iMedica: Committed to Excellent Support
Just buying a world class product is the beginning. The second piece is how well the company supports its clients. We have earned an outstanding reputation for prompt, effective responses to our clients needs. iMedica's support team-based in Dallas, Texas-is extremely knowledgeable, courteous, and helpful.
iMedica's goal is to allow you to submit your questions and receive your answers the way you prefer. We currently accept phone calls, e-mails and instant messaging chats from our customers. Either way you contact us, we will acknowledge and confirm all questions with a case. Cases will be tracked daily and worked in order of priority.
- Priority 1 (Available 24 hours a day)
A server is down and you are not able to use the application. These cases are handled immediately and our goal is to respond to all Priority 1 issues within 30 minutes. - Priority 2
A part of the application may not be functioning correctly, but overall the system is working. These cases will be handled in a rush priority and our goal is to have Priority 2 cases handled within 24 hours. - Priority 3
Enhancement requests as well as other, non-urgent issues. These issues may be referred to the product manager for consideration for future development. Priority 3 cases are handled as non-priority but will result in a timely resolution.
You will be contacted via an phone call or email with updates to your case progress.
After-Hours Support
After Hours Support is available to all iMedica Customers 24 x 7. The support representative on call is notified immediately when a request is phoned in and a message is left.
- " After-Hours Support is for Priority 1 cases only. Our goal is to respond to all Priority 1 issues within 30 minutes of receipt. You will receive an acknowledgement by phone or email stating that a support representative is working on your case.
