This Verato Technical Support Guide is effective March 31, 2025 for prospects and new customers that sign their agreement on or after this effective date.
The Verato Support Plan is both a service program and resource program that Verato provides to customers during the License Term. The Verato Support Plan offers technical assistance to a customer to ensure correct and continuous access to the Verato Services and any licensed data. The Support Plan does not take the place of training and documentation, but instead offers technical assistance, particularly when a customer’s access to the Verato Service is impaired, or the Verato Service appears to be functioning improperly. The Support Plan is also the primary vehicle by which a customer can report suspected product defects, as well as submit requests for defect correction, product extensions, and enhancements via support cases.
Products and Services covered
The Verato Support Plan covers all legacy, new and future Products and Services for Verato customers that are subject to the terms and conditions of an active service agreement with Verato. The Verato Support Plan includes and supports a customer’s use of Verato products and services previously referred to as UMPI or Universal MPI, Auto-Steward, Enrich, hMDM, Patient Identity, Provider Identity and/or Customer Identity as well as other product or service names as set out in customer’s service agreement with Verato. Please note the Verato Support Plan also includes support of the various Services, Packages and Tiers available on the Verato MDM Cloud Platform (released in March of 2025), which are referenced generally on the following webpage link https://verato.com/verato-mdm-cloud-products, and which are specifically set out in the customer’s Product Order or Service Order.
Important Contact Information
|
Contact Information |
Details |
Example Uses |
|---|---|---|
|
https://support.verato.com |
Verato Support Portal Online portal used to submit and monitor support tickets with Verato, as well as access online help articles. Access will be provided to up to three (3) Designated Support |
All support requests and severities:
|
|
customerservice@verato.com |
Verato Support Email Non-Designated Support Contacts can reach out to Verato Support via email for individual low-impact support issues. Verato does not guarantee SLAs for email support. |
Non-critical issues not requiring designated support contact intervention, such as password reset. |
|
(703) 270-0874 |
Verato Emergency Support Hotline Can be used by any designated support contact to alert Verato Support of critical-impact issues to production environments outside of business hours, which are 9AM-6PM EST, Monday-Friday. Excluding Federal holidays. |
Business-critical issues, such as:
|
Coverage Time by Case Severity
The coverage time listed below indicates the time windows during which Verato’s Support Representatives are available to respond to new support cases.
|
Severity Level |
Coverage Time |
|---|---|
|
Level 1 - Critical |
24x7 |
|
Level 2 - High |
24x7 |
|
Level 3 - Medium |
9AM-6PM EST, Monday - Friday, excluding Federal Holidays |
|
Level 4 - Low |
9AM-6PM EST, Monday - Friday, excluding Federal Holidays |
Designated Support Contacts
To use the Verato Support Plan, customer selects which of its employees will be a Designated
Support Contact (DSCs). Customer is permitted to designate DSCs, wherein these individuals will have decision making authority over the customer’s technology environment for permissions and actions. Customer may change its designated DSCs at any time by providing notice of such change to Verato by submitting a Support Case via the case management system at support.verato.com.
DSCs are authorized by the customer’s organization to act as the direct liaison between the customer and the Verato Support Team Member assigned to each Support Case. The DSCs should be properly trained and authorized to access and use Personally Identifiable Information (“PII”) or Protected Health Information (“PHI”) that might be revealed only if absolutely necessary while carrying out the support troubleshooting processes. If the customer absolutely must share PII and/or PHI, such data can ONLY be shared with Verato via SFTP. Customer is not allowed to share PII and/or PHI via a Support Case. File sizes may be up to 5GB each, and customers may upload as many files as needed within that file size limit. For more details, please refer to Sections 4.2 and 4.3 below.
The customer’s Designated Support Contacts shall be responsible for:
- Submitting support cases to Verato.
-
Interacting with Verato Support Representatives to troubleshoot and resolve support cases.
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Developing and conducting efforts to troubleshoot and resolve the technical issue within
customer’s organization. -
Receiving official communications from Verato related to upcoming product changes or operational issues.
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Providing approval for changes in user permissions and environment actions.
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Providing approval for additions and removals of “Standard Support Portal" users.