Imprivata Customer Welcome Kit - New Customer for Imprivata PatientSecure

Welcome to Imprivata

Thank you for being a valued Imprivata customer. We believe a close partnership can position your organization for success and our mission is to ensure that your organization maximizes the value of the investments made in Imprivata solutions. As you begin your journey with Imprivata PatientSecure, we wanted to provide you with detailed information specific to your account team, engagement processes, as well as other tools offered to you that will allow the opportunity to learn best practices from fellow customers and Imprivata, broaden your knowledge of Imprivata solutions and streamline overall operations. We look forward to ensuring your success with Imprivata PatientSecure in addition to the other investments you’ve made with Imprivata solutions.


Omar Hussain President and CEO Imprivata

Carina Edwards Sr. Vice President, Customer Experience

Your Journey With Imprivata The key stages of your journey with Imprivata are featured below to reinforce the dedicated resources offered every step of the way to ensure you maximize the investments made in Imprivata solutions.

We look forward to taking this journey with you.

Ensuring Overall Success with Your Imprivata Solutions

Staying Connected with Imprivata

Successfully Deploying Your Imprivata Solutions

Educating Your Organization for Continued Success

Achieving Success with Customized Support

Ensuring Overall Success with Your Imprivata Solutions Imprivata values our customers and believes that a close partnership can position your organization for success. As you begin your journey with Imprivata, there is a core team of Imprivata resources dedicated to helping you and ensuring overall success and satisfaction with Imprivata and our solutions.

Imprivata Sales Representative: Your sales representative will be responsible for overall account management including access to new products and purchases.

Imprivata Customer Advocate: Customer Advocates are responsible for ensuring your organization’s success and satisfaction with our product and services. Your customer advocate will: • Ensure you are engaged with the right resources during all aspects of your engagement with Imprivata • Proactively work with you to understand your organization’s changing environment so that we can review and provide feedback for consideration in your planning process • Work with your team to develop deployment plans to increase user utilization • Provide ongoing communication on upcoming features and releases as well as industry events and user conference updates Imprivata Renewal Representative: If you have purchased a perpetual product, your renewal contact will work with your organization to process annual maintenance and support agreement renewals. If you have purchased a subscription product, your sales representative will work with your organization on quotes and orders beyond year one.

Please be sure to contact your customer advocate, sales representative or renewal representative if you require any assistance.

Ensuring Overall Success with Your Imprivata Solutions


Successfully Deploying Your Imprivata Solutions

Imprivata’s goal is to ensure your deployment is successful through implementation and on a continual basis. Our professional services team will provide your organization with a deep understanding of our solutions and be a part of every stage of your technology adoption lifecycle:

Project Readiness: Our experts evaluate your environment from clinical and IT perspectives to create a customized implementation plan that works for your organization

Implementation: Our team of project managers, solution architects and implementation consultants will work with you to manage, configure, test and deploy in your environment, getting your organization up and running with minimal disruption to your workflow

Education: We deliver role-specific training that ensures ongoing success and empowers your administrators, clinical staff, project managers, helpdesk staff and others to use, manage and maintain your Imprivata solution

Optimization: Our experts focus on workflow analysis to transform your environment and ensure end users are more productive so they can focus on patient care

Maintenance: From upgrades to new functionality, we help you navigate changes at every point. Proactive planning is essential to ensure you are getting all of the benefits we have to offer

Successfully Deploying Your Imprivata Solutions


Achieving Success with Customized Support

Imprivata’s mission is to ensure your organization is successful with Imprivata solutions by delivering world-class support across the globe. We offer customer support plans to help you utilize best practices and streamline operations. As your business needs and requirements change over time, it is important to know that Imprivata can help support those changes.

Imprivata Standard Support • Business day access to Imprivata customer support team • 24/7 access to Imprivata Support and Learning Center (see details below) • Unlimited support cases

Imprivata Premium Support Provides your organization with these key features:

• 24/7 after-hours support on Critical issues • Imprivata appliance replacement coverage beyond warranty • Advance replacement for Imprivata appliances • Appliance upgrades at no additional cost

Imprivata Premium Plus A supplement to Premium Support, includes these added benefits:

• Designated Technical Account Manager • Support activity analysis and reporting • Provision of an annual allowance to use for ad-hoc services • Assistance with co-ordination of multi-vendor troubleshooting efforts • Annual onsite architecture review with Technical Account Manager

We encourage you to reference the Imprivata Customer Support overview page for details on our complete customer support plan offerings.

Achieving Success with Customized Support


Imprivata Support and Learning Center In addition to our customer support plans, the Imprivata Support and Learning Center will serve as your 24x7 destination for useful resources, including product-related information and documentation, which will help your organization succeed with Imprivata solutions.

By logging on to the Imprivata Support and Learning Center, your organization will have access to:

• Helpful knowledge articles that provide answers to common product questions and issues • Available product downloads • Choosing to be notified of product Hot Fix or Service Pack releases. • Logging a support case with Imprivata Customer Support • Reviewing, voting on or submitting new requests for product functionality on the Ideas section • Reviewing important notifications including product releases and forthcoming closures for public holidays which will be posted as a banner

Login credentials are required to gain access to the Imprivata Support and Learning Center. Please browse to the Imprivata Support and Learning Center and Register A New Account. Registration confirmation takes place within one business day. Contacting Imprivata Customer Support You can contact Imprivata Customer Support via phone by visiting the Contact Us page or via the Imprivata Support and Learning Center. Standard Support Hours Imprivata provides customer support Monday-Friday, with 24/7 coverage depending on your Imprivata support plan. Imprivata Customer Support is delivered from three locations in the United States (Lexington, MA, San Francisco, CA, and Tampa, FL) and one location in EMEA (London, UK), delivering global coverage based on regional time zones. Opening a Support Case If you submit a support case via phone or online, our first priority is to make sure we fully understand and document your issue and gather relevant information in order to provide a swift diagnosis. All cases are assigned to a Customer Support Engineer for investigation and our collaborative support process ensures the right Imprivata expertise is applied to resolve the issue.

More details on Customer Support policies and procedures can be found in the Imprivata Customer Support Handbook.

Achieving Success with Customized Support


Educating Your Organization for Continued Success

Imprivata understands the importance of providing educational methods to meet your specific business needs. We will help your organization make the most out of your Imprivata investment by offering comprehensive educational tools to allow your organization to: • Significantly increase your team’s productivity • Build a knowledgeable team to effectively manage and optimize your environment

• Elevate morale and loyalty by supporting individual development • Stay current on new releases and technology advancements

Our blended learning approach consists of instructor led classes combined with the Imprivata Learning Center which helps to ensure your organization is educated and equipped for success not only during the initial deployment, but on a continual basis.

Instructor-led classes: • Public classes are held at our facilities in Lexington,

Massachusetts, San Francisco, California and Uxbridge, United Kingdom. Classes provide lecture based learning and hands-on labs that includes a test and certification as an Imprivata Certified Engineer (ICE). These classes are designed for individuals implementing the Imprivata solution or handling future rollouts to new sites and organizational units. • On-site classes: We offer the opportunity for our instructors to travel to your location to deliver training. Self-paced: • The Imprivata Learning Center offers a personalized learning experience to ensure your organization has everything necessary to get the most out of your Imprivata investment. This self-paced eLearning solution provides flexibility and keeps your organization current and aligns with your planning, implementation, rollout and support lifecycle.

We encourage you to please contact your customer advocate, sales representative or send an email to if you have more specific questions about these educational offerings or would like to request pricing information.

Educating Your Organization for Continued Success


Staying Connected with Imprivata Our mission is to provide your organization with key tools for success as you continue your journey with Imprivata. These tools are specifically designed to offer helpful tips and best practices that can immediately be applied back to your organization, broaden your overall knowledge of Imprivata solutions and allow for networking with fellow industry peers.

Outlined below are a few examples of the types of tools we offer to our customers:

Imprivata Webinar Series Imprivata will deliver a series of webinars throughout the year designed to provide customers who have installed an Imprivata product with detailed information on key features and functionality as well as best practices to ensure overall success. Imprivata values the input and feedback provided by our customers. Click here if you would like to submit webinar topic ideas or sign up to receive email communication about the Imprivata webinar series. Imprivata Customer Newsletter A newsletter will be distributed on a quarterly basis featuring content that connects with your organization. Key industry trends facing your organization today and in the future, customer success stories, Imprivata product news and thought leadership are just a few of the topic areas to be featured. The newsletter is targeted towards three key audiences within your organization, with tailored content to meet each of their specific business needs:

C-suite | System administrators | Clinicians

Click here if you would like to submit newsletter topic ideas or if you or any of your colleagues are interested in receiving these tailored customer newsletters.

Imprivata Regional User Groups A series of regional user groups will take place throughout the year that will bring together local healthcare customers and their Imprivata community. The goal for these user groups is to provide our customers with an environment for educational and networking opportunities on an intimate level and ensure that our customers maximize the value of the product investments they have made with Imprivata. Click here if you or any of your colleagues are interested in receiving email communication about these regional user groups.

Staying Connected with Imprivata


Welcome to Imprivata

Made with