Everything a current client needs, in one place.
Portal, priorities, hours, escalation, and billing. If you are in a clinical outage right now, stop reading and call the incident line.
24/7/365, answered by a security engineer. If you suspect ransomware, call before you email and do not power anything off — shutting a host down destroys volatile evidence and does not stop encryption that already ran.
Hours by tier. Or email support@chartlineit.com, which opens a ticket automatically and timestamps it for the response clock.
Open and historical tickets, your assigned pod and their extensions, the on-call rotation for this month, your asset inventory, and your evidence file.
Portal sign-in is a placeholder in this build. See the repository README for the swap-before-launch list.
Tell us what stopped, not what broke.
Priority is assigned by clinical impact. “The front desk cannot check anyone in” routes differently from “my computer is slow,” and the first one starts a 15-minute clock. You do not need to know the technical cause; you need to tell us what is not happening.
EHR or practice management unavailable, a site offline, suspected ransomware, imaging down.
A clinician or front-desk user cannot see patients.
Functional but impaired.
New user, hardware, access change.
Payment portal is a placeholder in this build.