Submit a Case

If you have a question or want to report an issue about a module within the product, click on the “Submit a Case” button.

Submit a Case

 

Contacting Technical Support

Technical Support is open from 7:00 am to 5:00 pm Monday through Friday, PST (excluding U.S. holidays). Our preferred method of contact for reporting issues is via email to support@imanami.com. If you are unable to use email, you may also contact us via phone at (925) 371-3000 (option 3).

Support Type

Cost

Turnaround

Pre-Sales Trial Program*

FREE

24 hours

During-30 day Evaluation

FREE

48 hours

With Maintenance

FREE

72 hours

 

*An Imanami Account Manager will need to recommend you for this program. Please send an email to sales@imanami.com for more information.

 

When contacting Technical Support you will need to provide the following information:

  • Contact Name
  • Title
  • Company Name
  • Email Address (Business email only)
  • Phone Number
  • GroupID Module (Automate, Reports, Self-Service, Synchronize & Password Center)

Product Information

  • Product Build Number (6.0.x.x) — Located in Help > About in the
  • GroupID console
  • Version of Exchange (including Service Packs)
  • Version of Operating Systems (including Service Packs)
  • Version of Browser
  • Version of Internet Information Server (IIS)

Problem Summary

  • Title
  • Severity Level
  • Complete Description of Problem
  • Detail steps already taken to resolve the issue
  • Please be prepared to email any customized file(s) created or screen shots detailing the issue

An Imanami Support Engineer will reply back with a case number for the reported issue. Work on the reported issue will occur in the order it was received.

Reported issues will progress through our Tiered Support process based upon Severity and Maintenance Agreement Level.