Opening a support case
We've built Capable Health to be fault tolerant and dependable, but just in case, we're prepared to handle anything that comes up.
What to do if something goes wrong?
If you encounter an issue with our platform, you should fill out this issue reporting form. This will notify our team and help us triage, respond to, and resolve the issue promptly.
What happens after I submit the form?
A member of the team will triage the issue. If an issue severely affects the availability of our platform, an engineer will be alerted and will attend to the issue within the timeframes outlined below.
Where will I be notified?
We will use [email protected] to coordinate our response to issues. In the event that email is not available, we will coordinate over the phone number provided in the issue report. If you haven’t already sent us a mobile phone number for your primary technical contact, please do so here.
For customers on the Enhanced Support Program, we will also communicate with you via our shared Slack support channel.
How long will it take to attend to issues?
We will respond to critical issue reports within 1 business day during business hours (9am to 6pm EST, Monday-Friday excluding holidays).
Non-critical issues will be responded to within 3 business days.
Where can I track issues?
You can check on Capable’s status any time via our public status page: status.capablehealth.com
For specific issues related to your instance of Capable Health, we will communicate with you directly via email or phone.
Who do I speak to about any of this?
If you have any questions about our support processes, and how this applies to your business, please email [email protected].
Updated about 2 months ago