Support Policy

MedNet Medical provides a team of professional, experienced support personnel to help you get the most out of your MedNet Medical products.

Support is available as follows:

  • Email:
  • Telephone: 877-633-6384 option 5

Hours of Operation

MedNet Support standard hours are 9:00am-5:00pm Eastern Time on normal business days.


After-hours on-call support for emergencies is also available via the toll-free number 1-877-MEDNET4 (1-877-633-6384). After-hours support incidents,except for Level 1 issues (defined below) are billed on a per-incident basis.


MedNet Support is closed on the following observed public holidays: New Year's Day, President's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving (Thu and Fri) and Christmas Day.

Supported Issues

Most issues can be handled directly by our Helpdesk Support team. Examples of these call types include:

  • Questions about using system features/functions
  • Troubleshooting data or functional problems that result from how the system is being used
  • Assisting local network technicians in evaluating connectivity and performance
  • Reporting of a system issue (bugs or system not available)

Non-Supported Issues

MedNet Support is available to assist by providing information to help resolve software or business issues relating to use of MedNet products. Requests for extended training, custom technical work, or other similar items are referred to our Customer Service team for additional assistance and a price quote. For questions regarding issues not directly related to the use of our software (such as general PC or network troubleshooting), please contact your office's computer technicians.

Priority Levels

Support issues are classified by priority level as identified below, with the indicated response targets

Priority Level Definition Response time Target resolution Effort
Level 1: System problem that has resulted in a down situation in which a client is unable to use the system or significant functions thereof with critical impact on the client's operations. A reasonable workaround is not available. 1 hour 8 hours or less Work continuously to resolve
Level 2: System problem that has resulted in a situation in which a client is unable to use a significant system function, but is able to continue working with other functions. The impact on the client's operations is high but not critical. 4 hours 24 hours or less Work continuously to resolve
Level 3: Problem that does not seriously affect the client's operations or schedules. A Category 1 or 2 problem that has been temporarily resolved with a workaround may be categorized thereafter as a Category 3 Problem. 1 business day 10 business days Normal business hours
Level 4: All other problems with system other than those falling within the categories above. This category includes errors in documentation and instances when the system does not operate strictly according to specifications. 1 business day Normal release cycle Normal business hours