This knowledge article outlines how you can reach out to our Sign In Solutions customer support team and our response time goals for different severity levels.
Support Hours and Emergency Response
Support Team:
Sign In Solutions Customer Support can be reached by email at [email protected] or by chat during Sign In Solutions Support Hours (detailed below).
SUPPORT HOURS (Monday to Friday):
8:00 AM-5:00 PM Central European Time
8:00 AM-5:00 PM Pacific time
Out of Support Hours Emergency Response:
Where there is a critical system failure, Sign In Solutions uses a messaging service through its telephone support line. Customers will be able to leave a message and Customer Support will respond accordingly.
How to contact customer support and access online resources
Online Resources
Help Center
Our Sign In Solutions Help Center is available 24/7 which provides articles and videos on a number of common topics and is available from our website at https://help.signinsolutions.com/vms/en/ .
Status Page
Customers can also register to receive real-time notifications of any current service disruption via the Sign In Solutions status page found at https://status.signinenterprise.com/.
Contacting Support
File A Case Online
When visiting the above page Customers can click on the File a case button to submit a case to our Support team. Sign In Solutions will endeavour to provide a next business day initial response to your email.
Customers can email Customer Support at the above address and Sign In Solutions will endeavor to provide a next business day initial response to your email.
Chat
Customers can chat directly with Customer Support via the live chat within your VM account or in the knowledge base during Support Hours. Live Chat can be launched by clicking on the chat icon in the lower right corner of any of those sites. There may be a delay in responding to the chat due to high volume requests. If a Customer leaves their contact details in chat, Sign In Solutions will endeavor to provide an initial response same business day response and no later than the following business day.
Phone
Europe: +45 88 53 48 84
North America: +1 855 215 9508
Customer Support is available during Support Hours via phone support, including voicemail. Sign In Solutions shall endeavor to provide same business day response to phone support requests made during Support Hours and normal call volumes. Voicemails left outside of Support Hours are returned no later than the following business day.
Priority definitions & response targets
In the event of notification of a service disruption, or serious issue that is raised to Customer Support, Sign In Solutions will triage the report using the following guidelines. Depending on the issue severity determined by Sign In Solutions, Sign In Solutions will endeavor to meet the corresponding initial response targets. Where the issue is a known critical incident, Sign In Solutions will provide updates through the Status Page regularly where appropriate.
Support Request Priority | Initial Response Target | Issue Impact Descriptions |
Critical | 15 min | Platform wide outage or login failure affecting all users.
*Response target if raised through Phone Support |
Serious | 1 hr+ (during Support Hours) | Loss of major function or degraded performance impacting most users.
+Response target if raised through Phone Support or Email |
Normal | Next Business Day | Limited impact or minor bug not disrupting core operations. |
Minor | Within 5 Business Days | Cosmetic or informational request |