Overview
Tissue Health Plus (“THP”) provides comprehensive support services to all Customers of its Software and Services to ensure optimal performance, issue resolution, and ongoing Customer success.
Scope of Support Services
Support Services include:
- Technical troubleshooting and resolution
- Bug identification, tracking and resolution
- Access and login issues
- Workflow clarification and system guidance
- Scheduled Software updates and releases
- Documentation and educational resources
Support Hours
- Standard Support : Monday to Friday, 8:00 AM to 5:00 PM CST (non-critical issues)
- Critical Issue Support : 24/7 support for system-wide or high-impact patient care issues
- Support requests may be submitted via:
- Web support form
- Email: support@TissueHealthPlus.com
Support Request Classification and Response Times
| Severity | Description | Initial Response | Target Resolution |
| SEV1 | System or app is down, significant impact to patient care | 30 minutes | 6 business hours |
| SEV2 | High-impact issue with no workaround, affects patient care | 2 business hours | 1 business day |
| SEV3 | Moderate issue with a workaround in place | 4 business hours | Hold for hotfix release |
| SEV4 | Low-impact issue or minor bug, workaround available | 1 business day | Next scheduled release |
| Standard Ticket | Admin/support request, training help, unknown impact | 1 business day | 1 business day |
Software Uptime Commitment
- THP guarantees 99.9% monthly uptime for the Software, excluding Scheduled Maintenance (as defined below) and force majeure
Maintenance and Updates
- Advance notice (at least 72 hours) will be provided for all Scheduled Maintenance.
- “Scheduled Maintenance” is defined as planned downtime of the Software and applicable Services, as determined by Customer, necessary to perform upgrades, updates, or other technical modifications to maintain, enhance, or improve the quality of the Software and applicable Services. Customer will use commercially reasonable efforts to (i) schedule such maintenance during non-business hours, (ii) limit the duration of Scheduled Maintenance to no more than five (5) hours per month, and (iii) minimize any disruption to Customer’s use of the Software and applicable Services. Scheduled Maintenance will not be counted as downtime for purposes of calculating the uptime commitment
- Updates include bug fixes, performance improvements, and new feature rollouts (subject to Section 1.3 of the PMSSA).
- Emergency maintenance may occur with shorter notice as required.
Exclusions
Support Services do not apply to issues resulting from:
- Customer network misconfigurations
- Third-party system failures (e.g., EMR downtime)
- Internet disruptions or natural disasters
- Unsupported hardware or software environments
Contact Information
- Support Email : support@TissueHealthPlus.com
- Phone : 888-369-9375
- Web Portal : https://www.tissuehealthplus.com/support/
