Encapture Support Levels

The Imagine Solutions team is proud to provide the most effective technical support in the ECM industry. Our Systems Engineers have, on average, over a decade of experience implementing and supporting ECM systems for major financial, insurance, and government entities.

Two fee-based contract support options are available:

Standard Support Offering:

This includes the standard software assurance program, unlimited e-mail support, unlimited telephone support, unlimited support portal access. The hours of support for the Standard Support Offering are Monday through Friday, 8:00 a.m. to 5:00 p.m. CST.

Premium Support Offering

This is the recommended, most comprehensive support level for business-critical ECM systems. Premium Support includes all of the Standard Support deliverables PLUS 24-7 support response, access to priority support channels, an assigned Sr. Systems Engineer and an annual technical review of the Encapture system.

Maintenance Support Deliverable

Standard

Premium

Software assurance (new versions)
Support portal access
Knowledge base access
Systems Engineer Support Response
Extended Support Response: 7x24x365  
Priority Response (<1 hr. for Sev 1)  
Sr. Systems Engineer Assigned  
Annual Technical Review  

 

Severity Level

Standard Support Response

Premium Support Response

Level 1 2 business hours < 1 business hour
Level 2 4 business hours 2 business hours
Level 3 8 business hours 4 business hours
Level 4 Next day Next day