Integrated Care support



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.


Important:  Do not include any Personal Information (PI), including Protected Health Information (PHI) or Sensitive Personal Information (SPI), in information or documentation when opening a case.


Technical support articles and release notes



Product documentation



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