Support Options
Choose the best way to reach us based on your needs:Email Support
[email protected]Response time: Within 24 hoursBest for: Non-urgent questions, detailed explanations, documentation
Phone Support
949-570-7750Fax: 949-570-7768Available: Mon-Fri, 8 AM - 8 PM PSTEmergency: 24/7 for critical issues
Live Chat
Click the chat icon in bottom-right cornerAvailable: Mon-Fri, 8 AM - 6 PM PSTBest for: Quick questions, real-time help
Community Forum
Emergency Support
Support by Role
Facility Playbooks (Facility Teams)
Primary Contact: [email protected]Phone: 949-570-7750 (Option 1) Common issues:
- Patient enrollment questions
- CRM workflow assistance
- Access and login issues
- Training requests
For Providers
Primary Contact: [email protected]Phone: 949-570-7750 (Option 2) Common issues:
- EPCS setup and troubleshooting
- Prescribing questions
- DEA/NPI verification
- Mobile app support
For Pharmacy Staff
Primary Contact: [email protected]Phone: 949-570-7750 (Option 3) Common issues:
- Prescription processing
- Claims and billing
- Inventory management
- Integration support
For AllCare Operations
Primary Contact: [email protected]Phone: Internal extension: x5500 Internal support:
- Technical assistance
- System administration
- Advanced troubleshooting
- Escalations
How to Submit a Support Request
1
Gather Information
Before contacting support, collect:
- Your name and contact information
- Organization/facility name
- User role
- Description of the issue
- Error messages (screenshots helpful)
- Steps to reproduce
- Browser/device information
2
Choose Priority Level
Select appropriate urgency:
- Critical - System down, blocking care
- High - Major functionality impaired
- Medium - Issue with workaround available
- Low - Minor issue or question
3
Submit Request
Contact us via:
- Email with detailed description
- Phone for immediate assistance
- Live chat for quick questions
- Submit ticket through support portal
4
Track Progress
You’ll receive a ticket numberTrack status:
- Email updates automatically sent
- Check support portal for status
- Reply to ticket for updates
Response Time Commitments
Priority Levels
| Priority | Response Time | Resolution Target |
|---|---|---|
| Critical | 1 hour (24/7) | 4 hours |
| High | 4 hours | 1 business day |
| Medium | 1 business day | 3 business days |
| Low | 3 business days | 1 week |
Response times are during business hours (Mon-Fri, 8 AM - 8 PM PST) unless marked 24/7.
Specialized Support
Training & Onboarding
Contact: [email protected] Services:- New user onboarding
- Role-specific training
- Feature deep-dives
- Best practices workshops
- Custom training programs
Technical Support
Contact: [email protected] For:- API integration issues
- System performance problems
- Database queries
- Advanced troubleshooting
- Security questions
Product Feedback
Contact: [email protected] Submit:- Feature requests
- Product improvement ideas
- User experience feedback
- Enhancement suggestions
Compliance Support
Contact: [email protected] For:- HIPAA compliance questions
- Regulatory guidance
- Audit support
- Policy clarifications
Support Resources
Before contacting support, try these resources:Platform Overview
Universal orientation, requirements, and quickstart guides
FAQ
Answers to common questions
Video Tutorials
Step-by-step video guides (coming soon)
System Status
Check for known issues and outages
Glossary
Healthcare and platform terminology
Developer & API Docs
Technical API reference
Regional Support
United States
- Phone: 949-570-7750
- Fax: 949-570-7768
- Hours: Mon-Fri, 8 AM - 8 PM PST
- Emergency: 24/7
Canada
- Phone: 1-888-255-2273
- Hours: Mon-Fri, 8 AM - 8 PM EST
- Emergency: 24/7
Report a Bug
Found a bug? Help us fix it quickly:How to Report a Bug
How to Report a Bug
- Document the Issue
- Take screenshots or screen recordings
- Note exact steps to reproduce
- Capture error messages
- Record date/time of occurrence
- Send Details
- Email: [email protected]
- Subject: “Bug Report: [Brief Description]”
- Include all documentation
- Specify severity/impact
- Track Progress
- Receive ticket number
- Get updates on investigation
- Test fix when deployed
- Confirm resolution
Security Concerns
Feedback & Satisfaction
After each support interaction, you’ll receive a brief survey:- Rate your experience
- Provide feedback
- Suggest improvements
Support Team Directory
| Team | Phone Extension | |
|---|---|---|
| General Support | [email protected] | x5000 |
| Technical Support | [email protected] | x5100 |
| Provider Support | [email protected] | x5200 |
| Pharmacy Support | [email protected] | x5300 |
| Training | [email protected] | x5400 |
| Operations Support | [email protected] | x5500 |
| Product Team | [email protected] | x5600 |
| Compliance | [email protected] | x5700 |
| Security | [email protected] | x5800 |
Follow Up
Not satisfied with support response?1
Contact Your Ticket
Reply to your support ticket with concerns
2
Request Escalation
Ask for supervisor or escalation team
3
Executive Support
For unresolved issues: [email protected]
Stay Connected
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Subscribe for product updates
Blog
Read feature announcements
Social Media
Follow us for news and tips
Support Hours: Monday - Friday, 8:00 AM - 8:00 PM PSTEmergency Support: 24/7 for critical issuesEmail Response: Within 24 hours during business hours