Updated Support Ticket Process & Forms Follow

This new update will release on April 7th, 2025.

Table of Contents

Overview

What's Changing and Why

Ticket Priority Levels and Expected Turnaround Times

Overview

We have implemented several important updates to the ticket forms you use to submit requests to our Support team. These enhancements are designed to streamline your experience and ensure your requests are processed more efficiently.

We are confident that these updates will significantly improve your interaction with our support system, making it easier for you to get the assistance you need. Should you have any questions or require further assistance, please do not hesitate to reach out to our Support team.

What's Changing and Why:

1. ͏Updated Urgency Categories:
   • We have introduced new urgency levels (Level 1-4) with clear timelines for when you can expect completion. This will help prioritize your requests based on their criticality.
2. ͏Simplified Options:
   • The updated forms will make it easier to understand which option to choose. We will advise when you should call versus just submitting a ticket and notify you of general completion times for your request.
3. ͏Clearer Wording:
   • We have improved the wording to help you better understand the types of requests and what assistance you may need.
4. ͏Comprehensive Information Collection:
   • The new forms are designed to gather all necessary information upfront, reducing the need for follow-up communication and speeding up the resolution process.
5. ͏New Urgency Options for CC and PS Forms:
   • We have added urgency options for new CC (Clinical Collaboration) forms for your review.

Ticket Priority Levels and Expected Turnaround Times:

Level 1: Interruption that causes critical functions to stop working with no workaround available. The issue limits users' (some to all users) ability to message or access the web/app.

• SLA: First response within 1 hour; Resolved within 24 hours
• Action: Contact support via phone immediately instead of submitting a ticket.

Level 2: Degraded service or impact on users’ (some to all users) ability to message or access the web/app, resulting in a high impact on patient care.

• SLA: First response within 2 hours; Resolved within 72 hours
• Action: Contact support via phone immediately instead of submitting a ticket.

Level 3: Issue limited to a single user and their ability to message or access the web/app or is an urgent request.

• SLA: First response within 4 hours; Resolved within 120 hours
• Action: Contact support via phone but may elect to submit a ticket.

Level 4: Any task that could be performed with self-administration by the user or is a non-urgent change that impacts the admin side of the service.

• SLA: First response within 48 hours; Resolved within 240 hours
• Action: Use the Customer Portal to submit a ticket.