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Pre-sales customer issues will be addressed using the response times of a Platinum maintenance customer during the evaluation period. Responses for pre-sales customers will be provided during our normal business hours (7:00 am to 5:00 pm Pacific Time).
Post-sale customers that have purchased a Platinum Maintenance Agreement will receive 24/7 support. They will also receive on-call priority escalation for Severity 1 & 2 production issues 24/7, as well.