Customer Support Policy

Customer Support Policy

Effective September 1, 2026. This policy supersedes any prior version.

This is the Customer Support Policy referenced in your Master Subscription Services Agreement with HealthCare Synergy, Inc. It describes the support we provide for the Service, how to reach us, and the response times we work to. If anything in this policy conflicts with your agreement, your agreement controls.

How to reach Support

Support is delivered remotely. Synergy does not provide on-site support.

What Support covers

Support means investigating and resolving errors, defects, and other issues in the operation of the Service. It includes:

• diagnosing and correcting errors and defects, so that the Service performs substantially in accordance with its then-current documentation;
• service maintenance — maintenance releases, enhancements, new versions, additions, and modifications that Synergy makes generally available to supported customers at no additional fee; and
• answering questions about whether the Service is functioning as documented.

What Support does not cover

The following are training, not Support. Training is a separate professional service, is delivered remotely, and is governed by your agreement:

• instruction or guidance in how to use the Service;
• configuration of your workflows, forms, or account settings; and
• walkthroughs or demonstrations of the Service’s features or functions.

If you open a support request that is in substance a request for training, Synergy may offer to schedule it as a training session instead. Your agreement sets out the training sessions included with your account, how long they remain available, and the rate for any additional sessions.

Support also does not include data entry or clinical, billing, coding, or regulatory advice. Whether your use of the Service satisfies your licensure, accreditation, reimbursement, and regulatory obligations is your determination to make.

Severity levels and response goals

Synergy classifies every reported issue into one of four severity levels and works to the response goal for that level. A response means the first substantive reply from a support representative — an automated acknowledgement of a ticket is not a response.

Response goals are targets for Synergy’s first substantive reply. They are not resolution or repair commitments, except as stated for Severity 4.

For Severity 1 and Severity 2 issues, Synergy opens a trouble ticket, assigns an engineer to determine and correct the error, begins work on the correction, and reports periodically on its status until the issue is resolved or reduced to a lower severity.

For Severity 4 issues, resolution is limited to commercially reasonable efforts to include the correction or change in a subsequent release. Synergy does not commit to a repair time for any severity level.

How severity is assigned

Synergy assigns severity in good faith, applying the definitions above to the issue as reported. If Synergy’s assessment differs from Customer’s, Customer should say so and Synergy will review it with Customer and explain its reasoning. Synergy may reclassify an issue as it learns more about it — for example, when a workaround is identified, or when the reported scope turns out to be broader or narrower than first described.

When the response clock starts

Response goals apply to issues reported during the Support hours posted above, and run from the time Synergy receives a report containing the information described below. An issue reported outside those hours is picked up at the start of the next period when Support is available, and its response goal runs from that time. Synergy does not maintain support coverage outside the posted hours. A business day is a day other than a Saturday, Sunday, or company holiday.

What we need from you

So that Synergy can begin work without a round trip, a report should include:

• the account and, where relevant, the user affected;
• what the user did, what was expected, and what happened instead;
• the patient, claim, or record identifier involved, where the issue is specific to one;
• the time the issue occurred and whether it is still occurring; and
• any error message, screenshot, or report output. Customer must not send Protected Health Information by any channel other than the Service or the support channels above.

Please also state how many users are affected and whether a workaround is available. That is what drives severity, and it is the information Synergy most often has to ask for.

Notices

Support is for operating the Service. Correspondence sent to Synergy’s support channels is not legal notice under your agreement — including notice of non-renewal, notice of breach, or a request for continued access to export Customer Data. Your agreement’s “Notices” section sets out how to send notice and where to send it.