Support Center
Welcome to the Cirrus Identity Support Center. You can find the following:
• Support and the Customer Contract
Support Requests
Cirrus Identity uses FreshDesk to manage support requests and expects each Customer to authenticate with their organizational authentication provider.
NOTE - To sign on to FreshDesk, navigate to "Are you a customer?" and click the "Login here" link at the bottom of the page.
Support and the Customer Contract
The Support Center page outlines the general support procedures and practices for Cirrus Identity Services. Individual Customers may have additional or different terms defined in the Customer Contract. Commitments defined by contract will take precedence to the practices outlined here.
Types of Support
Cirrus Identity provides ongoing support (“Support”) for Customers with a current subscription for Cirrus Identity Services. Support does not include the Customer’s end-users or Customer’s third-party services.
Separate from ongoing Support, Cirrus Identity will provide the Customer initial setup, configuration guidance, deployment recommendations, and answer questions during working sessions (collectively “Implementation Support”) for a one-time fee. Implementation Support is timebound and the customer may be charged additional fees after one (1) calendar year.
Service Level Agreement (SLA)
The following is the current Cirrus Identity SLA unless otherwise modified by Customer Contract:
Unplanned Outages
In the event of an unplanned service interruption, Cirrus Identity will seek to restore service as expediently as possible and minimally acknowledge the service interruption within the response-time windows defined by SLA.
Limitations on Support
Support is provided only for Cirrus Identity Services. Malfunctions caused by Customer’s environment or third-party service providers are excluded. Service feature requests are not malfunctions for which Support may be requested.
Customer Responsibilities
Cirrus Identity Customers have a number of responsibilities as defined by contract with Cirrus Identity. Four general responsibilities are:
1. Customers will validate their specific implementation, but shall not engage in stress/load testing, monitoring, or penetration testing of Cirrus Identity infrastructure.
2. Customers will maintain any locally deployed software integrated with Cirrus Identity Services - any coordination with Cirrus Identity must be scheduled, and requires a minimum of five (5) business days notice.
3. Customers will provide sufficient information to assist Cirrus Identity in troubleshooting problems.
4. Customers will promptly implement commercially reasonable Cirrus Identity recommendations to resolve support issues.
Additional Information
Additional Information about compliance, security, privacy, and accessibility can be found on the Cirrus Identity Trust and Compliance Center.
Questions regarding the Cirrus Identity Support Center, or the linked content, should be directed by email to support@cirrusidentity.com.
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