> For the complete documentation index, see [llms.txt](https://docs.welkinhealth.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.welkinhealth.com/support/about-support/support-overview.md).

# Support Plans & SLAs

## 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.

***

## 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                        |

***

## Jira Service Management (JSM)

All support requests are submitted through [**Jira Service Management (JSM)**](https://welkinhealth.atlassian.net/servicedesk/customer/portal/1). JSM is the single portal for:

* Support tickets (technical issues and bugs)
* Work requests (licenses, provisioning, configuration)
* Tracking the status of open requests

***

## 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 <support@welkinhealth.com>.

***

## Related

* [Submit a Support Ticket](/support/submit-a-request/support-tickets.md)
* [Work Requests & Licenses](/support/submit-a-request/jsm-work-requests.md)
* [Product Feature Requests](/support/submit-a-request/product-feature-request.md)


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