Here's what you get when something breaks, when you have a question, or when you need a hand setting up a workflow. Broken down by tier, by channel, and by time of day. Save as PDF (⌘P / Ctrl+P) for your contract review.
Document version: 2026-05-14 · Latest version always at medicarehis.com/support
[email protected] for general support, [email protected] for security/disclosure (RFC 9116 contact), [email protected] for invoice queries. Every email is acknowledged within the response-time SLA. Customer-specific email aliases (e.g. [email protected]) provisioned at Hospital tier+.
Founder mobile + WhatsApp during business hours (08:00–18:00 Accra time, Mon–Fri). Emergency P1 line available 24×7 for Premium-support customers (Hospital + premium uplift; included for Enterprise). Calls answered or returned within the response-time SLA.
We share a WhatsApp Business number with each customer at onboarding. It's the same number as the founder's mobile. Good for quick questions, and for sending a screenshot or photo when something's off on the clinical floor. We don't run P1 incidents through it — those go to email or phone so there's a clear record.
Coming at Stage 2, once we hire the implementation engineer: an in-app "Get help" button that opens a ticket straight from the user's session and attaches the relevant audit-log entries and recent actions for you. It's not live yet. For now, tickets come in by email.
| Capability | Starter | Hospital | Enterprise / Premium uplift |
|---|---|---|---|
| Email support | Business hours | Priority queue | 24×7 |
| Phone support | — | Business hours | 24×7 (P1/P2) |
| Business hours, best-effort | Business hours | Business hours + on-call escalation | |
| Dedicated CSM | — | 1 hour / month | Named, with quarterly business reviews |
| P1 acknowledgement SLA | 4 hours business-hours | 1 hour business-hours; 4 hours OOH | 30 min, 24×7 |
| P1 first-fix SLA | 7 days | 7 days | 24 hours |
| Quarterly business review | — | Optional | Standard |
| Custom integration support | Paid project | 1 integration / year included | 3 integrations / year included |
| On-site support visits | Paid travel + day rate | 1 included on go-live | 2 per year included; additional at negotiated rate |
A premium support uplift on top of the Hospital tier gives you 24×7 phone coverage with Enterprise-tier P1 SLAs. It's worth it if you run 24-hour wards (ED, ICU, theatre, labour) where someone has to be reachable after hours. Talk to us for the current uplift fee.
[email protected]. The founder responds within 24 hours.2 live sessions (60–90 min each) for your hospital admin / IT lead. Cover: tenant configuration, user management, ward catalog, formulary, payer setup, reporting. Recorded for new-hire reference.
1 live session per department (60 min). Reception, OPD, consulting, lab, pharmacy, billing, ward, ED. Hospital-tier customers: department-specific sessions. Starter-tier: combined "all-staff" overview.
Self-serve documentation at docs.medicarehis.com (Stage 2 — published Q3 2026). Today: PDF user guides delivered at onboarding, updated quarterly. Search-as-you-type help inside the app is Stage 2 capability.
3–5 minute task-specific videos for the most common workflows (register patient, write a prescription, submit a claim, perform discharge). Library accessible by all users.
When your hospital hires new clinical staff after go-live, they self-onboard via the recorded admin and department-staff sessions. For 5+ new hires, we offer a live refresher session at no charge for Hospital-tier customers.
Enterprise-tier: an annual workflow review with your clinical and IT leadership. We look at how the system's actually being used, find the features nobody's touching, and suggest what to change. It's usually the most useful hour of the year.
Companion documents: Procurement evidence pack · Brochure · Security whitepaper · Deployment architecture · Compliance roadmap · SLA · Onboarding
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