Support Escalation

Akute support escalation guidelines

This is a guide to detail what constitutes different levels of necessary support and how to trigger each level.

Levels:

Severity Level
Definition Examples Initiation Method
Low These are general product usage questions. They require a response at the earliest convenience of our support team.
  • Not sure how to use the forms, lab ordering, faxes, e-prescribe, or other features
  • Would like to upgrade pricing plans and/or add-on additional features/prescribers/etc
Normal These are questions or issues that aren't blocking use of the product, but they do require a quick response.
  • A particular feature doesn't seem to be working properly
  • You updated your settings but it does not seem like the update is working
  • You need to change account information that is not accessible via the settings page
  • You added/removed a user but the action doesn't seem to have worked
  • Email support@akutehealth.com
  • Message via our chat widget on www.akutehealth.com
  • Message via shared Slack channel (enterprise only)
High These issues prevent using the product or service effectively or a particular non-mission critical feature. They require an immediate response.
  • Service is too slow to be effective
  • E-prescribe/lab ordering/faxing are showing random errors
  • Sporadic errors are occurring across the app 
  • Text 512-790-0562
  • Message via shared Slack channel and @mention your AE (enterprise only)
Urgent These are issues that either completely blocks the use of the product or a mission critical feature. These are top priority responses.
  • Service is down and not accessible by users.
  • Service is slowed to such a degree that resources are not loading
  • Call 512-790-0562. Leave a voicemail detailing the issue if we don't answer
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