How do I contact Support?
For urgent problems, call PowerShare Support. For non-urgent inquiries or questions, email support@nuancepowershare.com or submit your question through the Healthcare Service Community Portal.
What are Support’s hours?
The Support team is fully staffed from 8 AM to 5 PM Monday through Friday Eastern Time. The team always has on-call Support after hours 24/7/365.
When can I expect a call back?
If you reach the answering service after regularly staffed business hours and leave a message, an on-call support engineer answers your call as soon as they're available. The support team uses a triage process to handle the most critical matters first.
If I submit a ticket through the portal, when can I expect to be contacted?
Only submit non-urgent tickets through the portal. The support team works on non-urgent tickets in the order they receive them. Call in more urgent problems as they are prioritized over emailed tickets. As a result, emailed, non-urgent tickets could take a few days before you get a response.
If no one contacts me, what do I do?
Depending on your problem urgency, you can contact your Customer Success Manager if you didn't receive a response from support. Provide the ticket number so they can investigate and assign a Support Engineer to your case.
What do I do if the ticket is closed but not resolved?
If this problem occurs, inform your Customer Success Manager and provide the ticket number so they can investigate and escalate for a resolution.
What information should I include in the voicemail if no one answers?
Include your name, the name of the PowerShare account you use, the email address you use to log into PowerShare with, and a good callback number. Inform Support if you use a different email for communications than your PowerShare login. If there's a particular time or day that would be best to reach you, include that information. Additionally, if you have another person that can also be reached if you're not available, provide that contact information as well. Share a brief description of the problem you're experiencing including the feature and action. For example, sending studies (action) through a specific sending channel (feature), or exporting a report (action) from Analytics (feature).
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