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Business Hours

Our business hours are Monday-Friday 7:30am - 3:30pm EST.

Severity Levels

  • Severity 1 - ProcedureFlow is unavailable or data integrity issues affecting all users. There is no known workaround.
  • Severity 2 - ProcedureFlow performance is severely affected for most users. There is a workaround, but it is not reasonable in the long term.
  • Severity 3 - Bug with the software affecting a limited amount of users. There is a reasonable workaround.
  • Severity 4 - Product training and feature requests.

Initial Response Times

  • Severity 1 - 1 hour or less
  • Severity 2 - 4 business hours
  • Severity 3 - 24 hours
  • Severity 4 - 24 hours

After Hours Support

We currently provide 24/7 support for all Severity 1 issues. To receive after hours help, you must call us (1-888-827-3918). Severity 2, 3 and 4 are handled during business hours.

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