Support Channels
AllCare provides multiple ways to get help when you need it. Choose the channel that works best for your situation.Email Support
For non-urgent issues and general inquiries:Email Support
[email protected]Response time: Within 24 hours during business hours
Phone Support
For urgent issues requiring immediate assistance:Phone Support
949-570-7750Fax: 949-570-7768Available: Monday-Friday, 8 AM - 8 PM PSTEmergency Support: 24/7 for critical system issues
Live Chat
For quick questions and real-time assistance:Live Chat
Click the chat icon in the bottom-right corner of any AllCare pageAvailable: Monday-Friday, 8 AM - 6 PM PST
Community
Connect with other AllCare users:Community Forum
Join discussions, share tips, and learn from other usersVisit Community Forum
What to Include in Your Support Request
To help us resolve your issue quickly, please include:1
Contact Information
- Your name
- Organization/facility name
- Role (provider, facility staff, pharmacy, etc.)
- Best contact method and time
2
Issue Details
- Clear description of the issue
- What you were trying to do
- What happened instead
- When the issue started
3
Environment Information
- Browser type and version
- Operating system
- Any error messages (screenshots helpful)
4
Urgency Level
- Critical: System down, blocking patient care
- High: Major functionality impaired
- Medium: Issue affecting work but workaround available
- Low: Minor issue or enhancement request
Support Priority Levels
Critical (P1)
Response Time: Within 1 hour, 24/7 Examples:- System completely unavailable
- Unable to prescribe medications
- Data integrity issues
- Security breaches
High (P2)
Response Time: Within 4 hours during business hours Examples:- Major feature not working
- Unable to access patient records
- Pharmacy integration issues
- Multiple users affected
Medium (P3)
Response Time: Within 1 business day Examples:- Minor feature issues
- Workaround available
- Single user affected
- Performance degradation
Low (P4)
Response Time: Within 3 business days Examples:- Enhancement requests
- Documentation questions
- Training requests
- Cosmetic issues
Self-Service Resources
Before contacting support, try these resources:Platform Overview
Review universal onboarding and system requirements
FAQ
Find answers to common questions
Video Tutorials
Watch step-by-step guides (coming soon)
Status Page
Check system status and incidents
Training and Onboarding
Need training for your team?Request Training
We offer personalized training sessions for:
- New user onboarding
- Feature deep-dives
- Best practices workshops
- Role-specific training
Feature Requests
Have an idea to improve AllCare?1
Submit Your Idea
Email your suggestion to [email protected] with:
- Description of the feature
- Problem it solves
- Who would benefit
2
Review Process
Our product team reviews all submissions and prioritizes based on user needs
3
Updates
High-priority requests may be included in upcoming releases
Bug Reports
Found a bug? Help us fix it:How to Report a Bug
How to Report a Bug
- Document the Issue
- Take screenshots or screen recordings
- Note exact steps to reproduce
- Capture any error messages
- Send to Support
- Email: [email protected]
- Subject: “Bug Report: [Brief Description]”
- Include all documentation
- Follow Up
- You’ll receive a ticket number
- We’ll update you on progress
- Test the fix when deployed
Emergency Contact
For critical, after-hours emergencies only:Feedback
Help us improve our support:Rate Your Experience
After each support interaction, you’ll receive a survey. Your feedback helps us serve you better.
Additional Resources
Release Notes
Stay updated on new features and fixes
System Status
Check real-time system health
Developer & API Docs
For developers and integrations
Compliance Resources
HIPAA, EPCS, and regulatory information