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.
HealthCare Synergy, Inc. uses an online support ticketing system. If you log onto the Support portal, you can create and track the progress of your support tickets. Additional Guides and How-To's are also available when logged in.
Live Chat
We offer live Web-Based Chat through the box that can be seen throughout this website in the bottom-left corner of each page. If you are a user of the Synergy EMR software solution, you will see this same chat box within the application. This chat feature is actively monitored during support hours.
We offer live screen sharing and remote access support through Go To Assist that will allow our tech support to connect remotely to your machine. HealthCare Synergy can communicate with you during the session via phone and through the application’s embedded chat function.
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.
Support Hours:
6am – 10pm PST (Monday – Friday)
Telephone Support:
1-800-4-SYNERG (796374)
Create a Support Ticket:
support
@healthcaresynergy.com
Password Resets:
passwords
@healthcaresynergy.com