Enterprise subscription services - soffid.com
Soffid provides full Single Sign On experience and full identity governance features. All in an open source, efficient and powerful software product. Security and productivity is now affordable.
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Enterprise subscription services

At Soffid we provide fully certified subscription services that offer access to fully tested enterprise edition of our software and access to a fully reactive and proactive technical support service.

Guaranteed high availability

Guaranteed high availability

Call tracking and prioritazation of bugs

Call tracking and prioritazation of bugs

Strict and comprehensive testing

Strict and comprehensive testing

Access to Soffid customer support portal

Access to Soffid customer support portal

Access to 24h Skype and/or phone support

Access to 24h Skype and/or phone support

Certification of quality and scalability of connectors

Certification of quality and scalability of connectors

Available Service Level Agreements

Standard SLA

For environments with lower availability requirements, Soffid delivers reactive customer support from 9:00 to 17:00 (CET). This service will be entirely provided by staff located in Spain, which will respond to issues in English or Spanish. Staff is fully trained in Soffid software suite and the associated support procedures.

They follow ITIL best practices:

Soffid support is available via phone or Skype. Support is also provided via a support web portal which the customers may use to notify issues and incidents that may arise during the implementation phase and the subsequent maintenance.

At the time of raising the issue, the notifier shall indicate the priority of the incident. Depending on the priority, the following service level agreements are defined:

  • Low priority: Response time of 2 working days
  • Medium priority: Response time of 1 working day.
  • High priority: Response time of 4 hours.

Premium SLA

Soffid has the necessary infrastructure to provide proactive and reactive support to its customers 24 hours a day. The service will be entirely provided by staff located in Spain, which will respond to incidents in English or Spanish. Staff is fully trained in Soffid software suite and the associated support procedures. They follow ITIL best practices.

Soffid support is available via phone or Skype 24 hours a day. Support is also provided via a support web portal which the customers may use to notify issues and incidents that may arise during the implementation phase and the subsequent maintenance.

At the time of raising the issue, the notifier shall indicate the priority of the incident. Depending on the priority, the following service level agreements are defined:

  • Low priority: Response time of 2 working days.
  • Medium priority: Response time of 1 working day.
  • High priority: Response time of 4 hours.
  • Urgent priority: Response time of 1 hour.

As well as the support team, each customer gets a technical account manager (TAM) assigned to their account. The TAM ensures compliance with the contracted service level agreements, and the development of proposals for improvement and further enhancement of the identity governance and access management solution. The TAM will conduct quarterly incident analysis to verify the quality of service, the rate of successful or unsuccessful solutions provided by the team within the agreed time frame. Consequently, a quarterly report will be created and sent to the customer and it will be discussed over the quarterly review meeting. This SLA is available only for premium subscribers.