Our Support Commitment
We understand that healthcare technology can't wait. Our support metrics reflect our commitment to keeping your systems running.
< 15 minutes
Average response time for critical issues
99.9%
System uptime guarantee
24/7/365
Support availability
95%
First-call resolution rate
Support Services
How We Support You
Multiple channels and methods to ensure you get the help you need, when you need it.
Live Phone Support
Direct access to healthcare IT specialists 24 hours a day, 7 days a week.
- Immediate human response
- No automated phone trees
- Healthcare-trained technicians
Remote Assistance
Secure remote access to resolve issues quickly without on-site visits.
- Screen sharing support
- Remote troubleshooting
- Secure connection protocols
System Monitoring
Proactive monitoring of your systems to prevent issues before they occur.
- Real-time alerts
- Performance monitoring
- Automated issue detection
Emergency Response
Priority response for critical healthcare system outages and emergencies.
- 15-minute response guarantee
- Escalation procedures
- Emergency contact protocols
Response Times
Priority-Based Support
We prioritize issues based on their impact on patient care and your operations.
Critical Priority
System down, patient care impacted
15 minutes
Examples:
- • EHR system outage
- • Network complete failure
- • Security breach
High Priority
Significant functionality impacted
1 hour
Examples:
- • Printer issues
- • Email problems
- • Software errors
Medium Priority
Minor functionality issues
4 hours
Examples:
- • User account issues
- • Software questions
- • Performance concerns
Low Priority
General questions and requests
Next business day
Examples:
- • Training requests
- • Feature questions
- • General inquiries