Support

iManage Help Center is your central point of access to the following resources: 
• iManage Cloud Support 
• iManage Community forums 
• iManage Support announcements 
• iManage product downloads and supporting resources

Registering for an iManage Help Center account only requires the following: 
• A valid iManage subscription agreement with your company (for iManage customers) 
• A valid iManage partner agreement with your company (for iManage partners) 
• A valid email address on your company's domain 

To register for a new iManage Help Center account for you or for another contact at your company: 
1. Send an email to cloudsupport@imanage.com and include the contact's name, contact's email address on your company's domain, and your company's name. 
2. Sign in to iManage Help Center with the account holder's login credentials. The account holder receives a private email from iManage Support once their account is created, and the email contains a username and temporary password. The account holder must then log into Help Center to set a new password. 

NOTE: We require a unique Help Center account for each contact person at your company. We prohibit the use of shared Help Center accounts for security, auditing, and license enforcement purposes.

Contact iManage Cloud Support if you are unable to connect to iManage Cloud and believe you are experiencing a service outage. See How do I contact iManage Cloud Support?. Cloud Support also publishes notifications of service interruptions in our Data Center Alerts area of Help Center. For more information regarding Data Center Alerts, see Does iManage notify me when there is a service outage?.

Cloud Support is available 24x7 for Priority 1 support requests. See What is the response time once I submit a support request? for more information on priority definitions and response times. 

To submit a new Priority 1 support request to Cloud Support after hours: 

1. Use any of the standard contact channels listed in the How do I contact iManage Cloud Support? PDF.

2. Submit a new support request including all necessary information. See the following sections to ensure you include the necessary details with your new Priority 1 support request: 

• How do I submit an urgent (Priority 1) support request? 
• What information is useful when submitting a request? 

To contact Cloud Support after hours regarding an existing support request:

1. Follow steps 1 and 2 in the To submit a new Priority 1 support request to iManage Cloud Support after-hours section above. 

2. Include your existing support request number. It is important to submit a new request to alert our Cloud Support team if assistance is needed after hours. 

NOTE: If you post an update to your existing support request instead of submitting a new request, your update may not be viewed until the next business day.

While our iManage Cloud service delivers a secure, high-performing, and high-availability cloud experience, we want to provide you with an open line of communication to keep you informed in the event of any type of data center service interruption. By following our data center notifications in iManage Help Center, you automatically receive status notifications by email in the event of scheduled or unscheduled service interruptions related to the iManage Cloud and iManage Share data centers. For more information regarding how you can receive these notifications, click the following links according to your iManage Cloud and iManage Share data center location.