Enterprise Federation support

Outages

Please review IBM Security Verify status

For any issues with your company’s federation using SAML Single-Sign-On (SSO), please open a support case via MySupport Portal, select the production option, ‘IBMid Enterprise Federation’ and update the case severity level using the following criteria:
  1. Critical business impact (production or service is down/ all users impacted)
  2. Significant impact (any system is down/ several users impacted)
  3. Minor business impact/ few or single number of users impacted)
  4. Minimal impact (how-to questions, minor problems/ no users impacted)
Please provide issue details:
  • Company Domain (Example: ibm.com)
  • Destination URL
  • Screen shot of the error message including URL at top of page
  • Capture a trace during login (create a HAR file) and/or work with your company Helpdesk
  • Create and view HAR files
Note: If you get an error while trying to create a case at MySupport, please open the case with the IBMid Support team by sending an email to ibmidsupport@ibm.com.

To get in contact with IBMid Helpdesk or an agent via phone, please visit the IBMid Worldwide Helpdesk operations contact page at Worldwide Helpdesk for your region.

The IBMid Worldwide Helpdesk site has contact information by geography/country, as well as frequently asked questions related to IBMid. Please also visit IBMid Documentation.

Disclaimer

IBM does not implement Service Level Agreements (SLAs) for IBMid EF. IBM operates EF to internally defined Service Level Objectives (SLOs) which IBM may adjust at its option. IBM assumes EF partners have the appropriate knowledge of SAML and skills required to administer their own IdP configurations. EF partners are responsible to notify IBM of their Identity Provider SAML Certificates expiration and renewal schedule. IBMid does not provide support for Enterprise Federation partner identity services, including end user support for login to those services. IBMid does not support automatic deprovisioning of users. Requests to delete or disable IBMid user accounts from IBMid EF SSO must be requested manually by the organization. In cases where a problem appears to be related to an issue with the IBM side of the EF partner configuration, the EF Technical Owner should submit a support request to IBMid EF team for assistance. End user issues with login to the EF partner identity service should be handled through the partner’s internal support channel(s).