You can contact IDI Technical Support directly by complete our Support Form. Our technical support hours are 8:30 AM to 5:30 PM Eastern time, M-F.
When a support request is submitted, it will be triaged to determine the severity level of the issue and will be prioritized according to the SLA (service level agreement) structure and definitions below:
Ticket Severity HIGH>CRITICAL = Critical Impact
Involves an issue in which client's production use of the service is stopped or is so severely impacted that the client cannot reasonably continue business operations. It may result in a material and immediate interruption of client's business operation that will cause a loss of client data and/or restrict availability to such data and/or cause significant financial impact.
- Highest Priority
- All necessary departments and resources are engaged
- IDI responds to client ticket within 1 hour during normal business hours
- IDI provides client/impacted partners with updates until resolution is presented.
Ticket Severity HIGH = Significant Impact
Involves an issue in which one or more important functions of the service are unavailable with no acceptable alternative solution. Client's implementation or production use of the service is continuing but not stopped; however, there is a serious impact on the client's business operations.
- High Priority
- All necessary departments and resources are engaged
- IDI responds to client ticket within 2 hours during normal business hours
- IDI provides client/impacted partners with updates until resolution is presented.
Ticket Severity MEDIUM = Moderate Impact
Involves an issue in which: (a) important service features are unavailable but an alternative solution is available, or (b) less significant service features are unavailable with no reasonable alternative solution. Clients experience a minor loss of business operation functionality and/or an impact on implementation resources.
- Medium Priority
- All necessary departments and resources are engaged
- IDI responds to client ticket within 4 hours during normal business hours
- IDI provides client/impacted partners with updates until resolution is presented
Ticket Severity LOW = Minimal Impact
Involves an issue that has a minimal impact on business operations or basic functionality of the service.
- Low Priority
- All necessary departments and resources are engaged
- IDI responds to client ticket within 24 hours during normal business hours
- IDI provides client/impacted partners with updates until resolution is presented