Support Escalation
Akute support escalation guidelines
This is a guide to detail what constitutes different levels of necessary support and how to trigger each level.
Levels:
Severity Level
|
Definition |
Examples |
Initiation Method |
| Low |
These are general product usage questions. They require a response at the earliest convenience of our support team. |
- Not sure how to use the forms, lab ordering, faxes, e-prescribe, or other features
- Would like to upgrade pricing plans and/or add-on additional features/prescribers/etc
|
|
| Normal |
These are questions or issues that aren't blocking use of the product, but they do require a quick response. |
- A particular feature doesn't seem to be working properly
- You updated your settings but it does not seem like the update is working
- You need to change account information that is not accessible via the settings page
- You added/removed a user but the action doesn't seem to have worked
|
- Email support@akutehealth.com
- Message via our chat widget on www.akutehealth.com
- Message via shared Slack channel (custom plan only)
|
| High |
These issues prevent using the product or service effectively or a particular non-mission critical feature. They require an immediate response. |
- Service is too slow to be effective
- E-prescribe/lab ordering/faxing are showing random errors
- Sporadic errors are occurring across the app
|
- Email support@akutehealth.com
- Text (855) 755-8517 (growth plan and up only)
- Message via shared Slack channel and @mention your AE (custom plan only)
|
| Urgent |
These are issues that either completely blocks the use of the product or a mission critical feature. These are top priority responses. |
- Service is down and not accessible by users.
- Service is slowed to such a degree that resources are not loading
|
- Email support@akutehealth.com
- Call (855) 755-8517. Leave a voicemail detailing the issue, your name, and your clinic, and we will get back to you ASAP (growth plan & up only)
|
