Customer support

A new approach


Every technology company offers some degree of support, assisting you when a system is having issues. While Imprivata is available for any technical issue, we believe support should go far beyond fixes. We're your strategic partner, helping you utilize best practices and streamline operations.

Think of our support as fuel for your organization.


Support at every level


Imprivata backs award-winning solutions 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, blog posts, software additions and over 2,000 insightful articles. We're focused on taking you to an optimized state — and constantly enhancing the support center to get you there.
  • Case management: Our support center lets you submit a support case, see updates from engineers and view your closed cases. By getting a window into your support history, you can see trends, potential trouble spots and areas for optimization.
  • 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 what’s offered with the Standard Support plan: Premium and Premium Plus.

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 that will provide a single, familiar point of service contact who will take ownership of your deployment and conduct monthly support activity and service reviews. In addition, Premium Plus customers will be 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 that works for you.

Furthermore, we know every environment is unique, with distinctive workflow requirements. So our customer support learns your environment to quickly resolve your issue, because every minute matters.