Legacy Body

What it is

Imprivata backs our award-winning solutions with expert, responsive support services. Choose from a range of support options based on your needs.

Technical Support for Imprivata OneSign

Why it matters

Imprivata OneSign is typically part of critical clinician workflows. Choosing the right support plan will help you ensure your OneSign environment is available for your clinicians when they need it. Whether you want fast access to product updates or a personalized relationship with a dedicated senior engineer, the Imprivata Technical Support team will work with you.

How we work

All OneSign support packages offer:

  • Access to the latest software releases and updates
  • Web-based access to technical resources and product downloads on the Imprivata Support Center
  • Problem response and resolution from a highly skilled Technical Support team

Standard Maintenance and Support

In addition to problem resolution and software updates, the Standard plan includes:

  • Unlimited support case logging/tracking by phone or online during regular business hours
  • Online Request for Enhancement submissions
  • Three named support contacts

Premium Maintenance and Support

A Premium Maintenance and Support plan extends the benefits of the Standard plan with:

  • 24 x 7 coverage for emergency (production-down) situations
  • Six named support contacts
  • Expedited appliance or component replacement, regardless of hardware warranty status
  • Accelerated response times to support cases, based on priority

Dedicated Technical Support Engineer (DTSE)

The DTSE plan enhances Premium Maintenance and Support with direct access to a dedicated, senior-level Technical Support Engineer. The plan offers:

  • Personalized support from an engineer with detailed knowledge of your implementation, IT infrastructure, and technology plans
  • Annual onsite architecture review
  • Quarterly account status review
  • Bi-annual product roadmap discussions with Imprivata Product Management
  • Priority handling of technical issues

“We have a great relationship with Imprivata. It has given us a strong foundation for managing authentication even as we change and grow.”  Frank Fear, Memorial Healthcare

Technical Support & Services for Imprivata Cortext

Why it matters

Imprivata Cortext is designed to be easy-to-setup for administrators and easy-to-adopt for clinicians. Our support & services methodology focuses on understanding the goals, needs and challenges of your organization and developing a customized approach to secure communication based on your particular environment and workflow.

How we work

Cortext Free Support

In addition to problem resolution and updates, the free Cortext support plan provides online support which includes:

  • Unlimited support case logging/tracking online
  • Unlimited access to the Cortext community forum
  • Unlimited access to online knowledge articles and rollout best practices

Enterprise Support & Services

The Cortext Enterprise support and services plan provides all of the benefits of the Cortext Free plan plus:

  • Phone support
  • Four hour response time service level agreement
  • Dedicated customer service representative who will assist in all stages of your Cortext rollout to ensure high utilization and adoption

Rollout services in this plan include:

  • Educational sessions about Cortext to your care providers or executive team
  • Training for your IT department on what to expect during the rollout process, and frequently asked questions from end-users
  • Training for your end-users on how to setup and use Cortext
  • Live remote or onsite assistance with your Cortext rollout
  • Setting up your ongoing management strategy