Premium Support Agreement 

A Premium Support Agreement (PSA) will allow your organisation to continue with direct access to the OIA support team for standard maintenance support, as well as provide premium support services such as “hands on” troubleshooting of support issues, monitoring & alerting, and basic administration.

An OIA PSA is a fixed price agreement which covers support over and above the standard iManage Maintenance agreement, allowing our clients access to comprehensive additional support services plus features such as monitoring & alerting and 24x7 support (optional).
Key Benefits:
> Budget ahead for day-to-day support requirements
> Fill the support & maintenance gap
> Eliminate quote/approval cycles for small pieces of work
> Hands-on troubleshooting
> General administrative assistance
> Proactive monitoring & support
> Reduce reliance on internal IT for iManage related issues. 
Monitoring & Alerting
Monitoring and alerting improve reliability, through proactive notifications of what needs to be fixed, before employees and customers are impacted 
> Core services and logs
> Infrastructure
> Notifications
What does the PSA include?
 
  • Access to the OIA support desk via telephone with tickets raised via the OIA support portal through customer champion(s) or outsourced IT provider / internal IT resource
  • Access to OIA’s ticketing system
  • Basic iManage Administration activities on request 
  • Hands on review & troubleshooting where required
  • Hands on implementation of configuration changes
  • Installation of critical server patches or updates where required for issue resolution (*not including system or component upgrades)
  • Recommendation of client patches or updates where required for issue resolution (*assistance with deployment or validation of client updates can be quoted as needed)
  • Identification & handover of non-iManage related issues
  • Installation/updating of signed certificates (provided by the client) on the iManage Server components (as appropriate per on-premise, iManage Cloud, or OIA Cloud)
  • Quarterly online meetings to discuss upcoming releases, known product issues, ticket reporting
  • Troubleshooting of agreed integrated products