Support Plans & SLAs

Welkin Health offers two support tiers – Standard and Enterprise. Your plan is defined in your contract and determines response time SLAs and included services.

Support Plans

Feature	Standard	Enterprise
Support tickets via JSM	✓	✓
Work requests & configuration changes	✓	✓
Dedicated Customer Success Manager	–	✓
Priority response times	–	✓

Refer to your contract for the complete list of SLAs and covered services.

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Response Time SLAs

Tickets are prioritized by severity. Response times vary by support plan.

Standard Support

Priority	Description	Support Hours	Initial Response	Update Cadence	Channels
P1 – Critical	Production down, patient care blocked, data loss, or security breach	24/7	4 hours	Every 4 hours	Portal, Phone, Email
P2 – High	Major feature impaired, no workaround, significant business impact	Business hours (Mon–Fri, 8am–8pm)	8 hours	Every 1 business day	Portal, Email
P3 – Medium	Feature impaired, workaround exists, moderate impact	Business hours	2 business days	Every 3 business days	Portal, Email
P4 – Low	General question, cosmetic issue	Business hours	5 business days	Weekly	Portal, Email

Enterprise Support

Priority	Description	Support Hours	Initial Response	Update Cadence	Channels
P1 – Critical	Production down, patient care blocked, data loss, or security breach	24/7	15 minutes	Every 1 hour until resolved	Phone, Email, Slack, Dedicated CSM, Portal
P2 – High	Major feature impaired, no workaround, significant business impact	24/7	30 minutes	Every 1 hour during business hrs, every 4 hrs after-hours	Phone, Email, Slack, Dedicated CSM, Portal
P3 – Medium	Feature impaired, workaround exists, moderate impact	Business hours (extended, Mon–Fri 7am–9pm)	1 business day	Every 2 business days	Portal, Slack, Email, Slack
P4 – Low	General question, cosmetic issue, documentation	Business hours	3 business days	Weekly	Portal, Slack, Email

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Jira Service Management (JSM)

All support requests are submitted through Jira Service Management (JSM). JSM is the single portal for:

• Support tickets (technical issues and bugs)

• Work requests (licenses, provisioning, configuration)

• Tracking the status of open requests

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Your Customer Success Manager

Your CSM is your primary point of contact for:

• Strategic guidance and platform adoption

• Escalating urgent or unresolved issues

• Submitting work requests on your behalf

• Feature request prioritization discussions

Not sure who your CSM is? Contact [e-mail].

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Related

• Submit a Support Ticket

• Work Requests & Licenses

• Product Feature Requests