We're committed to
your success!

Our Customer Support team is here to help with anything you need post-launch. From answering your questions to solving issues to offering additional training, we’ll ensure your PatientPop experience is totally stress-free.

How to reach us

Phone: 844-487-8399

(press 2 for support)

Email: support@patientpop.com

Support hours

Monday to Friday 6AM to 6PM Pacific Time, except for Public Holidays.

Service levels

After-hours calls are answered by an external service who will determine the Severity Level of your case.

Service Level Agreement

Severity level Description Time to respondResolution process
Severity 1Website is down or major function is unavailable or materially impacted by performance issuesWithin 30 mins. 24/7PatientPop will work continuously untill the issue is resolved or a workaround is identified
Severity 2 Important features are unavailable or degradedWithin 2 hours during normal business hours PatientPop will work during normal business hours untill the issue is resolved or a workaround is identified
Severity 3Intermittent disruption of servicesWithin 4 hours during normal business hours PatientPop will work during normal business hours untill the issue is resolved or a workaround is identified
Severity 4 Website revision request. Content update request. Billing inquiry. General question.Within 1 business day We do not guarentee any specific resolution time; however we strive resolve within 3 business days
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