FAQ - IGEL Universal Management Suite as a Service (UMSaaS)

Introduction

This FAQ addresses key questions about the IGEL Universal Management Suite as a Service (UMSaaS), a cloud-hosted service of the IGEL UMS. UMSaaS enables scalable and secure endpoint management without requiring customer-owned infrastructure.

System Environment

• UMS Version: Configured, managed and maintained by IGEL (latest version provided)

• IGEL OS Version: 12 or higher recommended

• Devices can only connect to one UMS instance (either on-prem or cloud)

• Ideal for distributed environments or cloud-first IT strategies.

Eligibility & Availability

When Will UMSaaS Be Generally Available?

1^st April 2025

What Are the Differences Between UMS On-Prem and UMSaaS?

With UMSaaS, IGEL hosts the UMS in the Cloud and controls configuration, updates, and maintenance. Customers concentrate on device and user management. See the table below that outlines responsibilities:

How is cost allocated to capacity ranges?

UMSaaS is available to all IGEL customers, independent of the number of seats. Pricing is not strictly tied to predefined capacity ranges, ensuring flexibility for deployments of any size.

Security & Compliance

Is My Data Secure in the Cloud?

IGEL doesn’t store any specific personal identifiable information (PII) customer data, just OS configuration data residing in the UMS database.

What Encryption Is Used?

Communications between UMSaaS and OS are encrypted with mTLS (TLS1.3).

Where Is the Data Stored? (Which Country/Region?)

IGEL partners with hyperscalers, like AWS and Microsoft. The data is stored in your chosen region. IGEL offers the ability to have multi region infrastructure.

Who Has Access to the Data?

All details can be found under https://www.igel.com/privacy-policy/

How Does the Cloud Security Compare to On-Premises?

UMSaaS is a generic installation of UMS, the only difference is the UMS version that will be in the cloud.

How Is Access Controlled?

Access to UMSaaS is managed and controlled by IGEL Cloud Specialists. Customers control access to UMSaaS through the IGEL UMS Web App, the IGEL UMS browser-based interface.

What About GDPR, HIPAA, SOC 2, ISO 27001?

IGEL is ISO 27001 certified. This includes UMSaaS.

Can You Provide Compliance Certifications?

IGEL is ISO/IEC 27001 certified; for further information, seehttps://www.igel.com/about-us/press-releases/igel-achieves-iso-iec-27001-certification-sets-new-standard-for-information-security/

What Happens If There Is a Breach?

The customers will receive an IGEL Security Notification (ISN).

Is the Data Backed Up?

All data is backed up in the Cloud daily. The ability to restore or retire data is available to customers, if required.

Cost & Pricing

How Much Will This Cost Compared to On-Prem?

IGEL will support you in evaluating your total cost of ownership. Please contact your IGEL sales representative for more information.

How Is Pricing Structured? (Subscription-Based, per User, per Device?)

UMSaaS SKUs are generally based on the number of seats.

Will I Save Money in the Long Run?

UMSaaS allows you to cut or reduce the costs of your own server hardware and software, as well as the corresponding IT maintenance.

What Are the Total Cost Savings (Hardware, Maintenance, Staffing)?

IGEL will support you in evaluating your total cost of ownership.

Are There Discounts for Volume or Long-Term Contracts?

Absolutely. All details and options are included in the IGEL pricebook.

Performance & Reliability

What Is Your Uptime Guarantee?

IGEL offers a 98.5 % uptime to all of its customers.

Is There a Service Level Agreement (SLA)?

Yes, an SLA is available. Please contact your IGEL sales representative for details.

How Do You Handle Outages?

The handling of outages follows a well-established major incident policy and process within IGEL. Our first priority is to restore services as quickly as possible. IGEL communicates any outages via the IGEL Cloud Serviceshttps://support.igel.com/csm and can provide root cause analysis reports per request.

How Fast Is the Cloud Service Compared to On-Prem?

Predicting the performance of cloud services versus on-premises infrastructure is difficult, as it depends on factors like use case, network latency, hardware, configuration, and workload type.

Are There Latency Issues?

IGEL has designed UMSaaS to be resilient using failover options (kept within the same regions) in order to offer little to no latency.

How Does Scaling Work?

IGEL administrators can adapt the service provision according to changing customer needs (i. e. additional seats).

Can I Easily Add/Remove Users?

You can add or remove users on your UMS Web App.

What Happens During High Traffic Loads?

On rare occasions, high traffic loads (high volume device connection to UMSaaS) will only impact the time needed for the endpoint to receive the configuration.

Integration & Migration

Will UMSaaS Integrate with My On-Prem Active Directory?

Yes.

Do You Offer APIs?

Yes, the IGEL Management Interface (IMI) can be used to connect to UMSaaS.

Is Migration of Existing IGEL On-Prem Installations to UMSaaS Possible?

Yes, an automatic migration process is in development. For the time being, IGEL Customer Success specialists can support you in migrating from on-prem to the cloud environment.

How Long Does the Migration Take?

Configurations and profiles can easily be migrated with the help of IGEL Cloud Specialists, and only device re-registration is expected to take time.

Will There be Downtime?

On UMSaaS upgrades to newer versions and patching, usually expected to take between 15 - 20 minutes. Any administration downtime will be announced at least one week in advance. During downtimes, configuration changes cannot be done, but devices will continue to run with their latest configuration.

Is There Support for the Migration?

A QuickStart Package is part of the UMSaaS subscription, see IGEL-AS Standard QuickStart

Is There a Cost for Migration Services?

Yes. Please contact your IGEL sales representative for more information.

Are There Different Editions of the UMSaaS?

At this point, no.

Will UMSaaS offer 2FA?

Yes.

Will UMSaaS offer SSO?

Yes.

Will UMSaaS Integrate with Third Party IdPs (like EntraID, Okta, Ping etc.)?

Yes, this is already offered as part of the IGEL OS 12 package and fully extends to UMSaaS.

Data Ownerhip & Exit Strategy

Who Owns My Data Once It Is in the Cloud?

All details can be found under Privacy Policy | IGEL

Can I Export My Data If I Decide to Leave?

Yes. Your data will be deleted 30 days after you quit the service. Details can be found in the UMSaaS customer agreement, see UMSaaS agreement.

What Happens If IGEL Shuts Down?

That is not likely to happen, but details on how such cases are governed can be found in the UMSaaS customer agreement, see UMSaaS agreement.

Does IGEL Have a Disaster Recovery Plan?

IGEL uses failover as a disaster recovery plan. Failovers switch to other regions when an issue is encountered in the existing hosting region. Failovers are automatic in the event that a region is unavailable. Failovers remain in specified regions/continents and do not failover outside of existing regions/continents.

Support & Maintenance

What Kind of Customer Support Do You Offer?

Available support packages can be found in the IGEL pricebook. Please contact your IGEL sales representative for more information.

Is 24/7 Support Available?

A 24/7 support option is available.

Is Support via Phone, Chat, Email Available?

Yes.

Who Handles Maintenance and Updates?

IGEL handles maintenance, updates, and configuration of the UMS as a Service.

Is the Maintenance Automatic or Do I Need to Do Anything?

Maintenance is fully coordinated from IGEL.

Can Updates Break Our Integrations?

Cloud Specialists in close contact with our customers are ensuring compatibility to any specific requirements, before updates are rolled out.

Can I test the cloud service before fully migrating?

Yes.

Does IGEL Offer a Free Trial?

Proofs of concept can be arranged with IGEL.

Can I Run a Hybrid Model First (On-Prem + Cloud)?

If you want to operate an on-prem + cloud UMS environment: the devices can only be attached to one UMS, but a split of license between the on-prem and cloud UMS is possible.