Healthcare Synergy
Customer Support Policy
Last Updated: November 11, 2025
Phone Support
6 AM to 10 PM (PST) (excluding company holidays)
Support Phone
Support Email
Maintenance, Response, and Resolution Time
Service maintenance, which includes maintenance releases, enhancements, new versions, additions, and modifications to the Service that it provides to all other customers under support for no additional fee.
Bug fixes to bring the Service into substantial conformance with its then-current user guide.
Response time in accordance with the chart below.
Resolution Process for Issues of Severity Levels 1 and 2:
- Trouble Ticket opened.
- Assign an engineer to determine and correct the error.
- Periodic reports on the status of the correction.
- Initiate work to correct the error.
Response Time Chart
| Severity | Definition | Response Goal | Details |
|---|---|---|---|
| Severity 1 | Service substantially fails to perform. | 1 hour | 1. Trouble Ticket opened. 2. Assign an engineer to determine and correct the error. 3. Periodic reports on the status of the correction. 4. Initiate work to correct the error. |
| Severity 2 | Substantial degradation in performance of the Service. | 2 hours | 1. Trouble Ticket opened. 2. Assign an engineer to determine and correct the error. 3. Periodic reports on the status of the correction. 4. Initiate work to correct the error. |
| Severity 3 | Minimal-to-no impact on the availability or performance of the Service. | 3 days | Commercially reasonable efforts to include in the next major release. |