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.
|Severity level||Description||Time to respond||Resolution process|
|Severity 1||Website is down, major functionality is unavailable (Practice Portal access / Email services)||Within 30 minutes, 24/7||PatientPop will work continuously until the issue is resolved or a workaround is identified.|
|Severity 2||Domain transfers/redirects, Feature opt-outs, Practice Portal feature support||Within 4 hours, during normal business hours||PatientPop will work during normal business hours until the issue is resolved or a workaround is identified.|
|Severity 3||Website revision requests, content update requests, billing inquiries, all other general questions||Within 1 business day||We do not guarantee specific resolution times, but strive to resolve within 3 business days.|