ER Express Support Hours

The best way to reach us:

• Email us at [e-mail]. 
• The more detail you provide, the faster we can troubleshoot your issue.
• In particular, tell us
  • Your location (if you know your ER Express facilityID, please tell us)
  • What part of the system has an issue (staff-facing, patient-facing)
  • Is every user having this issue?
  • Is every campus/clinic hospital having this issue?
  • If possible include a screenshot
• Telling us, "the system is down" is like a patient walking in and saying, "I feel sick."  Just like you want to know more about your patient's/clients' symptoms, we want to know more about your symptoms.  
• Because many hospitals experience very long hold times, if you would like us to call you back, please provide a direct dial phone number.

Phone Support

• Our support phone number is [phone].
• Our phone support line is always open, i.e., we never shut off the phone...but read below about when you can expect someone to pick up the phone.  
• Our support phone has a tree system, so it will automatically go to the next available team member.  Occasionally, all team members may be busy.  Please leave a voicemail!
• If you leave a voicemail, it will automatically transcribe your message into a ticket for us.

You can expect someone to pick up the phone during the following hours:

• Mon to Thurs – 8AM – 8PM EST
• Friday – 8AM – 6PM EST
• Sat and Sun – Closed

After-Hours Support

We absolutely provide support after-hours and on weekends for high-priority tickets. For all other tickets, we will respond during operating hours (M-F 9 am-5 pm EST).

Service Interruptions

We occasionally experience service interruptions. We post all interruptions for the world to see here: https://erexpress.statuspage.io/

We highly encourage subscribing to our status page.  It will automatically update you on all interruptions.

What Kind of Response Time Should You Expect?

We triage tickets and response according to the severity levels and respond accordingly.  In other words, the most severe tickets get a fast response.

Severity Level	Definition	Examples	Target Response Time During Business Hours	Target response time after business hours	Target Resolution Time (from time issue was reported
1	Problem resulting from an Error or other emergency condition that causes the SaaS Services to cease operating, severely impairs the Availability or normal operation of the SaaS Services, or results in corruption or unavailability of the Client Data.	Patient booking form shows 500 or 404 not available error Patient booking form or intake form will not submit Staff cannot access the patient queue System response times exceed 60 seconds for more than five minutes  Azure data center service interruption	As soon as possible or within at least 30 minutes	Immediately the next day by 8:30a EST	12 hours
2	Problem resulting from an Error or other emergency condition that results in a negative impact to critical SaaS Services functions or the SaaS Services are unable to process Data or to send notifications or communications but does not meet the criteria defined for Severity 1 Problems above.	API calls into EMR/EHR/PM system fail to register patient, match patient ID, or place patient on calendar Outbound or inbound patient-facing text messages fail SingleSignOn fails to authenticate System response times exceed 60 second for more than five minutes Twilio service interruption Link shortener interruption Intake forms not attaching, processing, or downloading in the patient queue	As soon as possible or within at least 60 minutes	Immediately the next day by 8:30a EST	24 hours
3	Problem resulting from an Error or other emergency condition that results in any failure of the SaaS Services to perform in a manner inhibits effective utilization of the SaaS Services, but does not meet the criteria defined for Severity 1 or 2 Problems above.	Patient-facing text messages fail intermittently Intake forms have conditional logic flaws that prevent some patients from completing the registration System response times exceed 180 seconds for more than five minutes Use-case specific failures in API calls not writing into EMR/EHR/PM system	As soon as possible or within at least 60 minutes	The next day by 12:30p EST	72 hours, including proposing a workaround technique
4	Problem resulting from an Error or other condition that results in no performance degradation of the SaaS Services and during which the Client Data remains fully accessible and unharmed, but requires non-critical, remedial maintenance to the SaaS Services or consists of reasonable requests for modifications to the SaaS Services.	Use case-specific failures in the acuity safeguard, alert templates, or other configurable settings End-user-specific login issues Inconsistent cache-busting in the patient queue System response times exceed 240 seconds for more than five minutes	As soon as possible or within at least 8 hours	The next day by 5:30p EST	10 business days