Alluvium offers support across multiple channels using multiple tools. Users can contact Alluvium via email, in-app chat, in-app messaging, and through the support website. The support team is staffed Monday through Friday 7 am - 7 pm central time, except for Alluivum observed holidays. Outside of working hours, users can still submit support requests via email, in-app messaging, and through the support website. All support requests across all the channels are consolidated to a single support platform within Alluvium and users will receive an acknowledgement after a request is submitted. Users can also log into our support portal to view the status of their open requests. This document serves as an overview of the role of Alluvium support.
Communication
Users are required to provide an email address when submitting a support request. Below is an overview of each option.
Users email support@alluviumhealth.com directly with any questions. The more information you can provide, including your Alluvium organization, practice / provider names, etc. are very helpful. Please avoid using PHI in this space.
- In-app chat
Users click the blue Alluvium Help button on the bottom right side of the screen and enter a description of the issue/question. Articles are displayed based on keyword search and an option for live chat appears at the bottom. Users are required to enter their name, email address, and a description of the issue/question. The more information you can provide, including your Alluivum organization, practice / provider names, etc. are very helpful. Please avoid using PHI in this space.
- In-app messaging
Users will go through the steps above, but rather than a live chat option, there is an option to leave a message. This will display outside of staffed hours or if all support staff are unavailable. The more information you can provide, including your Alluvium organization, practice / provider names, etc. are very helpful. Please avoid using PHI in this space.
- Support Website
Users have 24x7 access to our support website to view support articles. There is an option to submit a support request directly through the website. Users are required to enter their name, email address, and a description of the issue/question.
- Client Facing Support Articles
- Phone
Users can also contact us via phone at (256) 254-5896. This phone number goes to a monitored voicemail and gets forwarded as a support ticket.
Support Severity Levels
Alluvium has four severity levels (4-1) and a severity level is assigned to each request when submitted. Below is an overview of the severity levels along with options when an issue is encountered, the required initial response time, and resolution time.
| Severity | Definition | Example | Total Resolution Timeline |
| Severity 4 | Problem resulting from an error or other condition that results in no performance degradation of the SaaS Services and during which the Customer Data remains fully accessible and unharmed, but requires non-critical, remedial maintenance to the SaaS Services or consists of reasonable requests for modifications to the SaaS Services. | Issue with low impact to the customer. |
Initial Response: 24 hours during business hours. Resolution: 10 days. |
| Severity 3 | Problem resulting from an error or other condition that results in any failure of the SaaS Services to perform in an acceptable manner, inhibits effective utilization of the SaaS Services, but does not meet the criteria defined for Severity 1 or 2 Problems above. | Minor functionality is impacted or there is performance degradation with an acceptable workaround. |
Initial Response: 1 hour during business hours. Resolution: 5 days. |
| Severity 2 | Problem resulting from an error or other condition that results in a negative impact to critical SaaS Services functions or the SaaS Services are unable to process Customer Data or to send notifications or communications but does not meet the criteria defined for Severity 1 Problems. | Major functionality is impacted or significant performance degradation is experienced with no acceptable workaround, but operations can continue in a restricted fashion. | Initial Response: 1 hour during business hours.Resolution: 2 days unless a workaround is available. |
| Severity 1 | Problem resulting from an error or other emergency condition that causes the SaaS Services to cease operating, severely impairs availability or normal operation of the SaaS Services, or results in corruption or unavailability of Customer Data. | Production issues halting Customer business operations with no procedural workaround. |
Interim Options: None. Initial Response: 30 minutes. Resolution: 4 hours. |
Interim Options for Severity 2-3:
Data Correction – Alluvium will take all reasonable measures to correct data in the database to resolve the issue.
Workaround Technique – Alluvium will provide the user with a materially equivalent alternate method to perform or accomplish the same task, until the issue is resolved in the next update to the SaaS Services.
Software Correction – If data correction and workaround techniques prove successful in Customer’s sole discretion, Alluvium will nevertheless resolve the issue in the next update to the SaaS Services.
Emergency Escalation – If Data Correction and Workaround Techniques prove unsuccessful, Alluvium will perform emergency maintenance to resolve severity 2 problems within forty-eight (48) hours of Customer’s request for emergency escalation.
Support for Our Clients
Troubleshooting and Escalation
Alluvium support is responsible for troubleshooting Severity 2-4 support issues that arise from the client, either on a support call or through the support ticket. Support is also responsible for escalation of Severity 1-3 issues as necessary for engineering team notification and to CS for client communication and awareness.
Modifications
Alluvium support primarily receives client requests of organizational modifications/additions. Note that appropriate questioning is required to verify the build from the client stakeholder/leadership team and may need to be verified with the CS team member for tracking via CS escalation.
Modification: edits to an existing organization either at the organization level or profile level either in the UI or SuperAdmin. This can include any of the following elements in the UI or SuperAdmin (e.g., workflow queues, questionnaires, integration).
Alluivum Platform Organizational Structure,
Additions: additions to either an existing or net new organization, workflow, or profile either in the UI or SuperAdmin. Additions can include ED, Urgent Care, PSG, or affiliate provider set ups. In either consumer or referral workflows. The exception to basic organizational or profile level additions would be implementations of expanding clients or newly onboarded clients that require project plans. Depending on the volume or level of complexity of changes needed, support is welcome to enlist assistance from the implementation team that built out the original client organizations.
Thank you for choosing Alluvium! Your feedback is crucial to us. If you encounter any issues, have suggestions, or want to share your experience, please reach out to our support team at support@alluviumhealth.com, submit a support request, or take a look at our Help Center.