CHIME Customer Support
No clinic stays the same forever. New providers join, schedules shift, and processes evolve. We view support as an ongoing partnership, not just a help desk. Our goal is to remain a reliable, responsive resource you can count on, whenever you need us.
Email is the Best Way
We keep it easy for you with a single email that you can use whenever you need help: support@chimeclinic.com. Simply send an email with an issue or request to that address and it will be immediately broadcasted to our team via a custom internal notification system. Our Customer Support Team will triage it, create tickets to track the issue, and assign tasks so that things are handled effectively. If we don’t expect to be able to wrap up the request within a day or two, we will respond back to confirm receipt and to let you know timelines.
Hours of Support
Our Customer Support Team starts reviewing emails as early as 8AM Eastern Time, and oftentimes there are team members working until 8PM Eastern Time (or even later). We also have part-time team members working on the weekend, to keep an eye on things.
Does this mean we can guarantee someone will be available to help you 24/7? Unfortunately not at the price point we charge. But we’ll do our best; we work to be proactive; and in the worst case, if CHIME is completely down, our advice is to pivot to working “without CHIME” and while it will be frustrating, our experience is that patient care is not impacted. In our experience this level of “Steady State Support” has been effective and we will work to ensure it stays that way.
Can you call?
At present, we don’t maintain a technical support call centre. Our experience is that doing so is incredibly expensive, and more often than not, clients are unhappy with the level of service received. Instead, we offer CHIME clients the ability to reach a third-party answering service who will be able to reach the CHIME Customer Support Team directly. Please use this answering service judiciously, true emergencies only: 1 (833) 891-1203.
Support Response Times
Here’s what you can expect in terms of response times:
Questions / small updates : 1-2 business days
Medium updates : 2-5 business days
Large updates : 1-2+ weeks
Development : 1-4+ weeks
When it comes to bugs, we kick things into high gear:
All patients not importing : we handle ASAP
A handful of patients not importing : 1 business day
Servers is down : we handle ASAP
All automation not working : we handle ASAP
Automation occasionally not working : 1 business day
There’s no specific quota or limit. Our job is to keep thing working well, whatever it takes.