Client Support Policy

Introduction

At Aurora, we are committed to providing high-quality support to ensure a seamless experience with our RCI Platform. This policy outlines our support offerings, response times, and communication channels to help you get the assistance you need.

Support Channels

Support may be accessed through the following channels:

Email:

• For general inquiries and non-urgent support issues, please email our support team at support@aurora-healthcare.com.
• Include a detailed description of the issue or concern, relevant account information, and any supporting documentation.
• Please do not include any patient identifiable or confidential information.
• Our team will respond within 4-8 hours.

Phone:

• For urgent issues that require immediate attention, please call our support line at 1-800-939-5188.
• Phone support is available Monday to Friday, 9 AM to 6 PM (EST).

     Account Management:

1. • • For issues related to additional training, billing, or strategic concerns, please contact your designated account manager directly.
     • Account managers are available during regular business hours and will respond within one business day.

Support Hours

Our support team is available:

1. • • Monday–Friday: 9 AM – 5 PM Eastern.
     • Weekends & Holidays: Limited or no support (Emergency support available for critical issues).

Response Times

We strive to respond to all inquiries within:

1. • • Critical Issues: Response within 1 hour.
     • High Priority Issues: Response within 4 hours.
     • Medium Priority Issues: Response within 24 hours.
     • Low Priority Issues: Response within 48 hours.

Scope of Support

Our support includes assistance with:

1. • • Guidance on using features effectively
     • System performance and availability
     • Bug reporting and escalation

What We Do Not Cover

1. • • Custom development requests
     • Extensive configuration modifications
     • Additional training

Escalation Process

If an issue remains unresolved, users may request an escalation by:

1. • • Contacting support with a ticket ID reference
     • Requesting a callback from a senior support specialist
     • Engaging with a dedicated account manager (for enterprise clients)

Client Responsibilities

To ensure efficient support, we ask clients to:

1. • • Provide accurate and detailed descriptions of issues
     • Supply screen captures and other examples of reported issues when possible.

Feedback and Suggestions:

We value your feedback and suggestions for improving our services. Please email feedback@aurora.com with your comments.