How to work with our Service Desk.
Everything you need to reach us, understand how requests are prioritized, and get issues resolved fast, right from our headquarters in Saint Joseph, Missouri.
Three ways to reach us.
Pick the channel that matches the urgency of your issue.
Best for emergencies and high-priority issues. During business hours our team answers directly; after hours you're routed to the on-call analyst. If they're unavailable, leave a detailed voicemail and we respond within the hour.
Best for medium- to low-priority issues. Submit tickets, chat with support staff when available, and browse the Knowledge Base for self-service troubleshooting. Tickets submitted after hours are handled the next business day.
Best for low-priority issues. Emails automatically generate a ticket and you'll receive an acknowledgment immediately. For anything urgent, don't rely on email; call the support line instead.
How tickets are prioritized.
Every ticket is assigned a priority so critical needs are answered without delay.
Critical application outage, multiple users or sites affected, or direct impact on patient care.
Multiple users or locations affected; reduced productivity but a workaround exists.
Single user or site affected; minimal impact on productivity.
General questions, requests, or issues with no operational impact.
Before you contact us.
First stop: your PACS Administrator. Tell us what's already been tried before opening a ticket; it saves everyone a step.