Cloud-IAM | DOCS

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Overview of support provided by Cloud-IAM ​

At Cloud-IAM, we are committed to delivering exceptional support that empowers our customers to unlock the full potential of their Keycloak solution.

This page is your one-stop resource for accessing all relevant information about Cloud-IAM's various support teams and service, ensuring you receive timely support whenever you need it.

Getting help ​

Cloud-IAM teams are here to help you:

  • Technical support: contact our technical support team for assistance, for migration and integration on Cloud-IAM, configuring and customizing your Keycloak instance with a feature provided by Cloud-IAM, troubleshooting issues affecting accessibility or functionality on your deployment.

  • On-call support: our on-call team is available 24/7 for critical issues that require immediate attention.

  • Keycloak consulting services: get expert advice and guidance for custom extension development, Keycloak training and workshops, complete installation of your Keycloak instance, configuration and customization projects, from our consulting team.

Location and availability of support teams ​

Cloud-IAM's technical and expert teams are based in France 🇫🇷, and support is available during working hours in Europe.

Except for the on-call team available 24/7 through dedicated ticket center.

Communication languages ​

As a global company with customers from various countries, we are committed to providing seamless support in multiple languages.

To ensure you receive the best possible assistance, kindly communicate with our support team in one of our primary languages: English or French.

Communication channels ​

Each of the support teams benefits from its own communication channel:

Support public communication ​

Public communication regarding incidents are published through the Cloud-IAM status page in case of impact on its public API.

Incident regarding a customer deployment are discussed via direct emails with all organization members. This is why it is very important that you keep the organization members up-to-date so that you do not miss any information.

WARNING

In case Cloud-IAM needs to contact the customer in case of incident, maintenance, ... a mail is sent to all the members of the organization. No additional email recipients will be added automatically to the communication initiated by Cloud-IAM.