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Self Service & Support Model

Reporting a problem or bug to Ü

For request for information, ideas, features, technical support and status, please contact us on

For technical support during the implementation phase of your integration project on Privacy APIs or Identity/OIDC/OAUTH2, please join our slack channel #trust-as-a-service on (

Defect Resolution Procedures

Ü will assign all Defects one of four response priorities, dependent upon the problems caused by the Defect. We may re-assign prioritization levels assigned by you in our trouble ticketing system, to reflect the problem descriptions below. Our assignment will be consistent with the problem descriptions described below. Priority categories are as follows:

Severity Level Description
1 (Urgent) **Emergency Issue. **Defect resulting in full or partial system outage or a condition that makes the Ü Platform unusable or unavailable in production for all of your Users.
2 (High) Significant Business Impact. Defect resulting in a condition where major functionality is impacted or significant performance degradation is experienced; issue is persistent and affects many Users and/or major functionality.
3 (Normal) Minor Feature / Function Issue / General Question. Defect results in a component of the Ü Platform not performing as expected or documented or an inquiry by your representatives regarding general technical issues/questions
4 (Low) Minor Problem / Enhancement Request. Information requested on Ü Platform capabilities, navigation, installation, or configuration; enhancement request.

Defect Responses

The priority of a Defect will dictate the timing and nature of the response as specified in the table below:

Defect Severity Level Target Response Time (Standard) Target Response Time (Enterprise)  Target Response Time (Preferred) Solution Definition (one or more of the following)
1 (Urgent) 1 business hours 30 minutes 30 minutes Issue is resolved. Workaround is provided. Fix is provided. Fix incorporated into future release.
2 (High) 4 business hours 2 hours 1 hour Issue is resolved. Workaround is provided. Fix is provided. Fix incorporated into future release.
3 (Normal) 1 business day 12 hours 8 hours Issue is resolved. Workaround is provided. Fix incorporated into future release. Answer to question is provided.
4 (Low) 2 business days 24 hours 12 hours Answer to question is provided. Enhancement request logged.

Support Hours

Ü will provide support for Severity Level 1 Defects on a 24x7 basis. For all other defects, we will provide support during the hours specified below:

Standard Enterprise / Preferred
6AM to 6PM (your local time), Monday to Friday 24 hours a day, Monday to Friday

Support Languages

We provide all technical support in English.


During the Subscription Term, Ü will provide or install Updates if and when they are made generally commercially available by Ü to its customers, at no additional cost to you.

Service Status (coming)

The Ü status page contains information on current production status and will be updated during an outage. After an outage, a root-cause analysis is performed and made available via this page. status page link to be added

Please check the status page before creating a support request. If the status page contains a notification about an outage, our team will already be working on restoring service as quickly as possible. Once the issue is resolved, the status page will be updated to reflect that. There is a button on the page to subscribe to notifications of any changes. A root-cause analysis will be published to the status page once an investigation has been done.

Discovering Security Vulnerabilities We encourage responsible security research on the Ü services and products. We allow you to conduct vulnerability research and testing on our services to which you have authorised access. In no event shall your research and testing involve:

  • Accessing, or attempting to access, accounts or data that does not belong to you or your Authorised Users,
  • Any attempt to modify or destroy any data,
  • Executing, or attempting to execute, a denial of service attack,
  • Sending, or attempting to send, unsolicited or unauthorised email, spam or other forms of unsolicited messages,
  • Testing third party websites, applications or services that integrate with Ü Services,
  • Posting, transmitting, uploading, linking to, sending or storing malware, viruses or similar harmful software, or otherwise attempting to interrupt or degrade Ü services
  • Any activity that violates any applicable law.

Reporting Security Vulnerabilities

If you believe you have discovered a security vulnerability issue, please share the details with us by sending an email to In reporting a potential security vulnerability issue you shall include the following:

  • An adequate description and information regarding the security vulnerability that will allow us to reproduce your steps and the issue
  • Your email address
  • Your name and Twitter handle as you would like us to publicly acknowledge your responsible disclosure

Any sensitive information provided in the email must be encrypted!

add information about our public key

Our security team will acknowledge receipt of your report within 24 hours, provide you with an estimated timetable for resolution of the vulnerability, notify you when the vulnerability is fixed, and, with your permission, publicly acknowledge your responsible disclosure.

Email communication between you and Ü, including without limitation, emails you send to us reporting a potential security vulnerability, should not contain any of your proprietary information. The contents of all email communication you send to us shall be considered non-proprietary. Ü, or any of its affiliates, may use such communication or material for any purpose whatsoever, including, but not limited to, reproduction, disclosure, transmission, publication, broadcast, and further posting. Further, Ü and its affiliates are free to use any ideas, concepts, know-how, or techniques contained in any communication or material you send to Ü for any purpose whatsoever, including, but not limited to, fixing, developing, manufacturing, and marketing products. By submitting any information, you are granting Ü a perpetual, royalty-free and irrevocable right and license to use, reproduce, modify, adapt, publish, translate, distribute, transmit, publicly display, publicly perform, sublicense, create derivative works from, transfer and sell such information.

What kind of integration support can be expected?

Testing and troubleshooting

TODO: List how they can test the integration and troubleshooting

Migration of current users

We support on demand migration for services that already have customers registered in their system. Once migration flow is enabled at the client, users will meet a “change of login service” statement at the client’s authentication dialogue informing them about the migration process and then be redirected to Ü. The client will send the user-data to Ü and Ü will check if the user is already registered and if the primary identifiers (email address or phone number) are verified. If not, the user will be prompted to complete these steps (registration/verification process). If the user already exists in Ü, nothing is imported. The user is now migrated and logged in to Ü and can continue the user journey towards your client application.

In the most trivial case, a user only needs to have the core Ü profile data registered for an account. If a client requires additional profile data for its service, this can be incorporated in the standard authentication process using claims. An example is a service where the user must be over 18. In this case, a user must type in their birthdate to complete the migration process.

Supported environments

Ü officially support the following browsers and platforms:

  • The last 2 versions of any major browsers on mobile and desktop platforms. With the unsupported browsers and platforms, users will receive errors message informing of unsupported device/user agent