Customer Support

HealthCare Synergy Customer Support

We provide unparalleled technical support from a dedicated and highly qualified staff. Several support methods are available to meet your needs. Our Technical Support Teams are available to assist you with any issues you may have while using our software or services. Support Teams are available from 6:00 am to 10:00 pm Pacific Time. Please feel free to contact us by phone at 1-800-4SYNERG, email at support@healthcaresynergy.com, or use the live chat feature found on this website and in the Synergy EMR.

Support Policy

Once your request has been received through any of the options above, a support ticket will be created based on the information supplied and a ticket number will be assigned at the time of creation to be used for tracking and communication purposes.

• This ticket number must be referenced for all future feedback and communication.
• Tickets will be responded to on a first come, first served basis considering the Severity Level of the request.

Severity 1

• Healthcare Assistant server crashed or other critical issues exists that result in a complete system outage, which prevents the customer from performing regular tasks that has immediate impact to their business. Healthcare Synergy Technical Support will work on the issue until a resolution is reached or will escalate the issue immediately if needed.
• Within 1 Hour

Severity 2

• A serious issue that interrupts daily workflow or the execution of a critical business process, causing a disruption of the company daily tasks and there is no acceptable workaround. Healthcare Synergy Technical Support will work on the issue until temporary repair, workaround or final remediation is in place.
• Within 4 Hours

Severity 3

• Issue that does not interrupt the whole company daily workflow or procedures. The problem may be temporarily fixed using an available workaround.
• Within 1 Business Day

Severity 4

• Issue that does not interrupt the whole company daily workflow or procedures. The problem may be temporarily fixed using an available workaround.
• Within 2 Business Days

Escalation

Healthcare Synergy Technical Support will qualify and automatically escalate critical issues and will make reasonable attempts to continue working on the issue until a resolution or workaround is in place.

If an issue is qualified outside of the Technical Support level it will immediately be escalated to our development team for further troubleshooting. Customers will be updated about the progress of their ticket via telephone or email through the ticketing system during support business hours.