Support Policy & Service Goals
Support Hours
Monday - Friday
8:00 AM - 6:00 PM (MST)
After-Hours Policy
Emergency support is available 24/7 for critical system failures. Non-urgent requests submitted after hours will be processed the next business morning.
Direct Contact
+1 (303) 555-0123
support@health-ait.com
We are dedicated to providing rapid, expert assistance. Our support teams prioritize issues based on clinical and operational impact to ensure your practice never slows down. For urgent matters after business hours, please follow our emergency contact protocol below.
Service Response Goals
Critical Issues
Total system outage or data risk. Response within 30 minutes.
Standard Issues
Individual workstation or non-critical errors. Response within 4 hours.
Escalation Process
If your issue is not resolved within the targeted timeframe, it is automatically escalated to our Senior Engineering team. Clients may also request manual escalation by contacting their dedicated Account Manager if business operations are severely impacted.
Support
Submit Support Ticket
The quickest way to resolve technical issues. Submit your request directly to our queue.
Help Desk & Portal Access
We provide multiple ways for our healthcare and consulting clients to get the fast IT support they need to maintain consistent operations.
URGENT
Emergency Support
Clinical or operational shutdown requiring immediate intervention. Priority response guaranteed.
ACCESS
Client Portal Login
Log in to view ticket history, manage your services, and access secure account documentation.
DOWNLOAD
Remote Support Download
Download our secure agent to allow one of our IT experts to remotely troubleshoot your system.