How do I access support?
During the commercial agreement process with AHI, technical support will be discussed and allocated to partners. AHI will provide 16 hours of free technical support to each partner to ensure a smooth integration process for SDK, turnkey SDK, White-Label, or multi-Tenant solutions. Any additional hours beyond the 16 provided will be charged at an hourly rate that will also be discussed during the commercial agreement process.
Active partners will be granted access to AHI's Knowledge Base and can find technical integration information and log support tickets when needed. Partners may also contact their AHI representative during business hours for guidance, but their query may be directed through the Knowledge Base support ticket process.
What is the support ticket process?
When logging a support ticket through the Knowledge Base partners must provide as much information as possible.
- A detailed easy-to-follow explanation of the problem. (EG: We are testing our application; blood pressure estimates are not showing up as a result for a user). The more information you can provide the better. Overcommunication can be helpful to ensure we're understanding the exact problem.
- Pictures of video examples of the problem. If you are able to capture the problem visually, it makes it easier to identify.
- Use correct terminology. Try your best to use the correct wording when describing features. Incorrect wording can send the team on a wild goose chase.
- Try to identify user related issues before submitting a support ticket. If a problem is user related, run through a check list prior to lodging a ticket. (EG: Get the user to send you a video of the problem. Maybe there are conducting a scan in an incorrect manner).
- Keep watching the support ticket for further questions or solutions. AHI will reply via the support ticket, it is imperative that partners check every 24 hours to ensure we can resolve an issue as efficiently as possible.
It's important to note that AHI has staff located globally, and partners may be in a different time zone than their AHI representative or support team. Support tickets will be responded to within 24 business hours, and partners are advised to check the support ticket regularly for further questions or solutions.