TRUE CARE SYSTEM • FAQ
When to Contact Support
Guidance for deciding when an issue requires Provider leadership, compliance review, or Platform Support.
Privacy, HIPAA, and information-use notice
FAQ answers may reference PHI, workforce data, billing, payroll, authentication, support, or Provider configuration. Use minimum-necessary access, do not place sensitive values into public evidence, and follow approved Provider policies and roles.
Questions and Answers
When should Platform Support be contacted?
When approved user or Provider administration steps cannot safely resolve the issue, or when code, production diagnostics, integration review, or deeper data analysis is required.
What requires immediate escalation?
Possible cross-Provider exposure, unauthorized PHI access, suspicious authentication, data loss, medication safety risk, billing submission risk, payroll impact, or a critical outage.
Who should be contacted for policy questions?
Provider leadership, HR, payroll, billing, privacy, security, compliance, or legal counsel as appropriate.
Should users repeatedly retry failed submissions?
No. Preserve the error, review the source issue, and use the approved correction or resubmission workflow.
Can support make unrelated changes during a ticket?
Support work should remain limited to the approved ticket scope and the smallest safe correction.
Need More Help?
Review the related module guide and Troubleshooting page first. Create a Provider-scoped support ticket when the question involves unresolved production behavior, PHI, security, billing, payroll, integrations, or data integrity.