FAQs
General Questions
Q. What does onboarding look like?
We stand by our Supportable Path to Success Plan.
| Project Kickoff: Introductions, Role Establishment, Onboarding Portal access, Meeting Cadence established. | ||
| 2-4 Weeks | Phase 1 – Configuration:
| |
| 1-2 Weeks | Phase 2 – User Acceptance Testing (UAT):
| |
| 1-2 Weeks | Phase 3 – End User Training:
| |
| Go-Live Date: Referral Form(s) live on your website, social media, etc. | ||
| As Needed | Phase 4 – Post-Launch Support
|
This is our general expected time-frame. The process varies based on the complexity of your setup and the availability of your team.
Q. Does Supportable integrate with any other software?
YES!
We love integration. If you have a platform that you love, we’re interested in hearing about it.
Integrations, however, can be complex. So no guarantees. If your situation and/or use case is viable to our our product roadmap, we start with a discussion. At the end of the day, that system needs to be integration friendly.
Q. Does Supportable integrate with my EHR?
YES! We already integrate with a number of EHRs.
If your EHR is integration friendly, our priority is always to build a direct API integration. It provides the best user experience and ideally, depending on that EHR’s available endpoints, offers 2-way transfer of data. The approach here is always to work in tandem with their product team. We’ve come across several of them ready and willing to build integrations with us.
If that is not an option, we have an integration solution via Chrome extension. All we need from any new EHR is a temporary user account for one of our developers to access the system, map the fields, and build the configuration. This is an efficient and repeatable process, as we’ve already done the heavy lifting of building the engine that drives the extension.
Q. What are your fees and how are they charged?
- You can refer to our Pricing page for subscription
details. We charge a Setup Fee for onboarding, which is
based on the complexity of your setup. - We charge a Setup Fee for onboarding. This is based on the
complexity of your setup and the degree of customization
you’d like our Chrome Browser Extension to
have with your EHR, should you opt to. - We offer custom reporting for a fee. This fee will come in
the form of an estimate based on a Statement of Work (SOW).
This SOW is determined by your requirements for the custom
report.
Q. What kinds of payments do you accept?
ACH
Customer Service
Q. What kind of support do I get from my plan?
To start, we designate an Account Manager for you. We also provide an in-house ticketing system for administrative users to communicate directly with our Customer Success Team.
Can I change my plan later
Throughout the course of your agreed upon term you are locked into the seats you purchased. You are able to add additional seats or request changes to your setup at any time.
Q. What is your cancellation policy?
We require a 60-day written notice.
Technical Stuff
Q. Will it work on my computer?
Supportable is a cloud-based web application. If you have a
computer connected to the internet, you can run Supportable. See
your browser’s system requirements:
Q. How do you protect client data?
We take HIPAA compliance very seriously. When building Supportable, we took every measure possible to ensure yours and your client’s data is safe.Our data center and architecture are SOC 2 compliant systems. For those who require documentation, we are able to produce our SOC 3 documentation after completion of a Non-Disclosure Agreement.
Q. What are your policies and procedures regarding data storage?
We take daily backups of data.
Q. What is your uptime?
Supportable currently runs at a 99.9% uptime guarantee. Details of an SLA are available upon request.
Q. Do you provide a BAA?
Yes. A Business Associate Agreement is baked into our Software User Agreement.