Standard Support Services
The following services are included in the standard license/maintenance fee:
- Services that are necessary to allow our customers to successfully run Imaginatik's software when making typical use of the system.
- Configuration changes to a hosted environment which only Imaginatik Support can make (e.g., changing the password security level, enabling Terms of Use).
- Problem handling (e.g., bug report & fix, service outage, DNS error).
- Standard software upgrades.
- Questions related to functionality or configuration options from an adequately trained Administrator.
- Manual upload of person records are free of charge once per calendar month.
Note: Urgent service requests are billable.
Contacting Support
When contacting Support, please provide:
- The specific location where you are working, including a full URL and screen shots when possible.
- The exact steps you followed (if you are reporting unexpected behavior).
- Any other information that may assist in troubleshooting, such as: did the problem occur more than once? Is it affecting only one or several users? If you received an error message, what did the message say?
When you submit a ticket, you can expect to receive a response within 30 minutes. You can track progress through the portal; for best service, please send all related communication through the ticket and avoid sending email.
The following are some tasks you may be looking to accomplish that will require assistance from our Support team:
- Assistance with technology related questions
- Uploading user profiles when using the user upload spreadsheet
- Answering questions not found in this guide
You can also expect to hear from our Support team when it is time for system upgrades, for which you will receive ample notification. We will ask for your permission to proceed with the upgrade and provide you with the appropriate overview & "how-to" information for any new features & functions.
Support Hours
Support is available Monday through Friday, from 3:00 AM through 8:00 PM U.S. Eastern Time/8:00 AM through 1:00 AM UK Time, with the exception of Imaginatik holidays.