Table of Contents

Issue Reporting

All issues should be reported by customers using the Healthcare Blocks Help Desk, located at https://support.healthcareblocks.com/. Many technical solutions are documented in our Knowledge Base, and we recommend consulting those topics first before creating a new ticket. To reduce the threat of social engineering and for auditing purposes, support is only offered online; we do not provide support over the phone or through SMS messages.

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.

Consulting

For customer issues and needs which are outside the scope of Healthcare Bocks’ customer support policy, Healthcare Blocks provides consulting services.  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.