One support channel
All support requests go through the contact form. There is no support inbox, ticket portal, or phone line yet, so a message sent through the form is the fastest way to reach the people who build the product.
Support
Support
Synaptiq Health AI is an MVP under active development. Support is handled directly by the product team through the contact form, and this page explains how to reach us and what to expect.
Choosing a topic
The contact form asks for a topic: Pilot request for evaluating the platform at a clinical organization, Product question for how something works, Security or privacy for data-handling questions, Partnership for integration and commercial discussions, and Other for anything else.
What to expect
There is no published response-time commitment, service-level agreement, or on-call rotation. Messages are read and answered by the product team on a best-effort basis. If a request is time-sensitive, say so in the message.
Do not send patient information
Never include real patient information, PHI, or record exports in a support message. If a problem involves a specific chart, describe the page and what happened, and reference the patient by the identifier shown in the URL rather than by name.
Not a clinical channel
Support is not a clinical communication channel and must never be used for anything urgent involving patient care. For a clinical emergency, contact the patient's care team or emergency services. The platform supports record review; it does not replace clinical judgment.
Account and access problems
Accounts are created through the access request form and activated by an administrator, so a login that is rejected usually means the account is still pending approval. Password resets and account suspension are administrator actions. Use the contact form if an account is stuck.
Reporting a bug or a barrier
Include the page you were on, what you expected, what happened instead, and the browser you used. If the problem is an accessibility barrier, the accessibility statement describes what else is useful to include.
There is no ticketing system, escalation path, or published response-time commitment today. Support commitments will be defined in a customer agreement before any production deployment.