Integrated Care support
Contact
You can contact support or open a support case for Merative ™ Integrated Care by visiting Merative Support.
- You must log in to the Merative Support Community to open a case.
- Each case is assigned a unique number for reference and a severity level, which is based on the details in the case description.
- Updates and client responses are sent by email and recorded in the case comments.
Technical support articles and release notes
- For technical support articles and release notes published after October 2022, see Merative Support Docs.
- For technical support articles and release notes published before October 2022, see Support articles and release notes.
Product documentation
- For product documentation, see Merative Support Docs.
Hours of operation
Integrated Care support business hours reflect the normal North American business hours in your time zone. For example, 8:00 AM to 5:00 PM in your specific time zone, Monday through Friday, excluding national or statuatory holidays.
Severity definitions
Severity 1: Critical business impact/service down
Business critical functionality is inoperable or critical interface has failed. This applies to a production environment and indicates an inability to access services resulting in a critical impact on operations. This condition requires an immediate solution. This usually impacts all users or a significant portion of users.
Response Time Objective
- 1 hour
Severity 2: Significant business impact
A service business feature of function of the service is severely restricted in its use or you are in jeopardy of missing business deadlines. This usually impacts at least a subset of users rather than one individual.
Response Time Objective
- 2 hours
Severity 3: Minor business impact
Indicates the service or functionality is usable and there is not a critical impact on operations. There may be impact for only a single user.
Response Time Objective
- 4 hours
Severity 4: Minimal business impact
An inquiry or non-technical request. Any issue that has no impact on operations and can wait days for resolution.
Response Time Objective
- 1 business day