Support Policy
This Support Policy describes the technical support Clarity Health Revenue Cycle Management provides alongside the Services, how to reach it, the response objectives it works to, and what falls outside its scope.
1. Scope of Support Services
Clarity Health RCM shall provide technical support services (“Support Services”) to assist the Customer with troubleshooting, bug resolution, and general inquiries pertaining to the core functionality of the Services and associated analytics dashboards.
2. Support Channels and Availability
Support Services are accessible via Clarity Health RCM’s designated email, phone, or ticketing portal. Standard Support Services are provided during Clarity Health RCM’s standard business hours, excluding recognized corporate holidays.
3. Service Level Objectives (SLOs)
Clarity Health RCM shall make commercially reasonable efforts to acknowledge and respond to Support Requests within twenty-four (24) business hours of receipt. Resolution times will vary based on the severity and complexity of the reported issue.
4. Disclaimer of Support Guarantees
Support Services are provided on a commercially reasonable efforts basis. No warranty or guarantee is implied regarding the successful resolution of any specific issue, the exact timeframe for such resolution, or the continuous availability of support personnel.
5. Exclusions
Support Services do not encompass, and Clarity Health RCM bears no responsibility for, anomalies or performance degradation arising from: (a) the Customer’s proprietary hardware, network infrastructure, or internet service provider; (b) unauthorized modifications to the Services made by the Customer; or (c) third-party software or integrations not provisioned or explicitly approved in writing by Clarity Health RCM.
Contact us
Support requests can be sent to info@clarityhealthrcm.com or raised by phone on 312.870.0290.