Please review the tabs below for relevant terms and conditions related to our core services.

Remedy CMS Help Desk & Managed Support

Our Help Desk is the front door for Managed Support (SLA)—keeping your Remedy CMS site secure, fast, compliant, and up-to-date. Use it for content edits, light UX tweaks, break/fix, updates, and incident response. Proactive growth work (SEO/AEO/GEO, content, CRO) is handled via an optional Growth Retainer.

How to Submit a Ticket

Tip: Don’t email individual team members—tickets route the right engineer, track SLAs, and keep updates auditable.

What to include

  • Clear summary & desired outcome
  • URL(s), screenshots, error messages, steps to reproduce
  • Priority/impact (e.g., P1—site down; P2—feature degraded; P3—routine)
  • Any deadline or compliance context (accessibility, legal, PHI workflows)

Support Hours & Coverage by Plan

  • Essentials (SLA): Mon–Thu, 7:00 AM–4:00 PM ET  •  P1 coverage during Support Hours; after-hours best effort
  • Growth (SLA): Mon–Fri, 7:00 AM–5:00 PM ET  •  Standard prioritization & escalation
  • Enterprise (SLA): Mon–Fri, 7:00 AM–5:00 PM ET  •  Priority escalation + on-call SRE & executive comms

Holidays observed: New Year’s Day, MLK Jr Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Veterans Day, Thanksgiving (Day Before/Day Of/Day After), Christmas (Day Before/Day Of/Day After).

Severity & Response Targets

We triage all tickets by severity. Full details are defined in the Hosting & Support SLA.

Plan P1 P2 P3
Essentials 4h acknowledge during Business Hours; after-hours best effort 1 business day 2 business days
Growth 2h acknowledge during Business Hours (and Fridays); status updates ≤90m until mitigation Same business day 1 business day
Enterprise 1h acknowledge 24×7 + immediate on-call engagement; status updates ≤60m; exec comms as needed 4 business hours 1 business day

Turnaround Time for Typical Requests

  • Quick edits (<1 hour): usually same–1 business day (Growth/Enterprise) or 1–2 business days (Essentials)
  • Small changes (1–3 hours): 1–3 business days depending on plan and queue
  • Larger changes (>3 hours): we’ll provide an estimate and schedule (may require a Work Order)

Work progresses within the included hours for your plan. If a request exceeds remaining hours, we’ll confirm scope and recommend next steps (use future hours, add a block, or issue a Work Order).

What’s Included vs. Project Work

Included (Managed Support)

  • Platform updates, security patches, dependency maintenance
  • Uptime monitoring, alerting, and incident response
  • Minor content edits and light UX tweaks
  • Backups/restores; Core Web Vitals watchlist & basic remediation guidance

Project / Growth Retainer

  • New modules/features, template redesigns
  • Large content migrations/imports
  • Integrations (EHR/SSO/CRM/scheduling)
  • SEO/AEO strategy, CRO experiments, landing pages

Billing & Rates

  • Included hours: covered within your SLA plan
  • Overages & non-covered work: $175/hr (billed to next cycle)
  • Off-hours work: 1.5× rate (after 4pm Mon–Thu; Fri–Sun; holidays) when pre-approved
  • Expedited “URGENT”: 2× rate for same-day or next-business-day (if we can’t meet the window, we’ll set a timeline and bill standard rate)
  • P1 incident response: included under your SLA

Some plans allow limited hour rollover (e.g., up to 10% for one month). See your Order for specifics.

Escalation

  • Primary: Help Desk ticket via portal/email
  • Dedicated Contact (Growth/Enterprise): Account manager to be provided
  • Path: Support → Duty Engineer → SRE/Platform Lead → Executive Sponsor (Enterprise)

Security, Accessibility & PHI

  • Security: TLS, WAF/DDoS mitigations, monitored updates; emergency patching as required
  • Accessibility: WCAG 2.2 AA intent for in-scope components; full audits/remediation available
  • PHI: Do not submit PHI via tickets or site forms unless a BAA is executed and approved workflows are in place

Service Credits

If monthly uptime falls below your plan’s target (after excluding Permitted Downtime), you may request service credits per the Hosting & Support SLA within 10 calendar days after month end. Credits apply to Hosting + Managed Support fees and are not cash refunds.

Best Practices for Faster Resolutions

  • Submit one request per ticket to keep scope clear
  • Attach approved copy/assets for content tasks up front
  • Include URLs, steps to reproduce, and business impact
Looking to grow (not just maintain)? Ask about the Remedy CMS Growth Retainer for SEO/AEO, local search, content sprints, CRO, and analytics—focused on appointments, provider utilization, and service-line growth.
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