Support

If this is an emergency, please go to the section below.
The Bridge support team recommends the following procedure for requesting support.

1. Submit a ticket to your Bridge provided support panel (Jira) * Not all clients are provided with a support panel. If you have not been provided with one, please proceed to Step 2
2. Contact your account and/or project manager. If you do not have an assigned account manager, please call our toll-free number (provided below).

Types of support offered

Telephone

• Office hours 9am – 5pm Eastern Time
• Emergency line with voicemail

Email

• Office hours support email
• Emergency support email (sent to multiple Bridge staff, incl. management)

In-portal ticket *Recommended Method

Support Contact Details

Telephone: (800) 467-2321 Option #2

Email: [email protected]

Support Eligibility

Technical support is available to all clients with an active Bridge software license agreement. When Client contacts Bridge for support, Client is required to provide a detailed explanation as to the type of problem, and methods used to recreate the problem. Clients are advised to first submit a support ticket with a detailed explanation (incl. screenshots, URLs, video recording and/or steps used to recreate the problem). Failure to provide detailed information might preclude Bridge support team from taking action on your issue in a timely manner.

Problem Response Time

Refer to Service Level Agreement (SLA) for information on response times.

Due to the complex nature of software development and operating environments, Bridge cannot guarantee the time that it will take to resolve a problem. Response time can however be guaranteed. In addition, Bridge’s response time may be affected if Client fails to provide requested information and/or remote access to the client’s relevant network(s) or system(s), as applicable. Bridge makes best efforts to resolve problems as expeditiously as possible. In some instances, Bridge relies on 3rd party hosting environments and software and response time or Bridge’s ability to resolve issues in these environments may be limited, or delayed.

Emergency Support

Please use the contact us form below and check the flag for “emergency”. The emergency “flag” is to be used for actual emergencies only. This includes portals that are unresponsive or ”down”, problems that pose a risk to patient safety and potential violations to HIPAA.

Your message will be sent to all technical representatives in the company instantly. While Bridge provides support from 9 to 5 ET, emergency support requests received outside of these hours are typically responded to within a few hours.

Support Request Form (Regular and Emergency Requests)

Please complete the form below to submit a request to our support team.

DO NOT INCLUDE PATIENT INFORMATION / PROTECTED HEALTH INFORMATION (PHI) IN THIS FORM.