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.
Monday to Friday 6AM to 6PM Pacific Time, except for Public Holidays. After-hours calls are answered by an external service who will determine the Severity Level of your case.
| 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. |
