Contacting customer support
Whether you are facing technical glitches, have questions, or need assistance, knowing how to get in touch with support can save you time and unnecessary frustration.
In this article, we’ll walk you through the various methods at your disposal for reaching out to our support team, along with information about our service level agreement.
Email support
Email is one of the most common ways to reach IAM Cloud support. This is a convenient option that allows you to describe your issue in detail and attach relevant documentation. You can reach out to our support team by sending an email to support@iamcloud.com. When you get in touch with us, please provide a clear description of the issue along with any error messages or screenshots that can help us understand the problem better.
IAM Cloud support portal
Our dedicated support portal helps us streamline customer inquiries and ensure that each issue is tracked and resolved efficiently. You can access our support portal by clicking here. Simply sign up for your IAM Cloud support account to create tickets and track the progress of your inquiries. We recommend that you submit any urgent queries through our support portal and remember to mark them as urgent while creating your ticket.
Telephone support
Telephone support comes in handy when you need to speak to a member of our support team. If you are calling from the United States, please dial +1-631-540-2730. If you are based anywhere else around the world, please dial +44 118 324 0000.
Support service level agreement
IAM Cloud support is available between 08:00 – 22:00 Monday to Friday. We also provide around-the-clock support for critical issues, such as service outages. Our support services operate using a 4-tier priority system. This allows us to determine the importance of your inquiry and the time within which to respond:
| Priority | Initial response time |
|---|---|
| Urgent | 1 hour |
| High | 4 hours |
| Medium | 8 hours |
| Low | 24 hours |
You can set these priorities when you contact us by email or while creating a ticket via our support portal. By default, customer inquiries received by email are automatically assigned a medium priority unless specified otherwise. Inquiries marked as feature requests are assigned a low priority.
