Software subscription

Software subscription

Soffid offers a trusted, supported and certified enterprise platform. Soffid subscription includes:

  • Support
  • Get quality support provided by Soffid exports. There are some service level agreement options to choose
  • Guaranteed availability
  • Issue management and bug priority assignment
  • Soffid certified executables and connectors. Quality test has been passed for your convinience
  • English and spanish support from our Europe offices

Soffdi offers its customer two support plan choices.

 

7 x 24 Service level agreement

Soffid has got the infrastructure needed to give proactive and reactive support to its customers 24 hours a day. The service will be delivered by technical staff located in Europe, responding in Spanish or English. Support staff will be trained in Soffid, support procedures as well as ITIL

Soffid will also provide phone and skype support for critical issues, as well as a web issue tracking tool in order to addresss questions or issues that could take place during deployment or daily usage.

At issue notification, the notifier should request a priority level for the issue. Depending on the assigned priority, the following service levels applay:

  • Low priority. 2 working days response time
  • Medium priority: 1 working day response time
  • High priority: 4 hours response time
  • Critical priority: 1 hour response time

Complementary to issue management, customer will get a technical account manager (TAM), who will be responsible for service level compliance as well as doing improvement proposals.
Quarterly, TAM will perform a issue review, in order to assure service quality, and to identify hidden problems

5 x 8 Service Level Agreement

For environments without high availability requirements, Soffid offers proactive and reactive customer support monday to friday from 9:00 to 17:00. This service will be provided by support staff located in Soffid offices in both Spanish and English. Support staff is trained in Soffid, support procedures and ITIL.

Soffid provides a web issue tracking tool in order to addresss questions or issues that could take place during deployment or daily usage.

At issue notification, the notifier should request a priority level for the issue. Depending on the assigned priority, the following service levels applay:

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

Yearly, Soffid staff will perform a issue review, in order to assure service quality, and to identify hidden problems

Updates and maintenace

Soffid performs a continuous tracking of relevent technical issues, guaranteeing:

  • Your Soffid version will be compatible with any future update of any other system to connect to, including servers, desktops or cloud services
  • Maintenance releases to apply to elder Soffid versions

To achive this, Soffid brings its subscriptors:

  • Version upgrades: Every Soffid subscriptor is entitled to get last Soffid version and its certified addons. Soffid will keep developing and releasing new versions in such a way that subscriptors will be able to upgrade and tak advantage of the included features
  • Service packs: Soffid engineering team will release Service Packs to fix specific problems. Soffid subscriptors can deploy this service packs to maximize reliability, security and availability
  • Patches: If a problem severity is identified as critica, and there is now work around, Soffid engineering team will send a temporary patch to solve the customer problem. This patches will actually be included in next service pack
  • Fix backporting: Despite Soffid commitment to guarantee an easy system upgrade, not always is possible to do it in a fast pace. In such a case, Soffid will port any fix made on last versions to earlier ones. This portings will include, among others, the fixes to make Soffid operate properly with new versions of third-party productos, ensuring Soffi deployment maintenance

Following our code release policy, subscriptor will get applications and addons in binary compiled format and source code

Fully tested

Soffid is aware how important a right development and maintenance program of identity management products is about your information system security. This is why security and availability of identity management products is a critical asset that should be backed by best practices in software development and quality control

To achive the required quality level, Soffid engineering team take as a bases our community version, but we deliver to our customer fully tested and certified versions, adding the improvements needed to get the expected quality level.

Customer support site

Quickly access to Soffid experts that know about your environment and your issues history in order to solve doubts or answer questions.
Using this portal you will be able to get our advanced knowledge base and beest practices