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 issues, we believe support should go far beyond fixes. We're your strategic partner, helping you utilise best practices and streamline operations.

Think of our support as fuel for your organisation.


Support at every level


Imprivata offers 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 centre for a range of tools, blog posts, software additions, and over 2,000 articles. We're focused on taking you to an optimised state — and constantly enhancing the support centre to serve your interests.
  • Case management: Our support centre 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 optimisation.
  • 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 specialised support programmes that go above and beyond what’s offered in 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 personalised relationship with a Technical Account Manager who will provide a single, familiar point of service contact for you, taking ownership of your deployment and conducting 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. 



Why it matters


Support should be true to its name. Our methodology emphasises understanding your goals, needs, and challenges to deliver customised support that works for you.

Furthermore, we know every environment is unique, with distinctive workflow requirements. So, our customer support team tailors their support to your specific your environment and workflow needs in order to quickly resolve any issues your team may encounter.