While Imanami strives to produce the best quality software, it is virtually impossible to test against all scenarios and software environments. Occasionally, we may have an issue arise which may impact product performance or functionality. Customers should address these situations through the technical support department described in the Imanami Client Services document.
Imanami Sales will help you choose the right technical support program that fit your needs with options including 24/7, Online, and Email Support.
The goal of Imanami Support Programs (Bronze, Gold, and Platinum) is to provide our customers with the tools and knowledge needed to identify any technical issue they have experienced. Once identified, Imanami’s Technical Support team will be able to recommend the next steps required to resolve the issue, which may include an update to the latest hotfix or service release of our product. It may even include migrations of past product, as well. In some situations, we may determine that an escalation is required in order to further isolate the issue and potentially resolve it with a private hotfix. Your technical support representative will tell you the appropriate steps to take in order to resolve the technical product issues.
For the purpose of this policy, the following support definitions apply: