Imprivata Maintenance and Support

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Imprivata offers the maintenance and support described within this document for Imprivata OneSign and OneSign Anywhere. The descriptions that follow apply only to the maintenance and support offered directly from Imprivata, Inc. Imprivata’s resellers may offer different maintenance and support options and should be contacted for information specific to their policies.

Term and Pricing of Imprivata Maintenance and Support

The “Initial Support Period” shall be the period commencing on the date Imprivata ships the appliance to the customer through the period ending on the last day of the 12th month following the ship date (the “Initial Maintenance and Support Period”). Upon expiration of the Initial Maintenance and Support Period, maintenance and support shall automatically renew for successive twelve month periods (each an “Annual Maintenance and Support Period”) unless one party provides the other with written confirmation of non-renewal at least thirty (30) days prior to the expiration of the applicable Initial Maintenance and Support Period or Annual Maintenance and Support Period.

Notwithstanding the foregoing, Imprivata shall not terminate Maintenance and Support without cause if Imprivata is then providing Maintenance and Support to other similarly-situated customers, providing that Imprivata may, upon sixty (60) days’ notice, change the Maintenance and Support descriptions or pricing effective at the start of the next term hereunder. Either party may terminate Maintenance and Support if the other party fails to cure a material breach of this Maintenance and Support policy within thirty (30) days after receipt of written notice of such breach from the party not in default.

In the event of a lapse in coverage in Maintenance and Support, any reinstatement of Maintenance and Support shall be subject to payment by Customer of all Maintenance and Support fees that would have been payable from the time the customer discontinued Maintenance and Support to the time of its reinstatement, plus an additional 25% reinstatement fee on all back Maintenance and Support accrued.

Fees for Imprivata Maintenance & Support shall be based on the then current Imprivata price for Maintenance and Support.

Imprivata Software Maintenance

Imprivata may from time to time provide releases of software to correct defects, as maintenance releases, as upgrades to system base software in new major releases, and other software updates which may be made generally available by Imprivata. Software releases will be made available via remote download.

New software features and functionality offered in major new releases, if priced separately, are not included in software maintenance. Additionally, any incremental hardware required to support new software features and functionality is also priced separately.

Imprivata Hardware Maintenance

If Imprivata determines that the failure of an appliance that is covered under Maintenance and Support is due to defective hardware, the defective appliance will be repaired or replaced at Imprivata’s discretion according to the terms of the customer’s Maintenance and Support plan as described below.

The appliance warranty period runs from the date Imprivata ships the appliance to the customer through the period ending on the last day of the 12th month following the ship date.

Defective appliances are not repaired onsite.

Imprivata Hardware Maintenance is exclusive of all third-party authentication devices. Imprivata will pass along the manufacturer’s warranty for all third-party authentication devices.

Imprivata Hardware Maintenance is not available to customers who purchase only virtual appliances.

Imprivata Standard Maintenance and Support

Appliance Return and Repair Process, within the 12-month warranty period

  1. Customer opens a case with Imprivata Technical Support to report the appliance-related issue.
  2. Imprivata Technical Support will perform a series of troubleshooting steps to determine if the issue is due to faulty hardware.
  3. If Imprivata Technical Support concludes that the issue is due to a hardware defect, a standard service pre-paid electronic return label will be issued to the customer for the return of the defective appliance. The customer is responsible for properly packaging the appliance for shipment.
  4. Once the defective appliance is received by Imprivata:
    1. Imprivata will repair any defective Imprivata OneSign appliance or OneSign Anywhere appliance at no cost to the customer, including shipping and handling costs.
    2. If the appliance cannot be repaired, the defective appliance will be replaced with a refurbished appliance.
  5. Repairing or replacing a defective appliance does not extend the initial 12-month warranty period.
  6. The repaired or replacement appliance will be shipped by Imprivata to the designated location at no cost to the customer, including shipping and handling costs.
  7. The repaired or replacement appliance will be shipped to the customer via standard shipping service within ten (10) business days of Imprivata’s receipt of the defective appliance.

At Imprivata’s discretion, a field replaceable component may be provided at no cost instead of using the appliance return and repair process.

If a future release of Imprivata OneSign software requires a later model of the appliance or a replaceable component, Imprivata will supply a replacement appliance pair or component at no cost to the customer, including shipping and handling costs. The original 12-month warranty will not be extended for the later model appliance or component.

If a future release of Imprivata OneSign Anywhere software requires a later model of the appliance or a replaceable component, Imprivata will offer a replacement appliance or component to the customer at the then current Imprivata price. The later model appliance will include the standard 12-month warranty.

Appliance Return and Repair Process, after the 12-month warranty expires

  1. Customer opens a case with Imprivata Technical Support to report the appliance-related issue.

  2. Imprivata Technical Support will perform a series of troubleshooting steps to determine if the issue is due to faulty hardware.

  3. If Imprivata Technical Support concludes that the issue is due to a hardware defect, Imprivata will offer a replacement appliance or component to the customer at the then current Imprivata price.

  4. The replacement appliance or component will include the standard 12-month warranty.

If a future release of Imprivata OneSign or Imprivata OneSign Anywhere software requires a later model of the appliance or a replaceable component, Imprivata will offer a replacement appliance or component to the customer at the then current Imprivata price for the later model appliance or component. The later model appliance or component will include the standard 12-month warranty.

Imprivata Premium Maintenance and Support

Appliance Replacement Process, regardless of warranty status

  • Customer opens a case with Imprivata Technical Support to report the appliance-related issue.

  • Imprivata Technical support will perform a series of troubleshooting steps to determine if the issue is due to faulty hardware.

  • If Imprivata Technical Support concludes that the issue is due to a hardware defect, Imprivata will ship a refurbished Imprivata OneSign appliance as a replacement to the customer via an expedited shipment method within one (1) business day of Imprivata Technical Support’s conclusion that the hardware is defective.

    • Imprivata will use overnight shipping services when they are available for the destination, excluding customs clearance.

    • The customer is required to return the defective appliance to Imprivata within fifteen (15) business days. Packing materials will be included with the replacement appliance as well as a pre-paid return label for the purpose of returning the defective device. Imprivata reserves the right to charge the customer the then current Imprivata price for the appliance if not returned.

At Imprivata’s discretion, a field replaceable component may be provided free of charge instead of using the appliance replacement process.

If a future release of Imprivata OneSign software requires a later model of the appliance or a replaceable component, Imprivata will supply a replacement appliance pair or component at no cost to the customer, including shipping and handling costs.

If a future release of Imprivata OneSign Anywhere software requires a later model of the appliance or a replaceable component, Imprivata will offer a replacement appliance or component to the customer at the then current Imprivata price for the later model appliance. The later model appliance will include the standard 12-month warranty.

Imprivata Technical Support

Imprivata provides technical support to customers according to the terms associated with the Standard and Premium Maintenance and Support plans. The sections that follow describe the features of Imprivata Technical Support as they apply to the Standard and Premium plans.

Overview of Technical Support Features

Feature Standard Maintenance and Support Premium Maintenance and support
Product-Related Updates New major releases, service packs, hot fixes and critical fixes. For purchased products and features only.

 

For purchased products and features only.
Online Technical Support Unlimited access to the online Imprivata Customer Center which includes the Knowledge Base, product downloads, product documentation and online case management via the Self-Service Portal. Staffed only during regular support center business hours. Unlimited Unlimited
Telephone Support Access to Imprivata Technical Support via telephone during regular support center business hours. Unlimited Unlimited Emergency (production- down) support is also available outside of regular support center business hours. Premium Support customers are required to enter their Premium Support PIN when calling Imprivata Technical Support.
Named Contacts Customer representatives who are authorized to use the Imprivata Customer Center and call Imprivata Technical Support to report product issues. 3 6

Imprivata Technical Support Centers and Regular Business Hours

There are two Technical Support Centers assisting Imprivata customers worldwide.

US Support Center EMEA/APAC Support Center

Location: Lexington, Massachusetts

Assisting customers in: The Americas

Regular Business Hours: Monday through Friday from 7:00am to 7:00pm US Eastern, excluding holidays observed in the United States

Location: Uxbridge, England

Assisting customers in: Europe, the Middle East, Africa, Asia, and Australia

Regular Business Hours: Monday through Friday from 8:00am to 6:00pm UK, excluding holidays observed in the United Kingdom

 

Refer to our online Customer Center for a list of holidays observed in the United States and the United Kingdom, respectively.

Scheduled Closures

Imprivata Technical Support Centers may reduce hours of availability from time to time for the purpose of training or company-wide events. Access to emergency support for production-down situations will be provided during these times and non-emergency requests submitted during the closure will be responded to within one business day following the closure.

Advanced notice of reduced hours will be provided via the online Imprivata Customer Center and the telephone system greeting at least one week prior to the scheduled event, when possible.

Contacting Imprivata Technical Support

Imprivata offers two methods for contacting Imprivata Technical Support – online via the Imprivata Customer Center, and via telephone.

Online via the Imprivata Customer Center

Located online at https://support-imprivata.secure.force.com/, the Imprivata Customer Center is available to registered customers who have purchased Imprivata Maintenance and Support – login credentials are required. Within the Imprivata Customer Center customers will find helpful solutions to the most commonly-asked questions, browse a documentation library to download product information, technical bulletins and troubleshooting guides, and submit new support requests or update previously-submitted support requests via the self-service portal.

The self-service portal is staffed only during regular support center business hours. New cases or case updates submitted outside of regular business hours will be processed during the next business day.

By Telephone during Regular Business Hours

Imprivata Technical Support is available via telephone to all customers during regular support center business hours.

Premium Maintenance and Support customers are required to enter their Premium Support PIN when contacting Imprivata Technical Support via telephone for assistance.

Customers may contact Imprivata Technical Support via telephone using the telephone number specified for their geographical location.

By Telephone outside of Regular Business Hours

Premium Maintenance and Support customers may contact Imprivata Technical Support outside of regular business hours for assistance with an emergency (production-down) situation using the telephone number specified for their geographical location and entering their Premium Support PIN when prompted to do so.

Support requests that are made via telephone outside of regular business hours will be promptly routed to a support engineer for response. The support engineer will work on the issue to the best of their ability and if necessary, will escalate within Imprivata Technical Support and engage engineering for assistance.

Telephone Numbers

Customers should refer to the table below for the telephone number for Imprivata Technical Support, based on their geographical location.

Customer Location Imprivata Technical Support Phone Number

EMEA/APAC SUPPORT CENTER

 

United Kingdom +44 (01923)369045
Austria +43 720883092
Belgium +32 (0)2 808 55 86
Denmark +45 70143085
France +33 (0)1 84 88 00 15
Italy +39 06 9480 0186
Netherlands +31 (0)20 716 8330
Switzerland +41 (0)22 518 11 79
All other EMEA/APAC locations +1 408 854 7891
US SUPPORT CENTER  
North America 800 935 5958
All other locations 408 987 6072

 

Service Levels

Initial response times and target resolution times are determined by the priority of the issue based on business impact.

Priority/Definition Business Impact Standard Maintenance and Support Premium Maintenance and Support
Initial Response Time Target Resolution Time Initial Response Time Target Resolution Time
0 - Emergency Production-Down Issue Critical/Loss of Service – The Imprivata OneSign or OneSign Anywhere appliance does not function in a production environment and business is severely impacted. No alternative solution or workaround is currently available. Within 2 business hours Within 1 business day Within 1 hour Within 1 day
1 - High Level Production Issue Major Impact – A major function or feature of Imprivata OneSign or OneSign Anywhere is failing. The issue severely restricts the usability of the appliance within a production environment, but the appliance itself is running. Project deployment is delayed. No alternative solution or workaround is currently available. Within 4 business hours Within 7 business days Within 2 business hours Within 5 business days
2 – Minor Issue Minor Impact – The Imprivata OneSign or OneSign Anywhere appliance is running with a minor flaw and the usability of OneSign or OneSign Anywhere is not affected, moderately affected, or impacts a small number of users. A workaround may be available. Within 1 business day Next release Within 4 business hours Next release
3 – Request for Enhancement, Instructions, or Information No Impact - Customer suggests improving or altering some existing functionality or requests a new feature. Customer requests instructions for existing functionality. Customer requests information. Within 5 business days No commitment Within 2 business days No commitment

 

“Resolution” as used above means either providing the customer with a workaround to alleviate the impact of the issue in an effective manner, or providing the customer with a newer version of the software to resolve the issue programmatically.

Support Case Escalation Process

Imprivata Technical Support is structured into three tiers which together help to resolve product-related issues in a manner that is timely, effective, and to the customer’s satisfaction. Below is a description of each of the tiers within Imprivata Technical Support:

Tier 1 Support

The first responders - all support cases start here. Cases are worked by a Tier 1 Support Engineer until they are resolved within a reasonable timeframe or require senior-level (specialist) technical assistance in which case they are handed off to the Tier 2 team via our escalation process. The Tier 1 team may request detailed diagnostic information from the customer before escalating the case to the Tier 2 team. The customer is notified when their case has been escalated to Tier 2.

Tier 2 Support

The Tier 2 team will continue to work the case towards resolution and may engage engineering for assistance if necessary. The Tier 2 team will work on the case until it has been resolved, or it has been determined that a change to the software is required in order to resolve the issue. When a software change is required, the case will be escalated to the Tier 3 team for engineering work. The Tier 2 team may request detailed diagnostic information from the customer before escalating the case to the Tier 3 team. The customer is notified when their case has been escalated to Tier 3.

Tier 3 Support

The Imprivata executive team is made aware of all cases that have been escalated to Tier 3 for engineering work. Cases received by the Tier 3 team are categorized as follows:

Appliance/OneSign or OneSign Anywhere Service Issue: When a case is categorized as an Appliance/OneSign or OneSign Anywhere Service Issue the Tier 3 team will require a set of server logs to send to the engineering team. Once the engineering team has reviewed the logs, they may recommend configuration changes or request a remote session to connect in to the appliance to investigate the issue further.

Agent-related Issue: When a case is categorized as an agent-related issue it may, for example, involve an unexpected behavior that occurs only when the OneSign agent is running. Often, issues that involve the agent cannot be reproduced in our lab and as such require remote access to the site where the issue is occurring via one of the following methods:

  • VPN access to the customer environment and application installed on the VPN machine

  • Obtain a VM image of a machine with VPN setup that demonstrates the issue

  • A machine exhibiting the behavior is shipped to Imprivata for debugging

Unfortunately, remote access through Webex or other remote software is not sufficient for debugging purposes as it does not allow the engineering team to run through the issue in a debugging environment.

Issues may take longer to resolve if no remote access is permitted to the environment and we cannot reproduce the issue in our lab, especially where there is an issue with learning an application.

In both agent-related and appliance/OneSign or OneSign Anywhere Service-related issues, the engineering team will arrive at one of two possible conclusions after a thorough investigation:

Product Defect: If the case results in the discovery of a product defect, the timeframe for a fix will be determined by the priority of the issue and the risk-level of the fix relative to its effect on surrounding code.

The factors that determine the priority of the issue are:

  • the support level of the customer, and
  • the severity (impact) of the issue, and
  • the potential for the issue having a widespread impact on Imprivata customers

In some cases, the issue may have been fixed in a release that is generally available and the customer would be asked to upgrade to the release containing the fix.

If the issue is to be fixed in a future release, we will notify the customer of an estimated timeline for the fix and once again, notify them when the fix has been released.

Customers are strongly encouraged to test all changes (such as defect fixes, new releases and new versions) to the enabled programs in a test environment before deploying them into a production environment.

Configuration change:  In some cases, the issue is resolved by changing a configuration setting on the server or the agent. Configuration changes and any known risks associated with them are reviewed with the customer before the change is made to the production environment.

Field Escalation Support

Field escalation support is not available as a standard service offering through our Standard and Premium Maintenance and Support plans.

On rare occasions when a high-priority issue cannot be resolved in a timely fashion through normal process and escalation procedures, field escalation support may be made available. Customers will be charged the then current daily service rate plus travel and expenses for this service, provided that if engineering confirms that at the issue is due to a product defect, no charges will be incurred by the customer.

Customer Responsibilities

Customers can help to ensure that their Imprivata product issues are resolved as quickly and effectively as possible by:

  • Using only Imprivata-approved OneSign or OneSign Anywhere appliances and software.

  • Designating at least one Imprivata-trained contact per location.

  • Allowing Imprivata reasonable access to their computer system and necessary data for troubleshooting purposes.

  • Promptly testing and installing all changes and/or updates furnished by or on behalf of Imprivata.

  • Thoroughly testing all changes (such as bug fixes, new release, and new versions) to the enabled programs in a test environment before deploying them into a production environment.

Summary Usage Data

In order to assist Imprivata in providing proactive support to Customer, Imprivata collects summary data regarding Customer’s use of OneSign.  Such data includes daily usage statistics, Software version information, user and computer statistics, number of deployed and enrolled users per application, and number of logins per application per day.  Imprivata does not collect any personal information about Customer’s employees (including user names, passwords or demographic information) or protected health information about its patients, and the data collected is available to Customer upon request.   If Customer wishes to opt-out of the delivery of this summary data to Imprivata, it can do so by contacting Imprivata Technical Support as set forth above.

Exclusions

Imprivata supports the then current and one prior version of the OneSign or OneSign Anywhere software, but in all events will support any shipping version of OneSign or OneSign Anywhere for a minimum of twelve (12) months. Maintenance & Support hereunder does not cover any damage or failure resulting from any cause beyond Imprivata’s reasonable control, including without limitation, unauthorized or third-party modifications or repairs, products not supplied by Imprivata, or any product failure that Imprivata determines is not a result of failure in the products or Maintenance & Support provided by Imprivata. In addition, Maintenance & Support does not include replacement or reconditioning of products which do not contain the current or immediately prior version of software; which have been subjected to excessive wear or deterioration; or which have not been used in accordance with applicable product specifications.

Imprivata may elect not to provide Maintenance & Support to any customer which is not current in all payments owed to Imprivata, including any applicable Maintenance & Support fees.