Cloud-IAM On-call Support Team
At Cloud-IAM, all deployments are monitored 24/7 by our system and support teams to ensure the stability and availability of your Keycloak environment.
While no system is completely failproof, customers with an eligible support plan can immediately trigger an alert in the event of a P1-critical incident. This activates a rapid response from our on-call experts to investigate and resolve the issue as quickly as possible.
To learn how to contact our team via an On-call ticket, please refer to the Trigger On-call page.
When to Use the On-call Support Feature
The Cloud-IAM On-call Support Team assists you to troubleshoot P1-critical incidents that affect the availability or functionality of your Keycloak deployment—such as user login failures or service outages or urgent CVEs that affect security of your Keycloak deployment.
This feature is designed specifically for urgent incidents that require immediate attention outside regular support hours.
It is not intended to replace standard support tickets, but to complement them when emergencies occur.
✅ Appropriate Use
You should use the Trigger On-call feature if:
- Your Keycloak instance is down
- Users are unable to log in
- A critical function is unavailable and causing production downtime
❌ Inappropriate Use
You should not use the On-call feature for:
- Configuration or customization questions
- Non-critical issues that can be handled during business hours
- General technical assistance
Important
Misuse of the On-call feature may incur a fee of €200. For more details on incident classification and severity, see our SLA – Incident Severity Levels.
Trigger on-call team process
Once the incident is triggered to our on-call team, the steps will follow:
- Internal notification of Cloud-IAM on-call team with acknowledgement process of your reporting,
- Creation of a support ticket, copied to all members of your organization,
- Making contact from the technical expert in charge to acknowledge your incident via the previous support ticket,
- Incident management by the technical expert and continuous communication (via ticket and email) until the resolution.
Availability of on-call support team
The Cloud-IAM On-call Support Team is available 24/7, 365 days a year, including public holidays, ensuring continuous monitoring and rapid response to critical issues.
Response time of on-call support team
Depending on your support level on a P1-critical incident. With eligible plans, the maximum response time is under 30 minutes.
For more information about response time, please visit our SLA page.
On-call team members
The Cloud-IAM On-call Team is composed of experienced Site Reliability Engineers (SREs) who have been with Cloud-IAM for at least six months.
All on-call engineers are fully trained in:
- Cloud-IAM’s internal procedures
- Keycloak operations and troubleshooting
- The supported cloud providers used by Cloud-IAM
This expertise enables them to diagnose and resolve incidents quickly and efficiently.
In the event of a widespread incident (e.g., major cloud provider outage), our on-call team activates a well-defined escalation process to involve the right team members and ensure the fastest possible resolution.