Customer support

An award winning approach


Imprivata’s award-winning customer support services are designed to provide our customers and partners with world-class support. We are committed to ensuring your success with our products by making it easy to get help from us across all of our products.


Support at every level


Imprivata’s solutions are backed up with expert customer support services that are both responsive and proactive:

  • Always-on resources: With one click, you can access our online Support Center for a range of tools, community posts, software updates and our continually growing knowledge base. The knowledge base provides powerful and easy-to-use searches through the entire product set and allows self-service resolution of your problem.
  • Case management: Our Support Center lets you manage all of your support cases with us. Get a window in to your support history for open and closed cases. You can submit support requests, make case updates and see the latest updates from our support engineers.
  • Resolution services: Our highly skilled technical support team provides problem-response services that get you back on track fast.


You have choices


For customers who want maximum value from their investment in Imprivata products, we offer two specialized support programs that go above and beyond the legacy Standard Support plan: Premium and Premium Plus.

Premium Support is designed for the “always-on” environments where down-time has to be avoided. Premium support customers get an SLA agreement promising faster response times and 24/7 emergency support, because you never know when you’ll need assistance.

Premium Plus customers gain a personalized relationship with a Technical Account Manager (TAM). Your TAM will provide a single, familiar point of service contact who will help you maximize your investment in Imprivata. Your TAM will coordinate your technical support relationship with Imprivata, maintain familiarity with your Imprivata deployment, and conduct monthly support activity and service reviews with you. In addition, Premium Plus customers are provided with an allowance of pre-paid services to use at their discretion.

View Premium Plus datasheet


Why it matters


Support should be true to its name. Our methodology emphasizes understanding your goals, needs and challenges to deliver customized support offerings that work for you. To help ensure our support offerings do indeed meet your needs we conduct case-based satisfaction surveys which provide ongoing formal feedback on how we are doing in meeting your needs.