The Cureatr Support Team provides Tier 3 Support.
Cureatr will have live support available from 8am to 7pm EST
- Primary method of escalation for Priority 2 and Priority 3 issues will be to email support@cureatr.com
- The Institution’s Support can also call 646-661-5158
- For Priority 1 issues (e.g. System Down) the primary method of escalation will be to email prioritysupport@cureatr.com
Cureatr will have after hours support for Priority 1 (e.g. System Down) incidents only
- Primary method of for after hours support will be to email prioritysupport@cureatr.com.
- Secondary method for after hours support will be to call 646-661-5158
- Cureatr will respond directly to Organizational Leads.
Cureatr creates an internal ticket in Zendesk and/or Jira, and provides that number back for reference.
Issue resolved by Cureatr Support
- Update on issue resolution provided back to Support or Organizational Lead
- Confirmation of issue resolution by Support or Organizational Lead to Cureatr.
- Zendesk and/or Jira Ticket Closed.
- Issue resolved by Support