Support

Every hour of every day, we are available to help you keep your devices running smoothly so your caregivers can provide your residents with high-quality care.

Our Approach

When operating a senior living community, your job is to keep your residents safe and happy. This is why we are available 24/7 to help with unforeseen tech issues you may experience.

We aim for efficient and effective tech support to keep your residents safe and your caregivers prepared.

  • Tech support is always human support
  • We provide training, planning, and installation
  • Fast response and sensible levels of escalation
rated

4.89

by clients spanning thousands of tech support cases

See why our platforms are trusted
‍all over the nation

Excellent Service

"Your familiarity with our system, professionalism, helpfulness & patience is greatly appreciated!"
Dolly m
Business Office Manager

Awesome Support Staff

"Every time I call I get great service!"
frank e.
Resident Assistant

Levels of Triage

The severity of a request is determined by the extent of the impact to the customer and nature of the issue or request.

Priority

  • Critical

  • High

  • Medium

  • Normal

Time to First Response

  • 1 hour

  • 2 hours

  • 4 hours

  • 8 hours

Time to Resolution

  • --

  • 48 hours

  • 24 hours

  • 1 hour

Priority Levels

Normal
Tickets that do not affect the working operation of software or hardware, nor does it jeopardize the safety of the residents. These tickets are often quickly solved but take less priority to those that are more urgent.
Medium
Tickets that may have improperly working software or devices. This may be an inconvenience to staff members and may prevent staff from doing their job efficiently. Operations can continue by applying a workaround.
High
Tickets can include loss of functionality to software, head end equipment or infrastructure devices such as repeaters, and operation is severely impaired. Operations can continue in a restricted fashion, although long-term care of the community residents might be adversely affected.
Critical
Tickets that present a total system failure and prevent a staff member from providing care for their residents or can cause other devastating consequences. These tickets are worked first or passed to a senior team member.

Frequently
asked questions

What products are covered by support?
What levels of support do you offer?
Can I get on-site support?

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