Support

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We stand behind our solutions

So what does “we stand behind our solutions” really mean?

To us support is more than just understanding a software product:

Industry Experience – people who have worked in your business and deployed you solution

Client Knowledge – we know your specific environment, and more importantly, you know us

Dedication – certified specialists that go the extra mile because we’ve been in your shoes

What do we support?

We are an authorized IBM Support Partner for Information Management software products for North America. OK, that’s a big playground. What we are really good at supporting is the IBM Master Data Management (MDM) solution for our clients.

We are also an authorized Forcare Support Partner for North America.  Forcare provides a world class Cross-Enterprise Document Sharing (XDS) solution for Health Information Exchanges and Electronic Health Records.

Primary Support Provider

Our Primary Support Provider service offers you a single point of contact for your IBM MDM or Forcare XDS support needs.  We provide you with telephone, email and web access to our technical specialists and support knowledge bases.  Our people install, configure, and maintain these products on a daily basis and we ensure that we know your environment and your configurations.  We provide remote assistance with problem determination, analysis, and resolution for all products and associated configurations covered in your support contract.  This includes working with the software vendors for engineering support, opening tickets, receiving and applying bug fixes, and follow-up on their recommendations.  We develop string relationships with our software vendor partners – and you benefit from this.

  • 24×7 Access to technical resources in “severity 1” situations
  • Service Level Agreements that we live by – for response times, reports, activities
  • Primary Support for vendor software problems and any custom developed components of your solution
  • Product Usage e.g., “How do I …?”

We would love to talk to you

If you would like to know more about how we can support your Health Information Exchange and Electronic Health Record solutions, please don’t hesitate to contact us at: helpdesk@imt.ca