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ImaraCare has a small internal support team that helps facilities with technical and account issues. This page explains exactly what that team can and cannot do.

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Who is on the support team

Support staff are ImaraCare employees or contractors with individual accounts on our internal Support Portal. There are two roles:
  • Support Agent — handles tickets, account lookups, and subscription help
  • Support Admin — additionally manages the support team itself, email templates, and compliance operations
Every support account requires multi-factor authentication, is reviewed quarterly, and is deactivated with full session revocation the moment a team member leaves.

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What support staff can see

To resolve tickets, support staff can look up:
  • Your facility’s account record (name, license number, subscription status)
  • Which users belong to your facility and their roles
  • Support tickets you have filed and their conversation history
  • Delivery status of system emails sent to you

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What support staff can never see

  • Passwords — stored hashed; support will never ask for your password
  • MFA codes — never ask anyone for a code; we will never request one
  • Resident records in bulk — support tools do not include a browse of clinical data; troubleshooting access to specific records happens only with your facility’s involvement and is logged
  • Payment card numbers or bank details — handled by Stripe; we never see or store full numbers
ImaraCare support will never email or call you asking for your password, MFA code, or API keys. If you receive such a request, do not respond — report it to support@imaracare.com immediately.

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Every action is logged

All support-portal activity is written to a tamper-evident audit log (SHA-256 hash-chained, verified daily). Role changes on the support team, report exports, and access to compliance evidence each produce audit records that are reviewed on a schedule.

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Questions about a support interaction

If something about a support interaction seems off — an unexpected change, an email you don’t recognize — contact support@imaracare.com with the ticket number. Facility Administrators can also review account activity under Settings → Activity Logs.