Announcement of New Support Request System

Health Asset Management, Inc. (HAMi) is excited to announce a new change in the process when requesting support for PaperTracer issues, problems or projects. The new Support Request System may be accessed by navigating to Help > Contact Support by a user account with Administrator privileges, or by a standard user, in the scenario when no custom support contact information is configured in Administrator > System Settings.

It will require completion of a short form that includes describing your problem or need and priority status. The form should be completed as the initiation for all requests. You will receive a confirmation email for the submission of the request and our support team will evaluate and respond as per the specified priority in the request.

Please refer to the definitions below when selecting the support ticket priority. This will aid the PaperTracer support team in better assisting your concerns. All requests are responded within business days (Mon - Fri, 8 AM to 8 PM EST).

  1. High Priority: There are one or more issues which are completely affecting your ability to use the PaperTracer system. Our support team will respond to your request with either a solution, or a plan to enact a solution within 4 hours.
  2. Medium Priority: There are one or more issues which are affecting your ability to use the PaperTracer system, but you are still able to perform your daily functions. Our support team will respond to your request with either a solution, or a plan to enact a solution within 1 business day.
  3. Low Priority: You have a non-critical issue, a suggestion for a new feature, or an idea to revise a current feature. Our support team will respond to your submission with either a solution, or a plan to enact a solution within 2 business days, and may request additional details from you as needed.

If the issue is of an urgent nature feel free to call our support number (904) 236-6171 or send an e-mail tosupport@hami.com.

This new procedure will allow for tracking and monitoring of all requests for priority or general needs to facilitate timely service delivery. Although support service has been rated high in our Customer Satisfaction Survey, the new Support Request System will be a process improvement for HAMi helping to better meet the timeframes projected for completion of your support requests.

The new Support Request System will be effective as of June 24th, 2013. We greatly appreciate your support and business. Please let us know if you have any questions. Thank you for working with us to implement this new Support Request System process to better serve you.

Kevin Hoot
CTO
Health Asset Management, Inc.