Support

This section outlines the support channels, response times, and processes to help manage any disruptions to the CIAM platform efficiently.

The CIAM platform is a critical application that provides secure identity and access management for various integrated solutions. To ensure smooth operation, it is important to follow the correct procedures when raising issues, bugs, or errors during integration or in the production environment.

When to Raise Support

Support requests should be raised in the following scenarios:

  • Integration Errors: Issues encountered while integrating new solutions with the CIAM platform.
  • Production Bugs: Bugs or unintended behavior discovered in the production environment of CIAM.
  • Access or Authorization Issues: Authentication failures or problems with access rights, such as login errors or unauthorized access to protected resources.

Adhering to the correct support procedures ensures timely resolution and minimizes downtime.

Support Availability

ABB provides production support for the CIAM platform as follows:

  • Coverage: 12 hours per day, 5 days per week.
  • Hours of Operation: Monday to Friday, from 07:00 CET to 19:00 CET.
  • Time Zone: CET (Central European Time)

During these hours, the support team is available to handle incidents, requests, and issues reported by application owners. Outside of this window, any issues will be logged and addressed when support resumes.

Contact Information

All communications regarding inquiries, general requests, and incidents related to the CIAM platform must be initiated by Level 3 support personnel from the application owners' team. ABB uses ServiceNow to manage and track all support requests.

ServiceNow

To raise a support request through ServiceNow, include the following details:

  • Application Name: CIAM
  • Issue Type: Indicate whether it's an integration issue, bug, or production error.
  • Error Details: Provide specific information, including error messages, logs, and steps to reproduce the problem.
  • Priority Level: Mark the issue as Critical, High, Medium, or Low, depending on its impact.

ServiceNow ensures streamlined incident management, faster escalation, and continuous tracking of issue resolution.

Email Support

In cases where ServiceNow is not accessible, or for urgent inquiries, the operations team can be contacted via email:

When sending an email, ensure the following details are included:

  • Subject Line: Describe the nature of the issue (e.g., "Critical Bug - Login Failure in CIAM").
  • Detailed Description: Include all relevant information such as error logs, steps to reproduce the issue, and the impact on the system.
  • Contact Information: Provide details for the support team to reach you for further investigation.