Support
Welcome to our Support space! Here, you can manage reports, incidents, suggestions, and any concerns related to our services. Our system is designed to ensure a fast and efficient experience, aligned with the highest standards of security and privacy, including HIPAA & SOC2 regulations.
What can you report?
Technical Support and Incidents
Technical issues, errors, or difficulties in using applications and services.
Unplanned events that disrupt or degrade the quality of the service.
Suggestions, Requests, and Complaints
Matters related to customer experience, service quality, or requests for new features or changes.
Security and Privacy Breaches
Events that compromise the confidentiality, integrity, or availability of protected health information (PHI).
How to use the support service?
1
Click the support access button to be redirected to our Freshdesk platform.
2
Fill out the form with the necessary details about your case.
3
An agent will review your request and respond as soon as possible.
Frequently Asked Questions
What are the support portal's working hours?
Our support team is available from Monday to Friday, 8 AM to 6 PM (Colombian time). Requests outside of business hours will be addressed the next working day. Only urgent requests that cannot wait will be handled outside of regular hours.
What are the response and resolution times for requests?
The times vary depending on the priority of the request:
- Urgent: Response within 1 hour, resolution within 4 hours.
- High: Response within 2 hours, resolution within 8 hours.
- Medium: Response within 4 hours, resolution within 24 hours.
- Low: Response within 8 hours, resolution within 48 hours or more.
Note: These response and resolution times are approximate times, remember that there may be issues that may take longer than expected due to different circumstances.
How is the priority of a request determined?
Priority depends on the impact of the issue on the system’s operation. Requests that affect critical operations are classified as urgent, while those affecting minor functionalities are classified as low:
- Application completely out of service – Urgent
- This type of incident has a total impact on the operability of the application, so it is addressed immediately.
- Critical Functionality Unavailable – Urgent
- When an essential function of the application is unavailable, severely affecting the ability of users to operate normally.
- Incidents impacting multiple users – High
- When an incident impacts multiple users on a widespread basis, requiring prompt attention to mitigate the impact.
- Access or authentication problems – High
- Difficulties accessing the platform or problems with user authentication, preventing the use of the application.
- Failure to integrate with other systems – High
- Problems affecting integration with external systems or third parties, which can disrupt important workflows.
- Intermittent errors affecting usage – Medium
- Problems that do not occur consistently, but affect the user experience and can reduce operational efficiency.
- Significant performance issues – Medium
- Incidents that cause poor or slow performance, but do not completely prevent the use of the application.
- Design errors or unexpected design changes – Low
- Nonconformities with the application design or unexpected changes to the application.
How can I track the status of my request?
You can monitor the status of your ticket in real-time through the Freshdesk support portal. You will also receive automatic notifications about the progress and resolution.
What should I do if the issue persists after the ticket has been closed?
If the issue persists, you can reopen the request or create a new ticket with additional details about the problem.
What happens if my request is not addressed within the expected resolution time?
If a request exceeds the estimated time, the support system will automatically escalate the priority to ensure faster resolution.
What should I do if I detect a security or privacy breach related to HIPAA regulations?
You can report security or privacy breaches through the Freshdesk portal or by sending an email to [email protected].