, you confirm that the issue has moderate impact to your business with loss and degradation of services, but can be mitigated by workarounds or compensating controls. Customers shall remain accessible for engagement and troubleshooting with Credenti support team from the time the case is submitted until the issue is mitigated. Otherwise, Credenti may, at its discretion, decrease the Severity to Level 2.
Priority 3 – Minimum business impact
Customer’s business is functioning with minor impediments to services.
Example: A single user is not able to log into the machine after multifactor authentication (MFA), or enroll their card or other MFA factors.
Customer’s Responsibility: When you select Severity 3, you confirm that the issue has minimum impact to your business with minor impediment to service. For a Severity 3 incident, Credenti support team will contact you during business hours only.
Priority 4 – No immediate business impact
Customer’s business is functioning with no impediments to services, but has a feature request, feature question, or use case inquiry.
Example: Request for information about upcoming feature releases or general inquiries about product usage.
Customer’s Responsibility: When you select Severity 4, you confirm that there is no impact on your business. For a Severity 4 incident, Credenti support team will contact you during business hours only.