Available as an enterprise add-on
Enterprise Support is only available as a separate add-on to existing enterprise FoxIDs commercial terms.
- FoxIDs Enterprise Plan
- FoxIDs self-hosted Enterprise License
FoxIDs Enterprise Support
Enterprise Support for business-critical identity infrastructure
FoxIDs Enterprise Support is a lean support add-on for organisations that already run FoxIDs on an Enterprise Plan or self-hosted Enterprise License and need clearer escalation, follow-up and critical incident handling.
Built on Priority Support
Enterprise Plan and Enterprise License already include Priority Support with prioritised technical support and discounted access to additional advisory or implementation assistance. Enterprise Support adds a more formal support setup, clearer escalation and defined response and reaction times on top.
Support is provided in English by European-based FoxIDs specialists, with the option for support in Danish.
Defined response and reaction times
Enterprise Support adds agreed response and reaction times for FoxIDs Cloud and self-hosted FoxIDs support cases according to priority.
| Priority | Description | Response / reaction time |
|---|---|---|
| P1 Critical | Production-critical incident where FoxIDs Cloud, self-hosted FoxIDs or central login/access enforcement is unavailable for many users | 1 working hour |
| P2 High | Significant functionality affected or a significant user group affected with limited workaround | 4 working hours |
| P3 Normal | Non-critical fault, configuration question or limited impact | 1 working day |
| P4 Low | General questions, minor issues, documentation questions or requests for separately billed advisory assistance | 3 working days |
Support availability is based on Danish working days 09:00-17:00 CET. The response and reaction time covers FoxIDs specialist response and triage. Support can be handled by email or an agreed support portal, and for P1 incidents phone or an online meeting bridge can be used after ticket creation.
FoxIDs Cloud
For FoxIDs Cloud, FoxIDs controls the platform deployment and can investigate service availability, platform incidents, configuration and identity flows within the agreed support model.
Self-hosted FoxIDs
For self-hosted FoxIDs, response times cover FoxIDs specialist response, triage and guidance for FoxIDs platform, configuration and integration issues. The customer remains responsible for the hosting environment, access, logs, backups, monitoring, capacity, certificates, network and third-party dependencies.
Formal support setup
Support terms suitable for enterprise contracts and public tenders, with agreed case handling expectations.
Escalation path
Clear escalation routes and improved follow-up for important support cases affecting business-critical identity flows.
Critical incidents
Agreed critical incident handling, with the option for an online meeting or phone bridge on critical incidents when agreed.
Operational assurance
Additional assurance for organisations where authentication, federation and token issuance are critical to daily operations.
Separate monthly support pricing
Enterprise Support is a separate supplement to eligible FoxIDs Enterprise Plan or self-hosted Enterprise License terms. Pricing is based on unique handled identities per calendar month. Monthly prices exclude VAT.
| Unique handled identities per month | Monthly price |
|---|---|
| Up to 2,500 | €125 |
| Up to 10,000 | €250 |
| Up to 25,000 | €500 |
| Up to 50,000 | €625 |
| Up to 100,000 | €1,000 |
| More than 100,000 | Custom |
A unique handled identity is a human, machine or service identity handled by FoxIDs during a calendar month. Each identity is counted once per month, regardless of the number of authentication, federation, token issuance, migration or access flows. This includes identities stored in FoxIDs and federated identities that are not stored in FoxIDs. Where the same identity can be reliably correlated across environments, identity providers or migration stages, it is counted once. Where separate identifiers cannot be reliably correlated, they are counted as separate identities.
Not included
Enterprise Support is intentionally limited to the formal support setup. These items are not included.
- FoxIDs Cloud hosting, self-hosted license fees or operation of the customer's self-hosted infrastructure
- Pre-paid advisory hours, fixed technical status meetings, ongoing architecture advisory, ongoing integration advisory or migration consultancy
- Configuration reviews, implementation assistance, environment recovery, backup restore, capacity remediation or repeated operational assistance for a customer-controlled self-hosted environment
Advisory, implementation, migration and configuration assistance can be purchased separately. The standard IAM/advisory rate is €250/hour, billed in 15-minute units.