Support policy
How we handle your requests.
Hours
Monday to Friday, 8:30 a.m. to 5:00 p.m. Eastern, excluding holidays. Online tickets can be opened at any time.
Severity and response targets
Every ticket is assigned a severity. The severity you choose sets our first-response target; our team may adjust it after reviewing the request.
| Severity | What it means | Target first response |
|---|---|---|
| Critical (P1) | System down. Nobody can scan or retrieve documents. | 2 business hours |
| High (P2) | A major feature is broken and there is no reasonable workaround. | 1 business day |
| Normal (P3) | Something isn't working right, but you can keep working. | 2 business days |
| Low (P4) | How-to questions, training, licensing and feature requests. | 3 business days |
Response targets are measured in business hours. If your system is down, please call 866-208-8474 as well as opening a ticket.
How a ticket moves
- New: we've received your request and sent you a ticket number.
- In progress: a member of our team is working on it.
- Waiting on you: we've asked a question or sent a fix to try. Reply on the ticket page or to our e-mail.
- Resolved: we believe the issue is fixed. Reply within 7 days if it isn't and the ticket reopens.
- Closed: the ticket is complete.
What's covered
All VersaIMAGE products require a valid support and maintenance agreement, invoiced and paid yearly in advance. Customers with a current agreement receive:
- Phone, e-mail and online ticket support
- Remote support sessions for diagnosis and repair
- Software updates and license codes
- Help planning moves to new PCs or servers
When VersaIMAGE-provided hardware is involved, we can usually ship replacement units the same or next business day by the freight carrier of your choice.
Your data
Only send us files we need to solve the problem. Please don't include patient information, Social Security numbers or other sensitive data in attachments unless we ask for it; we'll arrange a secure transfer when it's necessary.