Support Policy

GSC Identity is the identity software division of Global Spectrum Consultants LLC
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Support Policy

How we support customers of the GSC Identity suite.

Effective date: October 11, 2026 · Last updated: October 11, 2026

1. Scope

This policy describes support for Mission Control, IDENTA, Aurelium, and Identity Vault, whether purchased directly from GSC Identity or through the Microsoft commercial marketplace. A signed agreement may provide additional commitments.

2. Support channels

3. Support hours

Standard support: Monday through Friday, 8:00 a.m. to 6:00 p.m. U.S. Central Time, excluding U.S. federal holidays. Enterprise and Sovereign plans include extended coverage for Severity 1 issues as defined in the customer’s order.

4. Support tiers by plan

Plan Channels Coverage
Identity Vault (all plans), Aurelium Starter Email Standard hours
Aurelium Growth, Mission Control Professional Email, phone Standard hours, priority queue
Aurelium Pro, Mission Control Enterprise, IDENTA Email, phone, scheduled calls Standard hours plus extended Severity 1 coverage
Mission Control Sovereign All channels plus named technical account manager As defined in the customer agreement

5. Severity levels and response targets

Severity Definition Initial response target
1 – Critical Production service unavailable, data at risk, or active security incident 1 business hour
2 – High Major feature degraded with no workaround 4 business hours
3 – Normal Partial loss of function, or a workaround exists 1 business day
4 – Low Questions, documentation, and feature requests 2 business days

Response targets are goals, not guarantees, unless a service-level agreement is included in your order. We assign severity based on business impact and may adjust it as more information becomes available.

6. Escalation

  1. Support: requests are logged, triaged, and assigned.
  2. Engineering: complex issues are escalated to the product engineering team.
  3. Support management: reply “Escalate” to your ticket or call 346-355-6389 if a target is missed.
  4. Executive: unresolved Severity 1 or account-level concerns may be raised with GSC Identity leadership at 940-228-1407.

7. Microsoft commercial marketplace customers

GSC Identity provides all product and technical support for its marketplace offers. Microsoft handles marketplace billing, payments, and refunds. For subscription activation issues, contact us with your Microsoft Entra tenant ID and marketplace subscription ID; we respond within one business day.

8. Customer responsibilities

Customers should provide accurate contact details, reasonable access to relevant information, and cooperation in troubleshooting. Never send passwords, secrets, or API keys through support channels.

9. Exclusions

Support does not cover issues caused by third-party systems outside our control, unsupported configurations, misuse, or custom code not provided by GSC Identity. Implementation and advisory services are available separately through GSC IAM Advisory Services.

10. Maintenance and notifications

We schedule planned maintenance outside business hours when possible and notify administrators in advance of maintenance that may affect availability. Security incidents affecting customer data are communicated as described in our Security Overview.