The Impexium Client Support team provides a central point of contact to assist with general platform navigation questions, technical troubleshooting, or updates on existing cases.
The Impexium Support Portal is one of the main interfaces between clients and the Impexium Client Support organization. We are available during the hours noted below, excluding regional holidays (“Business Hours”) and outside of any unscheduled service outages, maintenance, or other situations as deemed necessary.
General Product Questions
Impexium support portal, email, phone
Technical Issues & Troubleshooting
Impexium support portal, email, phone
Access to Knowledge Base & e-Learning
24/7 on demand
According to the table below, a client support specialist will determine the severity level based on the description provided by the client contact. Client contacts will ensure that each support case submitted will designate the initial severity level of the error according to the table’s definitions, identify the services that experience the error, and provide contact information for the client contact most familiar with the issue.
For more information about submitting a case, view our Case Management Video.
S0 – Platform unavailable or critical business functions unavailable to most clients with no viable workaround.
60 Minutes
S1 – Critical business functions or performance impacting most clients.
2 Hours
S2 – S4 – incident affecting one or a few users or non-critical
1 Business Day