ImageTech
‍Support Guide

Support Offerings

Post-Implementation Support (which is specific to a particular project)

Unless otherwise noted, post-implementation support is limited to 2 calendar weeks following
the “go-live” date for a particular project

Software Assurance (aka Software Upgrade Assurance, SUA, or SA)

• Commonly referred to as “maintenance”, SA is an annual subscription that entitles customers to
  software updates (but not labor related to upgrading software/environments), patches, & fixes.
• While typically sold through ImageTech to the end customer, Software Assurance is a direct
  entitlement between our customer and the software/product vendor (ie. Tungsten, Nintex, etc).
• Note that, for Tungsten Automation (Formerly Kofax) in particular, direct support is only available to product-Certified staff—therefore, support tickets should be routed through ImageTech when required.
• Subscription licensing customers have a maintenance/support entitlement that is equivalent to
  above.

Application Support (aka Advanced Support Starter or Unlimited)

• Comprehensive break/fix support for covered software products, as well as the implementation
  of applications and solutions incorporating such software products. Includes customizations.
• Advanced Support extends beyond the typical scope of what a software vendor provides, which is basic break/fix support that is very strictly limited to the product itself, not the environment.
• ImageTech Advanced Support for the solution extends to the environment where the solution
  has been implemented, and includes support for systems integrations and connectors, etc.
• Design, consulting, or implementation tasks/inquiries are outside the scope of solution Support; for that, ImageTech recommends either project-specific services or a recurring Pro Services plan.
• Advanced Support also does not include review of configurations for advice/technical guidance, ImageTech generated detailed technical how-to’s, and adjustments to existing configurations

Note: Customers who have an annual “Advanced Tech Support for Microsoft SharePoint/Office 365
Agreement” with ImageTech are in this category, even if maintenance (SA) is renewed separate from ImageTech. This is a common scenario, since Microsoft licenses, subscriptions, renewals, and Enterprise Agreements are often sold by Microsoft directly (large customers) or by a distributor like CDW or SHI.

Note: Software Assurance is a pre-requisite for Application Support. Fees associated with Software
Assurance and Application Support are according to the quote provided to customer by ImageTech. The rate for Application Support is a fixed fee (not a percentage of software license prices, or tied to a vendor’s software product/pricing) and is subject to review/change prior to each annual renewal.

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How do I contact support?

Send Email: support@imagetechsys.com
Call Support: 717-761-5900, Option 1 for technical support

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What are ImageTech’s standard support hours?

8 AM to 5 PM Eastern US Time, during ImageTech business hours (Monday – Friday)

ImageTech Holidays include:

• New Year (2 days)
• Good Friday
• Memorial Day
• Independence Day
• Labor Day
• Thanksgiving (2 days)
• Christmas (2 days)

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What response time can I expect?

The standard ImageTech Service Level Agreement (SLA) for Support guarantees a maximum 4 hour
initial response time to any support requests. ImageTech defines response time as having an active
conversation either by phone or email with a support representative capable of troubleshooting the
issue. Often, support requests are acknowledged much faster (historical average is 60 minutes).

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Case Numbers

ImageTech will assign a unique case number to each support request we receive. This will be provided to you in our initial response. Please reference the relevant case number in any follow-up communications regarding the support request.

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What information should I provide?

When requesting support from ImageTech, it is extremely helpful if you can collect some information
prior to contacting us and provide it to us with your initial request. Specifically:

• Names and specific versions of the supported product(s) in need of technical support
• Operating system and version for the machine(s) involved
• Contact information for technical staff and any end-users we may need to speak with:
  - Name
  - Phone #
  - Email Address
• Impact description outlining if the problem is with a Production system and what the impact ofthe issue is having on the environment.
• Detailed description of the problem, and steps to duplicate it if applicable
• Description of steps already attempted to resolve the issue