Table of Contents

Issue Reporting

All issues should be reported by customers using the Healthcare Blocks Help Desk, located at https://support.healthcareblocks.com/

Service Level Agreements

Service Level Agreements (SLA’s) define the target response and resolution times for issues based on priority.  Healthcare Blocks strives to maintain the following service levels:

Incident Priority

Response Time

Resolution Time

Urgent

< 1 hour

< 4 hours

High

< 4 hours

< 12 hours

Low

< 24 hours

< 240 hours

Support Hours

Standard support hours include the period between 8:00 AM and 5:00 PM Pacific Time, Monday through Friday.

Customer environments are monitored for uptime 24/7; our team will automatically handle server unavailability issues without the need for customer involvement.

Customer Communication

In order to comply with HIPAA and other regulatory requirements, Healthcare Blocks requests that all customer support communication be handled through the provided help desk system.  On occasion, it may be necessary to discuss or collaborate via telephone, videoconference, or other means.  In such cases, a summary of the conversation, decisions made, and actions taken should be recorded in the help desk system for archiving and future reference.

Frequently Asked Questions and Documented Solutions

Many common questions and requests can be resolved using the documented solutions found at https://support.healthcareblocks.com/support/solutions

Community Support

We provide a publicly accessible Slack channel where anyone can ask questions, share tips, or request one-on-one support (private chats).

Consulting

For customer issues and needs which are outside the scope of Healthcare Bocks’ customer support policy, Healthcare Blocks provides consulting services, with rates starting at $125 per hour.  Examples of services rendered through consulting include:

  • Application architecture

  • Software development and design

  • Data transformation

  • Custom integrations

For more information on available consulting services, contact us.