This page is Eido’s service delivery guide: how to reach support, when it is open, how quickly you can expect a reply, and what Eido commits to around incidents, maintenance and change.
For what to put in a ticket so that the first reply can be an answer, see Contact support. For how Eido protects your information, see Security and compliance.
Last reviewed: 13 October 2026
Contacting Eido Support#
Eido Support assists customers with using and configuring the platform, investigating suspected product faults, service incidents, synchronisation and data-quality concerns, and general product questions.
- Support portal: support.eido.io
- Email: [email protected]
Customers with a registered support account can submit requests, review responses and track ticket status through the support portal.
See Raising and escalating a support ticket for how to raise a ticket each way, get a sign-in for the portal, and see every ticket from your organisation.
Support hours and response targets#
How quickly Eido acts on a ticket depends on what it is about.
| What it is | When Eido works on it | Initial response target |
|---|---|---|
| Critical incident: a platform issue, a major incident or a critical service outage (CSO), or a suspected security incident affecting customer data | 24 hours a day, 7 days a week | Within 4 hours during business hours, and within 12 hours at any other time |
| High, medium and low priority incidents that do not affect the platform or security, and every other request | During business hours | Within 1 business day |
An initial response means that Eido has acknowledged the request and started initial assessment or triage. It does not mean that the issue will necessarily be resolved within that timeframe.
These are service targets and are not contractual service-level agreements unless expressly agreed in writing.
Business hours#
Business hours are 08:00 to 23:00 UK time, Monday to Friday, excluding UK bank holidays. They are set to cover the working day in each region Eido is hosted in: the United Kingdom, Europe and the United States.
| Where you are | Business hours in your local time |
|---|---|
| United Kingdom | 08:00 to 23:00 |
| Central Europe | 09:00 to midnight |
| United States, Eastern | 03:00 to 18:00 |
| United States, Central | 02:00 to 17:00 |
Business hours follow UK time all year. For a few weeks each spring and autumn, when the United States and the United Kingdom change their clocks on different dates, the times shown for the United States are an hour different.
A business day is a day that has business hours.
Critical incidents, around the clock#
A critical incident is one of these:
- A platform issue, a major incident or a critical service outage (CSO). The production service is unavailable or materially degraded for multiple users and there is no reasonable workaround.
- A suspected security incident affecting customer data, even where the service remains operational.
Critical incidents are handled 24 hours a day, 7 days a week, including weekends and UK bank holidays. One reported outside business hours is reviewed and actioned within 12 elapsed hours.
Incidents of high, medium or low priority that do not affect the platform or security are reviewed during business hours. One reported outside business hours is picked up when business hours resume.
See Raising and escalating a support ticket for how to report a critical incident.
Onboarding and knowledge base#
Customers can sign up and connect their tenant through Eido’s self-service onboarding process. Assisted onboarding is also available where required and may include account setup, tenant connection, basic configuration and limited training on core Eido features.
Sales and Customer Success normally guide customers through trial and onboarding. Ongoing assistance is then provided through Eido Support, with a self-service knowledge base covering onboarding, product features, tenant connection, troubleshooting and common support questions.
See Signing up, Connecting Intune and Troubleshooting.
Customer access management#
Customers access Eido using Microsoft Entra ID single sign-on.
Customer administrators manage access to their Eido instance, can view current users and assigned roles, and are responsible for reviewing and updating access as users join, change responsibilities or leave. Eido Support can assist with access problems and sensitive changes where appropriate administrator approval is provided.
Incident communication and escalation#
Eido communicates material service incidents to affected customers and aims to provide progress updates at least every four hours during an ongoing material incident, or sooner where material new information becomes available.
Customers may request escalation through the support portal or by email. See Escalating a ticket. Significant incidents may also be followed by a post-incident summary covering impact, resolution and relevant corrective actions.
Data breach notification#
In the event of a confirmed data breach affecting Customer Data, Eido will notify the Customer’s designated primary contact(s) without undue delay and, in any event, within 48 hours of becoming aware of the breach.
Where appropriate, Eido will provide further information as it becomes available, including the nature and known impact of the breach and any relevant mitigation or corrective actions.
Service requests and product enhancements#
Customers may request new or amended dashboards, reports, data sources, integrations, configuration assistance or other product enhancements through Eido Support. Requests are assessed by Eido’s Product team and the outcome is communicated back through Support.
Customers keep track of the enhancements they would like, and prioritise them with Eido on regular calls with their Customer Success Manager.
A request may be addressed through existing functionality, considered as a product enhancement, or require separate technical scoping and commercial agreement. Submission does not guarantee delivery or a particular release date, and bespoke development or extensive implementation work is outside standard support unless separately agreed.
Escalating a request for a decision#
Where a customer needs a decision on a request, or does not agree with the outcome, the request can be escalated.
- How to escalate. Raise it directly with your Customer Success Manager, giving the request, the business reason for it and any date it is needed by.
- What happens. The Customer Success Manager takes the request to Eido’s Product team for a decision and tells you the outcome and the reason for it.
- What it does not change. Escalation makes sure that a decision is made and communicated. It does not guarantee that a request is delivered, or when.
Data quality and synchronisation#
Customers can view synchronisation status within Eido and can manually trigger synchronisation when required. Eido monitors synchronisation health and investigates material issues through its support process.
Customers may report stale or delayed data, failed synchronisation, Microsoft Graph or API issues, missing or inconsistent records, or unexpected report results. Eido investigates the likely cause and provides appropriate guidance or escalation.
See What Eido syncs.
Planned maintenance#
Eido aims to provide at least seven days’ advance notice of planned maintenance. Where urgent maintenance is required, notice is provided as soon as reasonably practicable.
Where practicable, planned maintenance is scheduled outside 08:00 to 20:00 in the local time of the customer’s selected hosting region to reduce disruption.
Product and service changes#
Eido regularly updates and improves the service. Release notes and relevant product-change information are normally communicated to customers by email, with reasonable advance notice of material customer-impacting changes where practicable.
Changes required for security, legal, availability, reliability or third-party platform reasons may be implemented more quickly. The product roadmap is shared with customers regularly. It is indicative, subject to change and does not create a delivery commitment.
See the Release notes.
Change management and rollback#
Changes to the service follow a controlled release process. Each change is reviewed, tested away from production, and deployed by an automated pipeline, region by region. See Secure development and vulnerability management.
Every release has a recovery path, agreed before it is deployed. If a release causes a problem in production:
- Eido’s preference is to roll forward. A fault is corrected with a further release wherever that is the quickest and safest way to restore normal service, because it keeps customers on the current version and avoids a second change in the opposite direction.
- Rolling back is the last resort. Where rolling forward would not restore service quickly enough, the previous version of the application is redeployed. A release can be rolled back in this way without loss of customer data.
- Data can be restored independently of the application. Where a change has affected data, the database can be restored to any point in time in the last 7 days. Backups are taken every 24 hours, and a weekly backup is kept for four weeks. See Backup and recovery.
- Decision to roll back. Made by Eido’s service delivery team, together with engineering.
A change that affects customers is handled as an incident: affected customers are told, kept up to date while it is being resolved, and may receive a post-incident summary afterwards. See Incident communication and escalation.
Service availability#
Eido targets 99.9% monthly service availability.
This is an operational service objective and is not a contractual SLA or service-credit commitment unless expressly agreed in writing. Planned maintenance, urgent maintenance and circumstances outside Eido’s reasonable control may affect service availability.
Formal complaints#
Formal complaints may be submitted through the support portal or support email and are escalated to Eido management. Eido aims to acknowledge complaints within two business days and provide a substantive response within 30 calendar days, explaining any delay where more time is required.
These are service targets and are not contractual SLAs unless expressly agreed in writing.
At the end of a contract#
Customers can export their information from Eido at any time, subject to their permissions, and should complete any exports they need before the service ends.
Eido deletes a customer’s organisation within 30 days of the end of the contract, or sooner where the customer asks for its data to be deleted. Deleting the organisation means that its users are removed and can no longer sign in, and each linked Intune tenant is removed with everything collected from it. The organisation’s audit log is kept for a further 30 days and is then deleted. Copies in encrypted backups expire with the backups themselves, within four weeks.
The retention period for each kind of record is listed under Data retention and deletion.
Customer responsibilities#
Customers are responsible for maintaining the Microsoft licences, permissions, identity controls and tenant configuration required for Eido to operate, managing their own users and access, and providing accurate and sufficient information when requesting support or responding to an investigation.